Overview:
From time to time a printer may have issues with printing. This guide will walk you through the troubleshooting process. Follow the steps below to fix printer issues. If your printer still does not printer after this guide, please contact foreUP Support.
Preconditions:
Because our printers are built specifically to guarantee functionality with our software, in order for foreUP to assist with the installation and any troubleshooting of your printers, the printers must be purchased from foreUPhardware.com.
- Ethernet Access (Router or Switch)
- Ethernet Cord
- Power Access
- foreUP Printer Extension
1. Google Chrome Updates
foreUP stays up to date with Google Chrome's updates. If you are experiencing issues with printing, there is a chance that you are on a previous version of Google Chrome. Follow these steps to check your Google Chrome version and update Google Chrome if needed:
- Click into your Google Chrome Menu (three-dot menu in the top-right corner of the browser)
- Go to Settings
- Click on About Chrome in the left-hand navigation
- Install updates if needed and relaunch Google Chrome
If you are still experiencing issues with printing, go to the next step.
2. Check the printer paper level
Check the paper level of the printer by pulling the left on the top of the printer. If paper levels are sufficient, go to the next troubleshooting step.
Star TSP 654ii CLOUD PRNT and the STAR MICRONICS SP742 CLOUDPRNT printer utilize different papers. Refer to Star’s Recommended Paper document to determine if you are utilizing the correct paper. The printer paper roll should have a flap at the front of the printer and must be tightly wrapped to make sure it prints correctly.
3. Check IP address from the printer and that it matches in foreUP
Watch how to check the IP address of a printer in this video.
If you cannot print after checking the IP address is correct, go to the next step.
4. Check Internet Speeds
Internet speeds can affect printing capabilities if download speeds are below 10-15 Mbps. Printers may take extended periods of time to print with poor internet speeds.
Check your internet speeds by visiting speedtest.net.
If your internet speeds are sufficient and you still cannot print, go to the next step.
5. Check the Ethernet connection to your network (Switch ethernets, switch ports on the router)
Check the conditions of your Ethernet cable, modem, router, or switch. These devices can experience wear and tear over long periods of time.
Here are a few suggestions on how to check your hardware:
- Plug the ethernet cable into a different port in a modem, router, or switch
- Plug the ethernet cable into a different device to test the internet connection
- Try using a different ethernet cable
- Try using a different router or switch, if available
- Try power cycling or resetting the modem or router
If your network equipment is sufficient and you still cannot print, go to the next step.
Check your current terminal in foreUP
Terminals determine the settings for printing and where you are printing. Being in a different terminal can affect printing.
Here are a few suggestions on how to check your terminals:
- Check the current terminal in the top right corner of the software next to your profile name. If it is not the correct terminal, you can switch by using Alt + T or by clicking the top-right drop-down menu and clicking “Terminals.” You can also find the current terminal by clicking into the foreUP Printer Extension and by looking under the terminal section
- Check the terminal settings to make sure the terminal settings are set up correctly to allow printing. Check out this segment of our Printer Setup video for the recommended terminal settings. Here is the list of terminal settings you will want to check:
- Automatically Print Receipts
- Use Web Print
- Signature Slip Count
- Credit Card Sales Receipt Print Count
- Non-Credit Card Sales Receipt Print Count
- Default Sales Printer
If the terminal settings and current terminal are correct and you still cannot print, go to the next step.
Clear Print Queue
Printers could experience troubles with printing if the print queue is unable to be completed. This will require you to clear the printer queue in the software and the foreUP Printer Extension. In order to do this, please follow these steps:
- Go to Settings
- Go to the Sales settings
- Go to the Printing and Terminals settings in the blue column
- Click the “Clear Print Queue” button
- Click into the foreUP Printer Extension next to the URL address bar
- Click Clear Jobs
If you still cannot print after clearing the print queue, go to the next step.
Clear Internet Browsing history
Browsing history can affect the performance of printers. We recommend clearing the browsing history on your workstation computers often to allow for high performance. Here is how you will want to clear your browsing history:
- Click into the Google Chrome Menu (three-dot menu in the top-right corner of the browser)
- Hover of “More Tools”
- Click on “Clear browsing data…” or use the shortcut keys (Ctrl + Shift + Del)
- Select the Advanced tab
- Set the time range to “All Time”
- Check the Browsing history box, Download history box, Cookies and other site data box, and the Cached images and files box
- Click “Clear data”
If you still cannot print after clearing the internet browsing history, go to the next step.
Reset Printer
Watch how to reset a printer in this video. (https://youtu.be/GGdiJLAjwJo)
If the printer still cannot print after being reset, go to the next step.
Antivirus and Pop-up Blockers
Antivirus software and pop-up blockers can interfere with printers. If you are still experiencing issues with printing after following all the above steps, make sure to have the foreUP software site whitelisted against any antivirus software and pop-up blockers.
If you are still experiencing issues with printing, please contact foreUP Support for further assistance.