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Troubleshooting: Kitchen and bar printers

My printer stopped working - how to fix it


This guide helps you troubleshoot printer problems and understand what the indicator lights mean.


Understanding printer lights


Your printer has 2 indicator lights on the front:


  1. Blue light - Shows the printer has power
  2. Green light - Shows ethernet connection status
  • Solid green: Connected to ethernet
  • Blinking green: Trying to connect
  • No green light: No ethernet connection


First troubleshooting step


  1. Unplug the ethernet cable from the printer
  2. Wait a few seconds
  3. Reconnect the cable
  4. Check if the green light becomes solid


Check your router


If reconnecting doesn't work:

  • Verify your router is turned on and connected
  • Check if internet ports or dongle have connectivity
  • If there's no internet connection, your router/switch may be off


Printer is flashing red

Cause: Paper needs to be refilled or adjusted


Solution


  1. Check if paper roll is empty
  2. Refill with thermal paper roll
  3. Ensure paper is properly loaded


Paper specifications:

  • Maximum width: 80mm
  • Type: Thermal rolls 80mm
  • Available to purchase online


Printer is printing blank orders

Cause: Paper roll is loaded incorrectly (upside down)


Solution


  1. Open the printer
  2. Remove the paper roll
  3. Flip it around
  4. Reload the paper roll
  5. Test print to verify


Printer is blinking green

Cause: Internet connection issue


Troubleshooting steps


  1. Check cable connections
  • Verify ethernet cables are connected to printer and router
  • Ensure cables are firmly plugged in


  1. Verify internet connection
  • Confirm you have active internet connectivity
  • Test other devices on the network


  1. Restart the printer
  • Turn off the printer
  • Wait 10 seconds
  • Turn it back on


  1. Reconnect ethernet cable
  • Remove the ethernet cable
  • Wait 10 seconds
  • Plug it back in


  1. Check router status
  • Ensure router is powered on
  • Verify router is functioning properly


Still not working?


Internet ports issue:

  • You may have WiFi but wall ethernet ports may not have internet
  • Contact your internet provider, or
  • We can help you install a WiFi dongle to run printers via WiFi


Need further assistance:

  • Contact your internet provider if none of these steps work


Printer is connected but not printing orders

Cause: Printer is not assigned to the correct categories


Solution


  1. Access printer settings
  • Go to SETTINGS
  • Select CLOUD PRINTERS


  1. View categories
  • You'll see all categories from the POS back office
  • Check which printer is assigned to each category


  1. Assign printer to categories
  • Press Assign Printer
  • Choose the printer that items should print on
  • Save the configuration


  1. Verify assignment
  • Ensure the printer is connected to the correct categories
  • Test by sending an order from each category


Quick troubleshooting checklist



No green light:

✅ Check ethernet cable connection

✅ Verify router is on

✅ Reconnect ethernet cable


Flashing red:

✅ Check paper level

✅ Refill with 80mm thermal rolls

✅ Ensure paper is properly loaded


Printing blanks:

✅ Flip paper roll around

✅ Reload correctly


Blinking green:

✅ Check all cable connections

✅ Restart printer

✅ Verify internet connection

✅ Contact internet provider if needed


Connected but not printing:

✅ Check printer category assignments

✅ Assign printer in CLOUD PRINTERS settings

✅ Test with order


Need help?

For additional printer support, contact support at support@superbexperience.com


Updated on: 12/10/2025

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