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Troubleshooting & Maintenance: Printers
Troubleshooting & Maintenance: Printers

This guide will provide some troubleshooting steps for the label and receipt printers

Updated over 3 months ago

Please review this guide if you are having any trouble with your printers. If you need additional support, please contact the Snackpass customer support team at +1 866 868 2146 (call) or message us using the Partner App!

Quick Links

Troubleshooting

  1. My printer is not printing

  2. My printer is not connecting to the internet

  3. My receipts/labels are printing poorly/blurry

  4. My receipts/labels are cut off

  5. My printer door is not latching shut

  6. My printer is printing two receipts/labels for every order

  7. My label printer (L100) is only printing 1 label at a time

Maintenance

  1. Clean my printer - L100

  2. Clean my printer - M30II-H

  3. Replace a paper roll - L100

  4. Replace a paper roll - M30II-H

Printer Guide

For additional information regarding your printer, please see the digital user manuals linked below

Epson L100: The Snackpass label printer

Epson M30-II-H: The Snackpass receipt printer

Product Diagrams

L100

M30II-H

Troubleshooting

My printer is not printing

  1. Ensure all cables are properly connected and fully seated in the desired port

  2. Ensure all lids and case openings are completely closed.

  3. Check how many items are being printed - the label printer will not auto-print orders larger than 150 items. If an order comes in larger than 150 items, the labels will have to be printed out individually through the orderhub or dashboard

  4. Power cycle your printer

    1. Press the power button to turn off the printer

    2. Unplug the printer from the wall outlet

    3. Wait 15 seconds

    4. Plug the printer back into the wall outlet (make sure to use a functioning wall outlet)

    5. Press the power button to turn on the printer again

  5. Ensure your printer does not not have a paper jam

  6. Ensure the paper roll is fed through the opening properly

  7. As a last step, on the back of the printer, please press the button on the bottom of the printer labeled SW using a toothpick, pen, etc. ONLY if your printer is connected via USB or Bluetooth.

  8. 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 Printer is not connecting to the internet

  1. Ensure all cables are properly connected and fully seated in the desired port

  2. Reconnect the internet connection method

    1. If connected over Wifi: unplug the Wifi dongle (found under the back cover), wait 15 seconds and plug it back in

    2. If connected over ethernet: unplug the ethernet cable, wait 15 seconds and plug it back in

      1. If you have a different ethernet cable, try and connecting through that cable. If this works, a new ethernet cable will be needed

  3. Power cycle your printer

    1. Press the power button to turn off the printer

    2. Unplug the printer from the wall outlet

    3. Wait 15 seconds

    4. Plug the printer back into the wall outlet (make sure to use a functioning wall outlet)

    5. Press the power button to turn on the printer again

  4. 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/labels are printing poorly/blurry

  1. Ensure all lids and case openings are completely closed.

  2. Power cycle your printer

    1. Press the power button to turn off the printer

    2. Unplug the printer from the wall outlet

    3. Wait 15 seconds

    4. Plug the printer back into the wall outlet (make sure to use a functioning wall outlet)

    5. Press the power button to turn on the printer again

  3. Ensure your printer does not not have a paper jam

  4. Ensure the paper roll is fed through the opening properly

  5. Check the label paper guiding roles and ensure there is no build up or obstructions.

  6. Clean the printer - follow this guide for printer cleaning

    1. After cleaning, the printer may need to print 15-20 time to become clear again

      Note: Because the L100 printers use an adhesive-backed label paper, timely maintenance and occasional cleaning of the print head is important for ensuring smooth operation of the device.

  7. 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/labels are cut off

  1. Ensure all lids and case openings are completely closed.

  2. Power cycle your printer

    1. Press the power button to turn off the printer

    2. Unplug the printer from the wall outlet

    3. Wait 15 seconds

    4. Plug the printer back into the wall outlet (make sure to use a functioning wall outlet)

    5. Press the power button to turn on the printer again

  3. Ensure your printer does not not have a paper jam

  4. Ensure the paper roll is fed through the opening properly

  5. Check the label paper guiding roles and ensure there is no build up or obstructions

  6. Check if the plastic guard is installed correctly, and follow video will show you how to make sure plastic guard is clicked into place.

  7. Clean the printer - follow this guide for printer cleaning

    1. After cleaning, the printer may need to print 15-20 time to become clear again

      Note: Because the L100 printers use an adhesive-backed label paper, timely maintenance and occasional cleaning of the print head is important for ensuring smooth operation of the device.

  8. 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 printer door is not latching shut

  1. Make sure there are no foreign objects in the printer

    Warning: do not put any foreign objects into the printer at any time

  2. Ensure there is nothing obstructing the printer door and the roll is properly seated in the printer

  3. 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 printer is printing two receipts/labels for every order

  1. Duplicate prints usually signifies that your printer is connected to the Orderhub through multiple connection methods (SDP, bluetooth, WIFI and/or USB). Make sure your printer is only connected through one of these connection types (if it is connected through multiple channels, disconnect all other connections - SDP is always the preferred connection method)

  2. 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 label printer (L100) is only printing 1 label at a time

  1. Check if the printer has "Paper removal standby mode" enabled (Paper removal standby mode refers to a mode where the printer automatically enters a standby state if no paper is removed from the printer. This feature helps to conserve energy and optimize printer performance.)

    Warning: If you do not pull the label out within 20 minutes of it printing. Other labels in the queue can expire, to reprint, simply tap on the order you need to be reprinted & hit the yellow printer icon.

