Troubleshooting: Epson Printers

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OVERVIEW

Troubleshooting printers is often a matter of logically identifying the issue and trying common solutions. Lavu Customer Care (855-528-8457 or support@lavu.com), Certified Lavu Resellers, and local IT Professional be used to troubleshoot any network or printer issues. Lavu is sometimes limited in its ability to troubleshoot printers remotely. If, in the process of troubleshooting, any changes are made then it is important to attempt a test print after each change.

Note: Testing Kitchen printers requires a brand new ticket creation (after reloading settings) with each test. Existing tickets retain prior settings, which is problematic to testing. 

 

For hardware issues or warranty issues past 30 days of purchase, direct Epson support can be reached at 562-276-1314 (press option number 3).

 

An Epson printer’s model and serial number are located on a sticker on the side, or bottom, of the printer. Lavu supports the following models of Epson printers:

Printer Model

Type

Notes

TM-T20

Thermal (Receipt)

 Retired from the Lavu Shop

TM-T20II

Thermal

 

TM-T70II

Thermal

 Retired from the Lavu Shop

TM-M30

Thermal

  Also available in a Wireless version

TM-T88V

Thermal

 Also available in a Wireless version

TM-T88V-i

Thermal, Smart Printer

Required for USB Readers and RFID Readers

TM-U220B

Impact (Kitchen)

 

TM-U220-i

Impact, Smart Printer

Used for Epson KDS only

TM-P20

 Thermal, Mobile Printer

Graphics mode not supported 

TM-P60

 Thermal, Mobile Printer

 

 TM-P80

Thermal, Mobile Printer

 

  

IDENTIFYING THE ISSUE

Use the following diagram to narrow down the issue depending on what is occurring at the location:

Printer_TS_Diagram.png

Network/Router Issue

If a network issue has been identified, please see the following support article for Basic Router Troubleshooting.

 

iOS Device Issue

Most printing issues from an iOS device are resolved by power cycling the device, ensuring it is connected to the proper WiFi network, or selecting the register for receipt printers:

For more extensive troubleshooting steps, please see the following article: Troubleshooting Apple iOS Devices

 

BASIC TROUBLESHOOTING

Common Resolutions

Here are some common resolutions for printing issues:

 

Basic Questions

The majority of issues are resolved with a few basic questions:

  1. Has the printer been power cycled? 
  2. Is the printer plugged into a power source?
  3. Does the printer have paper, or the correct paper (thermal or impact)?
  4. Is the Ethernet cable plugged into the back of the printer securely? Is the other end plugged into the router securely? Is the Ethernet cable frayed or otherwise damaged?
  5. Is the ink ribbon properly installed (impact printers)?

Note: Flashing ethernet lights (around the port) indicate connectivity.

 

Error Lights

Is a red error light blinking on the front of the printer? The following images define the Epson error light messages:

Epson_Errors_1.png

Epson_Errors_2.png

Epson_Errors_3.png

For Epson error light messages, please contact direct Epson support at 562-276-1314 (press option number 3).

 

Clearing Cache

Clearing the printer’s cache helps resolve common printing errors when print jobs may be stuck in the internal memory of the printer.

To clear the cache on all Lavu supported Epson Models:

  1. Turn the printer off.
  2. Hold down the feed button.
  3. Turn the printer back on while holding the feed button.
  4. A page will start to print, release the feed button.
  5. When the page has finished printing, tap the feed button once more.
  6. This will cause a second page to print and the cache will be cleared.
  7. Power cycle the printer.

 

Printing the IP Address

Please follow the steps below to print the printer’s IP address designation:

  • While the printer is turned on, use a pen or a paperclip to press and hold the small reset button on the back of the printer (usually located to the right of the ethernet port) for approximately three to five seconds. A ticket will print out containing the current IP address, Subnet Mask, Gateway, etc.

Epson TM-88V-i Note: Do NOT hold the reset button longer than 5 seconds. This will cause an Epson TM-88V-i to reset to factory default settings if the button is held for 10 seconds and then released.

TM88Vi_Ports.png

 

The IP Address is located in the Wired TCP/IP section at the bottom of the printout:

Epson_IP_Print.jpeg

Once the IP address has been printed, we can verify the printer IP settings in the Control Panel. Please see Printer Error Messages to identify when an incorrect IP address may be causing an error. Printers should have a unique, static IP address on the network. Static IP addresses are set from the printer itself, not the router. Click here for assistance setting printers to a static IP address.

Note: If the printer fails to pull an IP address, please double check the network connections and ensure the ethernet port lights show connectivity. Epson printers will print a 192.168.192.168 IP address when there is no network connection. Once a connection has been restored, power cycle the printer to print a new IP address. 

 

PRINTER ERROR MESSAGES

Error Message

Common Causes

Failed to Write to IP

Incorrect Printer IP Settings

Network/Router Issues

Incorrect Network

Time Out Error

Failed to Connect

Network Communication Error

Incorrect Printer IP Settings

Network/Router Issues

iOS Device Connection Issues

Incorrect Network

Unable to Find Printer Command Set

Incorrect Settings in the Control Panel

Settings Not Reloaded

No Error

Register Not Selected

Printing is Disabled

Miscellaneous

Unknown Status Error

Status Check Failure

Unknown Reasons

The preceding table of error messages helps narrow down and resolve printer issues. If problems persist contact your Lavu Certified Reseller, a local IT Professional, or Lavu Customer Care (855-528-8457 or support@lavu.com) to resolve this issue.

 

RECOVERY MODE (Software Update)

Recovery mode is only applicable to Epson TM-88V-i printers. These “Smart Printers” have software loaded onto the internal memory. Software updates occasionally fix miscellaneous issues, including problems with USB Credit Card Readers and RFID Readers. To force a software update in recovery mode:

  • Hold the reset button on the back of the printer for 20 seconds, then release.
  • If recovery mode was successfully initiated, the printer will print out: “UPDATER RUNNING DO NOT REBOOT”

If these steps did not work, additional steps are located in the following support article: Epson TM-T88V-i Recovery Mode Instructions.

Epson TM-88V-i Note: Do NOT hold the reset button longer than 5 seconds. This will cause an Epson TM-88V-i to reset to factory default settings if the button is held for 10 seconds and then released.

 

FACTORY RESET

A Factory Reset will restore the printer back to factory default settings. This is not recommended as a standard troubleshooting step until all other steps have been exhausted. The following information is provided for educational purposes, and can be useful in setting up an Epson printer on a newly configured network.

 

To Factory Reset an Epson printer:

  1. Turn off the printer.
  2. Press and hold the reset button on the back of the printer (normally located to the right of the ethernet port).
  3. Turn on the printer while holding the reset button.
  4. Wait until a message prints indicating that the printer is resetting.

 

To Factory Reset an Epson TM-88V-i printer:

  • Press and hold the reset button on the back of the printer (located to the right of the ethernet port) for approximately 10 seconds, and release. The printer will print a message stating it is resetting and that the printer should not be turned off.
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