POS Update - Printer not printing.

Walter_Manning
Excursionist
24 0 36

It's been 6 days since the Shopify POS update that made our receipt printer stop working. 

 

Customers expect receipts for their purchases and although some prefer email there is a large portion of people that would prefer a physical copy. Staff are also unable to print daily reports for their cash out at the end of the evening further complicating our workflow. 

 

When will this be fixed?

Replies 16 (16)
Lulu
Shopify Staff
Shopify Staff
911 87 210

Hey, @Walter_Manning!

 

Lulu here from the Shopify Support team. Thanks for reaching out here, and I'll be more than happy to help you out.

 

Sorry to hear you are having trouble with your receipt printer after the most recent update. Can you confirm the exact model number of the printer that you have, please? There is a label that's typically fixed to the underside of the printer. This label shows the:

 

  • model range (TSP100)
  • serial number
  • power rating
  • model number (100IIILAN or 100USB).

Once I have these details, I can help troubleshoot further and we will get to the bottom of this for you.

 

Speak soon! 

Lulu

Lulu | Social Care @ Shopify
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Greg_Kujawa
Shopify Partner
1020 83 262

We are just testing Shopify POS, and ran into the same thing. One Star TSP100III printing via Bluetooth from a single test iPad. Printed to it fine for weeks. After a Shopify POS update on the iPad the printer isn't seen anymore. Although I can browse and see it listed on the iPad itself as a BT device. And can connect to it from my iPhone. Since we are just testing things out I didn't worry about it too much. If it was necessary for production that'd be a different story 😞 

Walter_Manning
Excursionist
24 0 36

Model TSP100

Serial 230091004238 C

Input 100-240V 1, 4A 50/60Hz

100IIILAN

 

This information was given over the telephone via Shopify Support by one of my staff members. We need our printer operational as it's a key component to a functional POS system.

 

ALSO - the opening of the cash drawer is an issue. We were having to go to the settings page to open it. It now works only as a no sale but does not open for cash transactions. 

CL1709
New Member
2 0 0

We are facing the same issue.  Receipt printing for all my shopify POS is not working suddenly . I have 6 locations .  We have to open and close the printer drawer on the mpop to get the printer connected after each transaction.  Please look into this urgently to solve the bug.

Lulu
Shopify Staff
Shopify Staff
911 87 210

Hi, there!

 

I have just spoken to our retail team and they advised that there was an issue with the most recent update but our engineers have pushed through a fix. This has been resolved in POS App v5.31 which has just released to the Apple App Store. 

 

To check to see if you're POS version is up to date, go to POS > Store > Support.

If it requires an update, check the app store on your device

 

If updating the app does not work for you straight away, then you will need to reset the printer and connect from scratch. For mPOP printers, when resetting you will need to enable Auto Connection. We have a guide from our help centre on that here.

 

Here are some steps to reset the system:

 

  • Hold down the power button on the iPad for a few seconds and a prompt will appear to shut down the iPad with a swipe; do this.
  • Wait 5 minutes, then press the button again to turn the unit back on. While it is rebooting, turn off the Bluetooth Printer using the switch on the side.
  • Once the iPad reboots to the desktop, open the Shopify POS App and turn the printer back on. If the pairing is correct, this should force the devices to communicate again and a prompt will appear saying the Receipt Printer is connected.

 

Resetting Network settings is another good step you can take. When the hard boot does not work, you can try to reset network settings on the iPad. A side effect of doing this is that all the Wi-Fi settings will also be cleared, so you might have to rejoin Wi-Fi networks.

Here's how to reset network settings:

  1. Open Settings.
  2. Navigate to General >Reset.
  3. Tap on Reset Network Settings.

Please let me know if you are still experiencing any difficulties! 

 

Kind regards,
Lulu

Lulu | Social Care @ Shopify
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Scott_Wilson1
Tourist
9 0 10

My App is up to date and it still doesn't print. It says it's connected and cash drawer opens, but no printing. This is ridiculous. The app updates should not break function and/or require different hardware. Fix the App!

X_Sorin
Tourist
9 0 11

I have this issue with the last two app updates with the MPOP - it constantly disconnects the bluetooth connection preventing printing receipts and operating the cash drawer.  The most recent update now causes the app to crash when processing transactions. We have to manually kill the app and relaunch it, then it will work for a short time before disconnecting again. PLEASE fix this!

Walter_Manning
Excursionist
24 0 36

We were able to get this back up and running.

