If an order is not printing a label, first check the following:
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Confirm that the label printer is connected to the network.

The printer can connect through either WiFi or Ethernet.

If the printer uses WiFi, see Printer Is Not Connecting.

If the printer uses Ethernet, see the Ethernet troubleshooting steps in Printer Is Not Connecting.
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Make sure the printer cover is completely closed.

A partially open cover can prevent the printer from printing.
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Make sure a label roll is loaded correctly and that labels can feed through the printer.

See Loading A Label Roll for the correct label orientation.
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Open the printer cover and check whether a label is stuck inside the printer.

If you find a jam, see Labels Are Jammed.
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If the printer still does not print, follow the steps in Power Cycling The Printer.
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Orders containing more than 150 items will not print automatically.

For these orders, the label must be printed manually through your SnackOS tablet.

If a normal-sized order still does not print after completing the troubleshooting steps above, contact Snackpass Support.

If the printer feeds labels normally but the labels come out completely blank, the label roll is likely loaded upside down.

Thermal labels only have a heat-sensitive coating on one side. The printable side must face the thermal print head.
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Open the printer cover and remove the label roll.
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Use your fingernail or a key to quickly scratch the surface of a label.

Make sure the label roll feeds from the bottom of the roll, not over the top.
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When viewed from the side, the paper should form a "J" shape, not a "P" shape.

The printable side of the labels should face upward toward the thermal print head as the labels exit the printer. After loading the roll, print a test label.

If the printed content looks faded, blurry, or as though the printer is running out of ink, clean the thermal print head and platen roller.
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Thermal printers do not use ink. Poor print quality can occur when the thermal print head or platen roller becomes dirty.
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See Cleaning The Thermal Print Head And Platen Roller.

If the printed content appears too far to the left or right instead of being centered on the label, the plastic label guard may not be positioned correctly.
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Open the label printer cover to access the label roll.
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Locate the plastic guard positioned to the side of the label roll.
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Make sure the plastic guard is correctly positioned and securely pinned into place.

You should hear a click when the guard is correctly positioned.

Once the guard is secured, close the printer cover and print a test label.

If a label becomes stuck inside the printer:
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Before removing a jam, turn the printer off and unplug it from the power outlet.
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Open the label printer cover and locate the jammed label.
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Carefully and gently pull the jammed label free.

If removing the entire roll makes it easier to safely remove the jam, do so.
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Make sure no pieces of label or adhesive remain inside the printer.

You can manually feed a label through the printer or remove a small section of label material before closing the cover.
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Reload the label roll correctly and close the printer cover.

Power the printer back on and try printing again.

If the printer continues to jam, contact Snackpass Support.

The label printer can connect through either WiFi or Ethernet.

Before troubleshooting, confirm which connection type the printer is using.
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If the printer is connected through WiFi and cannot connect to the network, reset the printer's WiFi connection.

See Resetting The Printer's WiFi Connection.
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If the printer is connected through Ethernet:

If the printer still cannot connect after trying another Ethernet port and cable, contact Snackpass Support.

Make sure the printer's power cable is securely connected to both the printer and a working 120V wall outlet.
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Locate the physical power button on the front face of the printer, near the indicator lights and Feed button. Press the power button once to turn the printer on.
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If the printer is frozen or unresponsive, follow the Power Cycling The Printer procedure. If the printer still will not turn on after confirming the power connection and completing a power cycle, contact Snackpass Support.

Power cycling can help resolve temporary printer issues.

Use this procedure when the printer is connected through WiFi and cannot establish a network connection.
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Important: The printer must be completely powered off before starting this procedure.
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The SW button is a recessed pinhole on the back of the printer, in the bottom-left corner, directly below the cash drawer port.
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Use a paperclip or pen to access the button.
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The reset is complete when the printer produces the final label containing a QR code and the IP address 192.168.192.168.
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Once this final label prints, contact Snackpass Support before continuing so Support can provide the next steps for reconnecting the printer.

Regular cleaning helps maintain print quality and prevent printing issues.

Before cleaning the printer, turn it off and unplug it from the power outlet.
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The thermal print head is a small, black horizontal strip inside the paper feed path. To clean it:

The platen roller is the cylindrical rubber component located near the thermal print head. To clean it:

Snackpass recommends the following:

Load the label roll so that:
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If labels are coming out completely blank, see Printer Is Printing Blank Labels.

To purchase approved label rolls for L100 printers:

Each case contains 27 rolls, with approximately 2,100 labels per roll (approximately 56,700 labels per case).
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Shipping: Included with the order and typically takes 2–3 days.
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Note: Label rolls may also be purchased from external vendors, provided they are from the approved label roll list and are compatible with L100 printers. Using label rolls from brands that are not on the approved list may void your printer's warranty. If purchasing from another provider, always refer to the approved label roll list to ensure compatibility and maintain warranty coverage.

Contact Snackpass Support if: