Table Of Contents
Resolving Print Job Failures
1. Verify Cable Connections
Ensure all cables are fully inserted and secure, especially the power brick connection to the wall outlet.
2. Secure All Covers
Confirm all lids, access panels, and covers are firmly closed.
3. Print Job Size Limits
Orders over 150 items will not auto-print.
Orders exceeding 300 items must be printed manually via the OrderHub or Dashboard.
4. Power Cycle The Printer
Turn off the printer, unplug it, wait 15 seconds, then plug it back in and power it on.
Note: Use a working 120V wall outlet.
5. Check For Paper Jams
Open the roll paper cover and carefully remove any jammed paper.
Pull a bit of slack from the roll before closing the cover.
Important: Never forcibly pull jammed paper.
6. Check Paper Roll Feeding
Ensure the paper is loaded properly and exits from the designated feed area.
7. Reset The Printer Connection
Press the ‘SW’ reset button located on the bottom of the printer to reset its connectivity settings. Use a pen or toothpick to gently press the button. It is labeled as Button #6 in the image below.
8. Contact Support
If issues persist, contact Snackpass Support:
Phone: +1 866 868 2146
App: Message via the Partner App
Printer Not Connecting To WiFi
1. Reconnect Internet
Ethernet: Unplug and reconnect the cable after 15 seconds. Try a different cable if needed.
WiFi: Confirm modem is active and internet is working.
Note: If your WiFi password changed recently, the printer must be reconnected to the updated network. Follow the WiFi setup guide here to go over that process again.
2. Power Cycle The Printer
Follow the same steps as in the previous section to restart your printer.
3. Contact Support
If you're still having trouble:
Phone: +1 866 868 2146
App: Message via the Partner App
Labels Are Blurry Or Cut Off
1. Ensure All Covers Are Closed
Secure all lids and access points to prevent dust and ensure proper alignment.
2. Power Cycle The Printer
Turn off the printer, unplug it, wait 15 seconds, then plug it back in and restart.
3. Check Paper Feeding
Make sure the label paper is properly aligned and feeding through the correct path.
Note: Misaligned paper can cause blurry or shifted prints.
4. Check Label Guides
Ensure plastic guards are flush with the two pins below them.
Important: Misaligned guides can cause cutoff or skewed prints.
5. Clean The Thermal Head
Power off and unplug the printer.
Use a cotton swab with isopropyl or ethanol alcohol to clean the thermal head.
Note: The thermal head is a small, black horizontal strip inside the paper feed path.
6. Clean The Platen Roller
Use a slightly damp cloth to remove dust or glue.
Clean around the black mark sensor if needed.
Note: The platen roller is a cylindrical rubber component located near the thermal head.
7. Contact Support
Phone: +1 866 868 2146
App: Message via the Partner App
Printer Maintenance [IMPORTANT]
Regular maintenance prevents print quality issues and extends printer life.
1. Power Down Safely
Turn off the printer and unplug from AC power before starting any maintenance.
2. Access The Roll Compartment
Open the roll paper cover to inspect for jams, realign paper, or clean components.
3. Clean Thermal Head & Platen Roller
Use a cotton swab with isopropyl or ethanol alcohol to clean both components.
Note: Even a small amount of residue on the thermal strip can impact print quality.
4. Use Approved Cleaning Kits
Snackpass recommends the following:
Follow the kit’s included maintenance guide.
Replacing Label Roll
1. Open The Roll Housing
Gently pull the lever upwards to open the roll paper cover.
Important: Do not pull too hard to avoid damaging the unit.
2. Remove Old Roll
Remove the used core from the compartment.
3. Install The New Roll
Place the new roll following the printer's orientation (vertical or horizontal).
Ensure the slack comes out in the correct direction per the diagrams.
Important: Incorrect orientation affects print quality.
4. Pull Out Slack & Close Cover
Pull out a small amount of paper before closing the cover to ensure proper feeding.
5. Power On The Printer
The printer will automatically trim excess slack when powered on.
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 label prints (usually within a few seconds) — this indicates the reset is in progress.
Release the SW button.
Wait for a second 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”
A QR code will also be printed with it.
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.
Label Paper Purchasing
Label Paper
Visit www.stickypos.org
Create an account and specify "Snackpass Customer" in the message section.
Wait for approval and follow up if needed at [email protected]
Order HT-14 58x250 rolls for L100 printers.
Each case contains 27 rolls (approx. 2,100 labels per roll = ~56,700 labels/case).
Shipping is included and takes 2–3 days.
Note: Using label rolls from unapproved brands may void your printer’s warranty. If you choose to purchase from another provider, please refer to our approved label roll list here to ensure compatibility and maintain warranty coverage.
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!