Our Star Micronics TSP650 II Receipt Printer has disconnected from the Shopify POS App on our Ipad. Both the Ipad and the App are updated. I have restarted the printer and the Ipad with no luck. The Ipad settings say it is connected but when I click into the app, Shopify says it is not. We are currently losing sales because of this!
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Same here. Shopify has done an update since that says they fixed the issue but mine still will not connect.
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Us, too- any resolution?
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So I ended up figuring out that the update just made our older hardware obsolete, its not really supported by the new software. They danced around this once I brought it up but its 100% the case. This is what I got from them over a week after they messed it up:
“we implemented silent support for the TSP650. We no longer have a pairing flow implemented in the POS app, but the merchant can still pair it through the device’s Blue Tooth settings if needed. This printer is old, and has bad connection issues so we didn’t want to encourage the new merchants to purchase these printers”.
Instead of valuing their customers and sending out a notification email a week before letting us know that going forward our hardware wasn’t going to work anymore and that we should buy new equipment to avoid disruptions to our business they decided to just push it though and have us wasting time trying to troubleshoot a problem that can’t be solved.
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My Tsp143 is having the same issues. Will be very upset if it no longer works as I just bought a second one in October!
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This is terrible. I just discovered the issue with zero warning and now can’t print receipts. Way to treat your customers like garbage, Shopify!
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So just because I am unwilling to let this issue go without a fight…I called support today. After an hour on the phone and numerous “troubleshooting” tips, the printer still wouldn’t connect to the ipad POS. However, I googled the printer some more and found this set of troubleshooting tips on the Shopify website: https://help.shopify.com/en/manual/sell-in-person/hardware/receipt-printers/tsp650ii?utm_source=gurucopy&utm_medium=link&utm_campaign=Gurus#connecting-older-models
I followed the steps for resetting the printer to factory settings. After I completed these and re-paired the printer via Bluetooth, it is working again! Posting here in case it can help someone else.
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This happened to me only a few days ago as well. I talked to Shopify Support, and they concluded that it was a problem with Star Micronics and that I needed to contact them on the issue. I called Star Micronics, and they said it was something Shopify required to fix.
I have had no receipt printer for five days.
The printer will connect to the iPad and not to Shopify POS.
Star Micronics website help center does not show the model TSP650 as a model when you choose between models you are having issues with; I feel like either Shopify or Star Micronics should at least sent a message letting me know that they would not be supporting our printer they have sold and store depends on working daily.
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Hi, we also now facing the same issue. Have your issue resolved. Please share how you recover the connection
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Shopify DOES NOT CARE about their retail customers using POS at all. They don’t even read these comments. Every update they run is a problem and they consistently “update” and screw us over in the process. We’ve been using Shopify for a decade but now are looking into switching to CounterPoint. There is no reason we should pay this much and be treated with so little respect for our business, employees and customers. The issues are non-stop, every week. The register interface sometimes changes mid-shift. Their software techs have clearly never worked a counter. It’s sucking up way too much time and money to constantly have to troubleshoot the issues and equipment failures their updates cause. - mandi (store manager)
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We have been fighting this issue for a couple of years now. We don’t get a lot of retail store traffic, mostly online orders, but inevitably when we do have someone come into the store the receipt printer won’t work, and it’s what opens our cash register.
What is everybody using for a receipt printer that also connects to a cash register? The newer Star Micronics printers also have a lot of complaints, but the Epson doesn’t look like it connects to a cash drawer.
Are there any other options?