Receipt Printer Troubleshooting
Table Of Contents
Resolving Print Job Failures
Verify Cable Connections: Ensure all cables are properly connected and fully seated in the desired port
Secure All Lids and Openings: Ensure all lids and case covers are completely closed.
Power Cycle Your Printer: Press the power button to turn off the printer and unplug the printer from the wall outlet. Wait 15 seconds, then plug the printer back into the wall outlet. Lastly, press the power button to turn on the printer again.
Note: Ensure you are using a functioning 120v wall outlet.
Check For Paper Jams: Ensure your printer does not not have a paper jam, if it does. Lift the roll paper cover by pulling the tab. Remove the jammed paper, take some receipt paper slack & close the cover.
Important Notice: When a paper jam occurs, never pull out the paper forcibly
Verify Proper Paper Roll Feeding: Ensure the paper roll is fed through the opening properly
Note: The paper should come out from the feed area
Reset Connections With The SW Button: Use the 'SW' Button for Connection Reset. If your printer is facing connectivity issues, whether via USB, Bluetooth, SDP, internet, or Ethernet, gently press the 'SW' button on the bottom of the printer using a toothpick or pen. This will reset the printer's communication settings, potentially resolving network or interface-related problems
Reach Out For Support: If none of the above steps have solved your issue or you are having trouble with any of the steps, please contact the Snackpass customer support team at +1 866 868 2146 (call) or message us using the Partner App!
Printer Not Connecting To Internet
Reestablishing Your Internet Connection: For Ethernet connections, unplug the cable, wait 15 seconds, and reconnect it. If issues persist, try a different cable and replace it. For WiFi, ensure your modem is on and check that your internet hasn’t gone down recently.
Power Cycle Your Printer: Turn off the printer by pressing the power button, then unplug it from the wall. Wait 15 seconds before plugging it back into a working outlet, and then turn the printer back on using the power button.
Support Team: If none of the above steps have solved your issue or you are having trouble with any of the steps, please contact the Snackpass customer support team at +1 866 868 2146 (call) or message us using the Partner App!
My Receipts Are Blurry
Lid Closure: Ensure that all covers and access points on your M30-III receipt printer are securely closed to prevent dust or debris from entering and to maintain proper functionality. Check that the paper roll compartment and any other access panels are firmly shut.
Important Notice: Securing these closures helps keep the printer operating smoothly and prevents potential errors or malfunctions.performance and prevent potential errors or malfunctions.
Power Cycle Your Printer: Turn off the printer with the power button, unplug it from the wall outlet, wait 15 seconds, then plug it back into a functional outlet and turn it on again using the power button.
Proper Paper Feeding To Prevent Blurry Prints: Ensure the paper roll is fed through the opening properly, as incorrect feeding can cause misalignment and lead to uneven printing.
Important Notice: Incorrectly aligned paper can shift, causing blurry prints. Proper feeding ensures steady contact with the print head for clear results and prevents strain on printer mechanisms.
Ensuring Clear Prints By Maintaining Paper Guiding Rolls: Check the receipt paper guiding rolls to ensure there is no buildup or obstructions. Any debris or residue on the guiding rolls can cause the paper to deviate from its intended path during printing. This misalignment can lead to uneven text or image printing, resulting in a blurry appearance.
Important Notice: Obstructions/debris disrupt stable paper contact and pressure, causing blurry prints. Regular cleaning ensures print clarity and extends your printer's lifespan by reducing strain.
Clean The Printer: Gather cotton swabs, alcohol solvent (ethanol or isopropyl alcohol), and water. Turn off and unplug the printer. Moisten a cotton swab with alcohol solvent and gently clean the thermal head without applying too much pressure.
Note: The thermal head is typically located near the paper path within the printer. It is a small, horizontal component that makes contact with the paper, just above the platen roller. Look for a black strip or bar that runs parallel to the paper feed direction.
6. Cleaning The Platen Roller: Use a cotton swab moistened with water to wipe the platen roller and remove paper dust. Ensure it is completely dry before moving on.
