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Printer Troubleshooting

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Identifying Printer Errors

The following steps will help you navigate through the different error messages you may encounter and hopefully help create an understanding of where they might come from.

Epson TM-m30ii Printer Errors

This section is specifically for those who have Epson TM-m30ii printers.

Here is how you can locate the debugging page for your printer:

  1. Click on your Epson TM-m30ii printer from the list of connected printers.
    epson_1.png
  2. On the right side of this page, you will notice 2 dots under the word “Connected”. This means that there are 2 sections that you can navigate between simply by swiping left or right on the screen.
    epson_2.png
  3. This will reveal a debugging page which will give you additional information about the printer’s
    1. Internet State
    2. Service State
    3. Error State
    4. Bluetooth Signal Strength
    5. Printer Queue ID

Display Light Status

Orange exclamation mark
display_1.png

  • When the exclamation mark is orange, it is indicating something is wrong under the printer cover, it can be either of the below:
  • The roll paper cover is open. Check whether the roll paper cover is tightly closed.
  • An auto cutter error is detected. Check whether a jammed paper or a foreign object is interrupting the cutter.
  • The temperature of the thermal head is high. Due to the high temperature, the printer stopped printing. Printing starts again automatically when the thermal head temperature falls.

Orange roll of paper
display_2.png

  • If the paper roll icon is lit, this means that the printer has run out of roll paper. Either install a new roll or check if the current roll paper is correctly installed.

Bluetooth Printer Troubleshooting Guide

Tablet is unable to locate the printer

If you’re having trouble finding your printer, try the following measures and repeat the processes above as necessary

  • Move the printer closer to the Hubster tablet
  • Ensure that Bluetooth is switched on via the tablet settings. Ensure there are no obstructions between the tablet and printer, such as walls, microwaves, metal objects, etc.
    • Notes:
      • The optimum operation distance between the Hubster tablet and the Bluetooth printer is <5m.
      • Ensure that there is a clear line of sight between the printer and the tablet and that there are no obstructions between the two such as walls, microwaves, computers etc.
      • If the tablet is laying on a metallic surface, that may cause a disruption to the Bluetooth connection.

If the steps above did not work, try a hard reset of the printer. Here’s how to do it:

  1. Turn off the printer by pressing the power button on the top of the printer. Wait until all lights have stopped flashing and have switched off completey.
  2. Place the printer upside down. You should be able to see the ports and where the power cord plugs into the printer (you may need to remove the plastic guard).
  3. Find the SW Reset button. On the opposite side to where the power cord plugs in, there is an indentation with a small hole and the letters SW stamped into the metal. Inside the hole is the SW reset button. Another point of reference is a single grey port resembling a small ethernet port.
  4. With a ballpoint pen (or similar), hold down the SW-Reset button (do NOT let go)
  5. Whilst holding down the Reset button, turn the printer on. Continue holding the Reset button while the printer starts up.
  6. A ticket will print that says “Initialisation complete”; when this prints you can release the button. If this ticket does not print, repeat steps 4 & 5.
  7. Try connecting the printer again following the step-by-step guide here.

Printer Cannot Connect to the Tablet

After selecting a printer to connect you, you might receive an error message that says “Something went wrong!” with “Error code: PERMISSION_DENIED”. This happens if your Hubster tablet’s user account has access to view multiple locations. However, printers can only be connected to the location of the account that is logged in. If this is something that you have encountered, follow the steps below to resolve the issue:

  1. From the error message screen, tap on the “Exit” button to go back to the beginning of the process.
  2. Above “Your Printers”, you will see the name of the location for the displayed printers, with a small arrow indicating that it is a dropdown menu.
    print_cant_connect_1.png
  3. Open the dropdown menu; select the location that matches the location of your account that is logged into the tablet.
    print_cant_connect_2.png
  4. You may confirm the user account that is logged into the tablet by accessing your Settings from the Main Menu.
  5. Once you have selected the correct location, start the process of connecting your Bluetooth printer again by following this step-by-step guide.

Printed has been connected in the Hubster app but the status remains as “Offline”

Run through everything on the list below to ensure that you have everything in place for a successful connection:

  • The model number of your printer must be an exact match to the printer that you choose to connect to. Check a list of our supported printer models here. If you have an unsupported printer model, please reach out to our support team via live chat, or via email (hello@tryhubster.com.au) for assistance with getting a supported printer delivered to you ASAP.
  • Reboot your tablet and disconnect your printer from its power source. Once your tablet has finished rebooting, reconnect your printer to power and go through the setup process by following the step-by-step instructions again.

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