Receipts aren't printing on your Windows computer and you are using a LAN/Ethernet printer? Follow these steps below:
1. Restart your web browser
To fully restart your web browser you will need to click the menu ☰ button on the web browser, then select exit. Simply clicking the red X on the web browser window does not always quit the browser completely and will sometimes allow issues to persist, so it is important to actually exit the browser then re-open it.
2. Restart your computer
Sometimes there can be other processes working under the hood on your computer that may interfere with communication between your computer and the printer. Restarting the computer will vary slightly from version to version.
Windows Vista / Windows 7
Click the start button in the bottom left corner of your screen and click the small arrow next to Shutdown. You can then select restart from this list.
Windows 8 / Windows 8.1 / Windows 10
From the desktop, right click on the Windows logo in the bottom left corner. Then select Restart from the Shut down or sign out menu.
3. Verify the receipt printer and the computer are on the same network
From your Desktop, click the Start button in the bottom left corner of your screen and type Network and Sharing Center. From there click on Ethernet or Wireless depending on your connection type.
This will pop up a window with your connection, click the Details button. Your IP Address will be shown as IPV4 Address. Take note of the first three groups of numbers ex. 192.168.1
On your receipt printer, you will need to print a network configuration report
- Flip the power switch on the side of the printer off
- Hold down the FEED button on the front of the printer
- While continuing to hold the FEED button down, flip the power switch on
- The lights should flash for a few seconds and then two pages should print out with a cut between them.
- You can now release the FEED button.
The second page printed should resemble the image below (though the actual numbers will vary.) Your printer should have an IP address under the "Current IP Parameters Status" section (circled in green below). If the IP Address is "0.0.0.0 (Didn't obtain)" it indicates a problem with the connection between your printer and your local network router or switch. Check the cabling and try again.
Compare the two IP Addresses, both of the first three groups of numbers should be the same. If they are not that means the two devices are on different networks. Verify that your computer is connected to the same router as the receipt printer and try again. If you are still experiencing an issue with being on different networks, we recommend contacting your network administrator or internet provider for assistance.
4. Make sure Heartland Retail Connect is running
You can find Heartland Retail Connect installation instructions and troubleshooting steps here.
5. Set the correct printer in Heartland Retail
From within Heartland Retail, navigate to the Point of Sale and click the menu ☰ button in the top left corner, then click Settings.
This will load a window that allows you to select your receipt printer. If you have a LAN/Ethernet printer, it will be displayed with an IP Address such as Star TCP (192.168.1.20). If it is a USB printer it will be displayed as the printers name such as STAR_TSP143__STR_T_001_ or Star TSP 100 Cutter.
Once you select your printer, you should see a green notification on screen notifying you of your printer change. If you do not see a notification, select the blank line at the top of the list, then select the correct one again.
Help! My receipt printer is still not working.
If you have followed all of the troubleshooting steps outlined above and you are still having an issue, please send us an email at HRetailsupport@heartland.us and we can assist you.