    1. To turn this feature off, you need:

      • TM-Utilities app, available on iOS & Android.

      • Your device must be connected to the same network as the printer

    2. Open the App, & look for your printer, it should automatically find your printer if you are within proximity (<5ft). If there is no printer selected, click the blue bar and a printer list should pop up.

    3. After selecting the printer:

      1. click “Change Printer Settings”

      2. Then click “Various Settings”

      3. Then click “TM-L100 Setting”

      4. Then click “Paper Removal Standby”

      5. Then click “Enabled”

      6. Then click “Disabled”

      7. Then click “Set to printer”

    4. After clicking on “Set to printer” it should take about 30 seconds for it to update. That is the printer rebooting. You should also see the flashing WiFi & Ethernet icons in blue

    5. Once the process is complete, you should see a label with your IP information print out. You are all set!

    Warning: The label printer will not auto-print orders larger than 150 items. If an order comes in larger than 150 items, the labels will have to be printed out individually through the orderhub or dashboard

  2. 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 label printer (L100) is not making a sound when it prints.

In order to enable or disable the buzzer for your label printer, follow the next steps:

  1. Open the TM Utility App.

  2. Tap the blue banner at the top that says "PRINTER NOT SELECTED."

  3. Find and select the TM-L100 printer from the list.
    ​

  4. Once selected, go to “CHANGE PRINTER SETTINGS.”
    ​

  5. Navigate to “VARIOUS SETTINGS.”
    ​

  6. Tap on “BUZZER.”
    ​

  7. At the top, below SELECT BUZZER, choose INTERNAL BUZZER if you want the printer to make a sound, or select DISABLED if you do not want it to make a sound.
    ​

  8. After making the change, go back, and tap the “SET TO PRINTER” button in the bottom right corner. A pop up will show the progress of this process.
    ​


    ​




    Printer maintenance

Clean my printer

L100

  1. Turn off the printer and disconnect the AC cable from the power outlet

  2. Open the roll paper cover

    1. If the paper roll cover is stuck, follow this video guide

  3. Clean the inside of the printer following the instructions listed below:

    1. Thermal Head

      1. Clean the thermal head with a cotton swab moistened with an alcohol solvent (ethanol or IPA).

        Warning: After printing, the thermal head and its surroundings can be very hot. Be careful not to touch it and to let it cool before you clean it

        Warning: Do not damage the thermal head by touching it with your fingers or any hard object

    2. Paper Exit Area

      1. Wipe off paper dust or glue with a slightly damp cloth

    3. Inside the Roll Paper Holder

      1. Wipe off paper dust with a dry or slightly damp cloth

    4. Side Surfaces of the Roll Paper Holder

    5. If there is glue on the side surfaces of the roll paper holder or of the paper guides, wipe it off with a cloth moistened with an alcohol solvent (ethanol or IPA).

      Warning: Do not use alcohol solvents to clean areas other than those specified. Doing so may damage or break the parts made of plastic and rubber

    6. Platen Roller and Its Surroundings

      1. Wipe off paper dust or glue with a slightly damp cloth.

        1. If paper dust or glue has attached to the black mark sensor, blow it off or wipe it off with a slightly damp cloth.

          Note: A in the diagram below is the black mark sensor

  4. Let the cleaned surface dry completely, then close the roll paper cover.

M30II-H

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 with a cotton swab moistened with water. Turn on the product power only after the water has completely dried.

Warning: After printing, the thermal head and its surroundings can be very hot. Be careful not to touch it and to let it cool before you clean it.

Warning: Do not damage the thermal head by touching it with your fingers or any hard object.

  1. Turn off the printer and disconnect from AC power

  2. Open the roll paper cover

    1. If the paper roll cover is stuck, follow this video guide

  3. Clean the thermal elements of the thermal head and the platen roller with a cotton swab moistened with an alcohol solvent (ethanol or IPA)

    Note: 1 in the diagram is the thermal head and 2 in the diagram is the platen roll

Replacing a paper roll

L100

  1. Turn on the printer

  2. Open the roll paper cover

    1. If the paper roll cover is stuck, follow this video guide

  3. Remove the used roll paper core if any

  4. Install the roll paper in the correct direction

    1. Make sure that the roll paper is not slack. If the roll paper is slack, take up the slack before installing it.

      Warning: Before installing the roll paper, take up any slack in the roll paper by pulling its leading edge. If you install a slack roll paper, a paper jam or print quality problems may occur. Make sure that the roll paper is not deformed. Using a deformed roll paper will cause the printer to malfunction.

  5. Pull out some paper, and close the roll paper cover

  6. When the printer power is on, the roll paper is automatically cut

M30II-H

  1. Open the roll paper cover

    1. If the paper roll cover is stuck, follow this video guide

  2. Remove the used roll paper core if any

  3. Install the roll paper in the correct direction

  4. Pull out some paper, and close the roll paper cover

  5. When the printer power is on, the roll paper is automatically cut

How to

Disable the L100 Buzzer/Beeping noise

  1. The beeping can be disabled through the TM Utility App

  2. Navigate to Change Printer Settings

  3. Click on Various Settings

  4. Click on Buzzer

  5. Select OFF

If the roll paper cover is stuck

Related Articles
Troubleshooting: Model D4 & B4 (Snack Duo & Countertop kiosk Gen 2)
Receipt Printer: Installation & Troubleshooting Guide
Label Printer: Installation & Troubleshooting Guide
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