This guide provides troubleshooting, maintenance, and paper replacement instructions for the Epson TM-m30III receipt printer.
The TM-m30II-H uses the same troubleshooting procedures, with one main difference: when connected through WiFi, the TM-m30II-H requires a WiFi dongle connected to a USB port. The TM-m30III has WiFi built in and does not require a WiFi dongle.
Troubleshooting
Receipt Printer Is Not Printing
If the printer is not printing receipts:
1. Power Cycle The Printer
Most connection and printing issues can be resolved by restarting the printer.
Follow the steps in Power Cycling The Printer.
2. Check The Paper Roll
Make sure a receipt paper roll is installed correctly and that the paper can feed through the printer.
See Replacing The Receipt Paper Roll for the correct paper orientation.
3. Check The Printer Cover
Make sure the paper roll cover is completely closed.
The printer may not print if the cover is not securely closed.
4. Check For A Paper Jam
Open the paper roll cover and check whether paper is stuck inside the printer.
If you find a jam, follow Receipt Paper Is Jammed.
If the printer still does not print after completing these steps, contact Snackpass Support.
Receipt Printer Is Printing Blank Receipts
If the printer feeds paper normally but the receipt comes out completely blank, the paper roll is most likely loaded upside down.
Thermal receipt paper only has a heat-sensitive coating on one side. If the paper feeds over the top of the roll, the non-printable side may face the thermal print head, resulting in a blank receipt.
Fix The Paper Orientation
Open the paper roll cover using the cover-release lever on the top-right side of the printer, next to the paper roll cover.
Remove the paper roll.
Reload the roll so the paper feeds from the bottom of the roll, with the loose paper extending underneath the roll toward the front of the printer.
Make sure the shiny, thermal side of the paper faces the thermal print head.
Pull approximately 1–2 inches of paper past the integrated cutter.
Press firmly on both sides of the cover until it clicks securely into place.
Print a test receipt.
Receipts Are Blurry Or Faded
If receipts look faded, blurry, or as though the printer is running out of ink, the thermal print head may need to be cleaned.
1. Check The Paper Feed
Make sure:
The paper roll is installed correctly.
The paper feeds from the bottom of the roll.
The shiny thermal side faces the thermal print head.
The paper roll cover is completely closed.
2. Clean The Thermal Print Head And Platen Roller
After cleaning, print a test receipt. If receipts are still blurry or faded, contact Snackpass Support.
The Same Receipt Is Printing More Than Once
Duplicate receipts can occur when the printer is connected to SnackOS through the normal printer connection and is also connected through Bluetooth.
This applies only to SnackOS 1.0. SnackOS 2.0 does not support bluetooth connectivity.
Remove The Bluetooth Connection
Open SnackOS.
Go to Settings > Printer.
Find the receipt printer that is connected through Bluetooth.
Select the printer and choose Disconnect.
The printer should remain connected through its normal network connection:
SnackOS 1.0: SDP
After forgetting the Bluetooth connection, try printing another receipt.
Receipt Printer Is Not Connecting
The receipt printer can connect through either WiFi or Ethernet.
Before troubleshooting, confirm which connection the printer is using.
First: Restart The Printer
Power the printer off and back on.
A restart resolves most connection issues. After restarting, check whether the printer begins printing normally. If the issue persists, continue with the applicable connection steps below.
Ethernet Connection
If the printer is connected through ethernet:
Disconnect the ethernet cable from the printer.
Reconnect the cable securely.
If the printer still does not connect, try a different ethernet port on the modem or router.
If the issue persists, try a different ethernet cable.
Power cycle the printer again.
Test the printer.
If the printer still cannot connect, contact Snackpass Support.
WiFi Connection
If the printer is connected through WiFi:
Confirm that the modem/router is powered on.
Confirm that other devices can connect to the network.
Power cycle the printer.
Test the printer again.
As a last resort, you can restart the modem/router. This may temporarily interrupt internet access for other devices at the store, so only do this if appropriate for the store.
If the printer still cannot connect after these steps, contact Snackpass Support.
Receipt Paper Is Jammed
If receipt paper is stuck inside the printer:
1. Turn Off And Unplug The Printer
Press and hold the power button on the top of the printer housing until the printer is completely powered off. Then unplug the printer from power.
2. Open The Paper Roll Cover
The cover-release lever is located on the top-right side of the printer, next to the paper roll cover. Pull the lever gently toward the back of the printer to open the cover.
3. Remove The Jammed Paper
Carefully remove the jammed paper.
Pull the paper gently rather than using force.
If necessary, remove the entire paper roll first.
If removing the roll makes the jam easier to access, do so.