Note: The platen roller is situated along the paper path. It is the cylindrical component that the paper wraps around as it feeds through the printer. Look for a round, rubber or rubber-coated roller positioned near the thermal head. It sits above the thermal head and is directly involved in feeding the paper through the printer.
7. Support Team: If none of the above steps have solved your issue or you are having trouble with any of the steps, please contact the Snackpass customer support team at +1 866 868 2146 (call) or message us using the Partner App!
Fixing Double Printing Of Receipts
Duplicate prints often mean your printer is connected through multiple methods (SDP, Bluetooth, WiFi, USB). Ensure it's connected via only one type, preferably SDP, and disconnect any others.
Check For A Bluetooth Connection: Use the following guide to check if your SnackOS device is connected to the printer via Bluetooth!
Support Team: If none of the above steps have solved your issue or you are having trouble with any of the steps, please contact the Snackpass customer support team at +1 866 868 2146 (call) or message us using the Partner App!
Printer Maintenance
Depending on the roll paper used, paper dust may stick to the platen roller and the paper may not be fed correctly. To remove the paper dust, clean the platen roller & thermal strip.
Safely Powering Down Your Printer For Maintenance: Turn off the printer and disconnect it from AC power to ensure safety during maintenance. This prevents accidental activation and reduces the risk of electrical issues, protecting both you and the printer components.
Accessing The Roll Paper Compartment For Maintenance: Open the roll paper cover to check for jams, adjust paper alignment, and inspect for obstructions. Proper access ensures smooth operation and print quality while allowing for necessary maintenance, like cleaning the platen roller or replacing the paper roll. Handle components gently to avoid damage.
Thermal Head Cleaning: Gently clean the thermal head and platen roller with a cotton swab moistened with ethanol or isopropyl alcohol. This helps remove residue and ensures optimal print quality. Regular cleaning prevents buildup that can affect performance and prolongs the lifespan of your printer components.
Note: Diagram 1 is the thermal head. Diagram 2 is the platen roll.
Replacing A Paper Roll
M30II-H
Opening The Paper Roll Housing: Open the roll paper cover by pulling back the lever upwards.
Removing The Used Roll: Remove the used roll paper core.
Installing The Paper Roll: Install the paper roll in the correct direction, ensure the slack comes out from the bottom of the roll.
Finishing The Swap: Pull out some paper, ensure there is enough slack when you close the roll paper cover.
Powering On The Printer: When the printer power is on, the excess slack on the paper will be automatically cut.
How To Change WiFi Network Manually
When Is This Needed?
Reconnecting your printer may be necessary in the following situations:
The printer was previously connected to WiFi, but the network password has changed.
The printer disconnected and won't automatically reconnect (e.g. after a power or internet outage — rare but possible).
You need to switch the printer to a new WiFi network.
Steps To Reconnect Your Printer
1. Power Off The Printer
Turn off the printer using the power button.
2. Reset The Printer
Keep the printer plugged into power.
Grab a paperclip or pen.
Press and hold the SW button (small reset button on the back).
While still holding the SW button, press the power button once to turn the printer back on.
Keep holding the SW button until a receipt prints (usually within a few seconds) — this indicates the reset is in progress.
Release the SW button.
Wait for a second receipt/label (~30 seconds later) confirming the reset is complete.
3. Wait For "Simple AP" Mode
A receipt or label should print that includes:
The phrase “Simple AP”
The printer’s WiFi light should turn solid (not blinking) — this means it’s ready to connect.
7. Reconnect To A Network
Follow the Regular Internet Setup Guide to connect the printer to your preferred WiFi network.
Receipt Paper Purchasing
Snackpass receipt printers use 3 1/8" thermal printer paper, which are widely available online and at office and restaurant supply stores. You can purchase rolls on Amazon here.
Note: If you plan to purchase receipt paper from a third-party vendor, please refer to the approved list of compatible paper rolls available at the following link. This ensures proper printer functionality and prevents damage.
If you have any trouble following this troubleshooting process, please contact the Snackpass customer support team at +1 866 868 2146 (call) or message us using the Partner App!