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Troubleshooting the Star Micronics TSP143IIIU USB receipt printer

Use this guide to troubleshoot common issues with the Star Micronics TSP143IIIU USB receipt printer. If the troubleshooting steps don't resolve the issue, then you can contact Shopify Support.

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Step 1: General troubleshooting for the Star Micronics TSP143IIIU USB receipt printer

Complete the following general troubleshooting steps for your receipt printer issues:

  • Verify that you meet the requirements to use the Star Micronics TSP143IIIU USB receipt printer.

  • Make sure Shopify POS is up to date.

  • Make sure that your device is up to date:

    • To update your iOS device, go to your device's settings, and then tap General > Software Update. If there's an update available, then you can tap Update now.
    • To update your Android device, go to your device's settings, and then tap Software update. If there's an update available, then follow the on-screen instructions to install it.

  • Restart your POS device.

  • Restart the printer by turning it off and unplugging it. Then plug it back in and turn it back on.

  • Disconnect the USB cable from the Shopify POS Hub, and then reconnect it.

  • Make sure that the Shopify POS Hub is connected to your POS device.

Step 2: Select the Star Micronics TSP143IIIU USB receipt printer issue

Select the receipt printer issue and follow the troubleshooting steps.

Troubleshoot Shopify POS Hub connection issues

If your POS hardware doesn't connect through the Shopify POS Hub, then complete the Shopify POS Hub troubleshooting steps.

Troubleshoot connection issues

The Star Micronics TSP143IIIU USB receipt printer connects to Shopify POS through the Shopify POS Hub. If the printer doesn't display in Shopify POS, then review the following troubleshooting steps:

  • Make sure that the printer is turned on.
  • Make sure that the printer's USB cable is connected to a USB port on the Shopify POS Hub.
  • Make sure that the Shopify POS Hub is connected to your POS device.
  • Disconnect the printer's USB cable from the Shopify POS Hub, and then reconnect it.
  • Restart the printer by turning it off and unplugging it. Then plug it back in and turn it back on.

If you're still having trouble connecting the printer, then use the Star Quick Setup Utility app as a workaround:

Troubleshoot printing issues

If you have issues printing receipts, then make sure the paper is correctly installed and that the status indicator light is a solid blue color.

Load receipt paper with the paper feeding from the bottom of the roll

If you feed the paper into the receipt printer at an angle, then a paper jam is likely to happen. If this happens, then turn off the printer, open it up, and feed the paper in again.

If you're trying to make your receipt narrower than the specified 3 inch width, then make sure that you use the divider provided. Don't fold the paper when you feed it into the printer.

Contact Shopify Support about your Star Micronics TSP143IIIU USB receipt printer

If your receipt printer still isn't working after following the general troubleshooting steps and the specific issue troubleshooting steps, then you can contact Shopify Support.

From Shopify POS, tap the Horizontal menu icon > Support > Contact support.