No ability to print on EPSON TM anymore after recent POS update (14 Aug 23)

Hali_Home
Tourist
4 0 3

Since the latest Shopify POS update ran (14 August), we have been unable to print to our Epson TM printer. We've been a week without receipts or the ability to print our end of day reconciliations.  I've been liaising with Shopify on this all week, chatting with multiple agents - who all are giving me the same steps.  So far we have:

 

  • Made sure our ipad and Shopify POS is up to date (they are)
  • Ran a firmware update on the EPSON
  • Factory reset the EPSOn
  • Reset network settings on the ipad
  • Hard forgot the TM device in bluetooth settings, booted off and powered up and then tried to reconnect.

Nothing works!  Support from Shopify has been very lack lustre and we are growing more and more frustrated by the second.  Is anyone else experiencing an issue printing to EPSON?

Replies 7 (7)

Joyce19
Excursionist
19 1 3

Perhaps it's worth considering a switch in your POS system? We've been using ConnectPOS, and the integrated hardware has been flawless.

Notably, you can effortlessly customize your receipts using available themes or craft a unique one for your store directly on the POS. It's reasonably priced on the Shopify marketplace app so I'd recommend giving it a shot 😉

aussiehobbies
Visitor
1 0 1

We are having this issue as well. Have not had ours working for the past week. 

curtispeers
Tourist
3 0 4

Yep we've had the same issues as well. Printers are clearly detectable from tablets bluetooth & epson app but not in the POS.

Unable to print receipts at 2 of our stores. Writing our EOD reports and reconsiliations manually is far too time consuming!

I see no other reason for this other than the software in the most recent POS update causing this. 

Hali_Home
Tourist
4 0 3

I've had contact from Shopify after much back and forth, speaking with multiple agents and wasting a BUNCH of time at our end. They've confirmed it's a compatibility issue and there is an update coming out to address the hardware problem. I was told the update would be released yesterday but we are still waiting... In the meantime, I've just received an email saying they are phasing out price override functions in POS.  Seems like not a lot of attention is being paid at the moment to how end users are actually using the POS app.  Frustrating is mounting!

 

SFG-Casey
Visitor
1 0 1

We are having the same issue!!  Same lip service from the help desk.  You spend an hour of time we don’t have on the phone just for Shopify to keep moving the hoops around for us to jump through.  Do this, do that, do this, do that,  they sure are quick to collect our fees and give us some sub par service.  The problem is is my customers look at me like I’m just trying to get their information to market to them.  They just give us that, yeah right look.  

Hali_Home
Tourist
4 0 3

Hi SFG-Casey, 

 

Version 8.16 of the Shopify POS was released yesterday.  We deleted the old app, downloaded and installed the new version and made sure that our printer was off during that process.  Restart the ipad once the version is downloaded, then go to Set Up Hardware, turn on your printer and follow the steps. It should reconnect for you 🙂

 

I agree though, hardware should be tested before any updates are released!

 

Let me know if that works for you? Ours is definitely back up and running. 

Fogo_Andrew
Visitor
2 0 0

We had the same problem. The printer discovery protocol in the Shopify POS app was making the network cards on all our Epson printers busy, which prevents any new jobs from being processed. Our Epson printers are used for different purposes, so we ended up having to create a new subnet and move our Shopify tablets and our Star Micronics printers to a dedicated subnet. It was a nightmare to troubleshoot and brought down our entire kitchen's operations for 2 days. They had to work on paper tickets.

 

I am wondering if they patched the issue or not? We are looking to merge our networks back together, but I don't want to bring our kitchen to a grinding halt again.