Be careful around the integrated cutter blade at the top of the printer. Do not touch or damage the blade.
If needed, manually feed or remove a small amount of paper before closing the cover.
4. Reload The Paper
Reload the receipt paper correctly and close the cover firmly until it clicks.
Power the printer back on and try printing again.
If the paper continues to jam, contact Snackpass Support.
Troubleshooting Procedures
Power Cycling The Printer
Power cycling the printer can resolve many temporary printing and connection issues.
Locate the power button on the top of the printer housing.
Press and hold the power button until the power LED starts flashing.
Release the power button.
Wait until the printer is completely powered off.
Do not unplug the printer before it is fully powered off.
Once the printer is off, unplug the power cable.
Wait 15 seconds.
Plug the printer back into power.
Press and hold the power button until the power LED turns on.
Release the power button.
Test the printer again.
Maintenance
Regular cleaning helps maintain print quality and prevent printing issues.
Before cleaning the printer, turn it off and unplug it from power.
Cleaning The Thermal Print Head
The thermal print head is located inside the paper compartment, mounted to the front-facing wall of the printer body.
Safety Warning: Do not touch the thermal print head directly with your fingers or with metal objects. The print head can become extremely hot immediately after printing, and touching it can damage the component.
To clean the thermal print head:
Turn off and unplug the printer.
Open the paper roll cover.
Locate the thermal print head on the front-facing wall inside the paper compartment.
Apply a small amount of isopropyl alcohol directly to a lint-free cotton swab.
Gently wipe the thermal print head with the swab.
Allow it to dry briefly before using the printer.
Cleaning The Platen Roller
The platen roller is the rubber roller attached to the inside of the paper roll cover.
When the paper roll cover is opened, the platen roller lifts up and moves with the cover.
To clean the platen roller:
Turn off and unplug the printer.
Open the paper roll cover.
Apply a small amount of isopropyl alcohol directly to a lint-free cotton swab.
Gently wipe the platen roller with the swab.
Rotate the roller manually while cleaning to clean its entire surface.
Allow it to dry briefly before using the printer.
Replacing The Receipt Paper Roll
Use 3 1/8-inch thermal receipt paper with the Epson TM-m30III.
1. Open The Paper Roll Cover
Locate the cover-release lever on the top-right side of the printer, next to the paper roll cover. Pull the lever toward the back of the printer to open the cover.
2. Remove The Old Roll
Lift the old paper roll or plastic core straight up and out of the paper compartment.
3. Insert The New Roll
Place the new roll into the paper compartment so that:
The paper feeds from the bottom of the roll.
The loose paper extends underneath the roll toward the front of the printer.
The shiny thermal side faces the front wall of the printer and the thermal print head.
4. Pull The Paper Forward
Pull approximately 1–2 inches of paper past the integrated cutter.
5. Close The Cover
Press firmly on both sides of the cover until it clicks securely into place.
The printer does not automatically cut the excess paper when the cover is closed.
Tear off the extra paper manually using the printer's built-in tear bar.
Resetting The Printer's WiFi Connection
Do not use the SW button as a standard troubleshooting step. Only use this procedure when the printer requires a WiFi connection reset.
If you are unsure about performing this procedure, contact Snackpass Support for assistance.
1. Turn The Printer Off
Make sure the printer is completely powered off.
2. Locate The SW button
The SW button is a recessed pinhole on the bottom of the printer, next to the Ethernet (LAN) port.
You can access it using a paperclip or pen.
3. Start The WiFi Reset
Press and hold the SW button.
While continuing to hold the SW button, press the printer's power button to turn the printer on.
Continue holding the SW button.
Wait for the printer to print the reset receipt.
Release the SW button after the reset receipt prints.
Wait approximately 30 seconds for the printer to print the second receipt.
The printer will enter Simple AP mode.
The WiFi indicator light should turn solid.
Reconnect the printer using the Internet Setup Guide.
If you are not sure how to complete the WiFi reset or reconnect the printer afterward, contact Snackpass Support.
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.
When To Contact Snackpass Support
Contact Snackpass Support if:
The printer still does not print after completing the applicable troubleshooting steps.
The printer continues to print blank receipts after confirming the paper is loaded correctly.
Receipts remain blurry or faded after cleaning the thermal print head and platen roller.
The same receipt continues to print multiple times after removing the Bluetooth connection.
The printer cannot connect through WiFi or Ethernet after completing the applicable connection steps.
The printer repeatedly jams.
The printer will not power on or remains unresponsive after power cycling.
You need to reset the printer's WiFi connection but are unsure how to safely perform the procedure.
The printer has physical damage or another issue that cannot be resolved using this guide.
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!