The App update alone did not fix our issue and we therefore had to delete Shopify POS, reset the network which the printer was one and then reinstall the app. That worked for us and there hasn't been any more issues with this. 

 

GrumpyBob
Tourist
10 1 5

We are having this issue as well (among other issues since the update):

We have 2 terminals, and both are dead in the water as far as being able to use the receipt printers.

We have done ALL updates, all troubleshooting techniques and tricks, etc, but nothing is working for us.
The printers we are using are: Star Micronics TSP650II BTi 39449871 Bluetooth Desktop Receipt Printer  
(We even have back up printers in case any of them die, and none are working. They worked perfectly before the update.)

Webstore: grumpybobsonline.com
Facebook: grumpybobsemporium.com
Twitter: @grumpybobs
Discord: https://discord.gg/grumpybobsemporium
Instagram: @grumpybobsemporium
YouTube: youtube.com/user/grumpybobsemporium
Greg_Kujawa
Shopify Partner
1020 83 262

Some things I would suggest, as it has helped me in the past:

 

  • Reset network settings on the iPad. So that all connections will be wiped out and can be manually reconnected. 
  • Delete and reinstall the Shopify POS app. In case some cached data or settings are causing an issue.
MountainMadness
Explorer
55 0 61

@Greg_Kujawa wrote:

Some things I would suggest, as it has helped me in the past:

 

  • Reset network settings on the iPad. So that all connections will be wiped out and can be manually reconnected. 
  • Delete and reinstall the Shopify POS app. In case some cached data or settings are causing an issue.

This just happened to us in the middle of the day in the middle of a shift for no apparent reason.  We have an older TS100 LAN version plugged into a WiFi bridge.  Resetting the network settings on the iPad did the trick.  When I did that and then opened the Shopify POS app, it made me re-log in with the administrator password and it completely reloaded the store from scratch.  I did not need to reinstall the app to force these changes.

justinyang
New Member
4 0 0

Hi, LuLu, 

Im experiencing the same issue here recently. I did talk to the support team but til now there is no any solution and reply. 

All my 4 locations the mpop printer just not working with the shopify pos. 

However, the printer all work fine itself with other apps or mpop utility. 

I did try resset few times and updates, delete, reinstall.... everything, but all not working. 

 

Thanks 

Murphyrulez
Tourist
3 0 1

This just started happening with our mPop as well. I have to force quit the Shopify app, then it will work once. Then I have to force quit again. 

 

Eureka_Jack
New Member
13 0 0

Had same problems with POS star mPoP till today. Till wouldn't print or open. Reset using the following method

 

If the pairing fails - so if there’s still ‘Not Connected’ displayed - turn off the mPOP. Then click the little ‘i’ right next to ‘Not Connected’, then ‘Forget this device’ and confirm this step with ‘OK’. Then you have to perform a soft reset on both devices. Don’t worry, this won’t delete anything on your iPad.

First make sure that your mPOP is really turned off. Then locate the tiny red button (‘RST’) right next to the small socket for the iPad charger on the bottom side of the mPOP. Then push that button and continue pushing it while you turn on the mPOP and wait until the red light has been turned off and only the blue left remains on. Then release the red button. If you are not sure if you’ve performed that step correctly, repeat it, starting with turning the mPOP off again. When you have succeeded turn off the mPOP again.

Then take your iPad. If you have any unsaved content in apps, save it now. Afterwards click the home button and you’ll be redirected to home screen. Then start pushing the power button (on the top right side of the iPad) and the home button simultaneously up until the apple logo appears. Wait for the iPad to restart and then turn on the mPOP again. Open ‘Settings’ on the iPad and then ‘Bluetooth’ on the left side. Next click ‘STAR mPOP’, wait for the pairing attempt and confirm. It will take your mPOP and iPad some seconds to pair; finally the iPad should show ‘Connected’.

 

Still didn't work. Uninstalled shopify POS app and reloaded updated release 5.46.0 - A sales transaction will work once or receipt prints once then all-stop.

 

Having added mpop utility app from the app store  I was able to verify connection between Mpop and ipad was working correctly - You can test both cash draw and printer works successfully via this app.

 

Therefore I conclude there must be a problem with the Shopify App following recent updates with Apple 13.3 & Shopify POS app 5.46.0

justinyang
New Member
4 0 0
Same here 😞
Frustrating:((((((((
No any solution til now from shopify
Eureka_Jack
New Member
13 0 0

Thanks Shopify - Fix seems to works (5.46.1)