Troubleshooting the Star Printer TSP100III

Below you can find a list of the most common issues you might see with the  TSP100III thermal printer and ways on how to resolve them easily and quickly.

IMPORTANT: Please be aware that if the printer has been in use, the printer head may be hot. Make sure you take the appropriate safety precautions when using it to avoid any possible skin burns.

The printer does not turn on

If the blue Ready LED does not turn on even when the power is turned on, it may mean that the power cable is not properly connected.

  1. Check that the power cable at the bottom of the printer is connected properly. 
  2. Check that the power cable is properly connected to the main power supply.
  3. Try a different wall socket.
  4. If available, try a different power cable.

When properly connected to the power supply, the blue Ready indicator should light up on the front side of the printer.

Cannot connect to the iPad App 

Make sure that the blue Ready indicator is lit on the printer. If not, please check the instructions above.

  1. Make sure Bluetooth is turned on in the iPad settings.
  2. Make sure the printer appears under My Devices and that there is the indication Connected. If you see Not Connected, follow the instructions on how to reconnect the printer

  3.    

  4. If the printer is connected to any other device, unpair the printer from all devices.
  5. Once the printer is disconnected from all devices, pair it with the iPad you would like to use.

The receipt is not printed properly

  1. The Ready LED should be lit with a blue color. If you notice the LED flashing or has a different color please refer to the Printer's Manual for identifying the issue.
  2. Make sure the printing paper is facing the correct direction as shown in the picture below

  3. As this printer uses thermal printing paper, it will not print on ordinary paper. Also, if there are issues such as printed words being faint, it may be that the paper does not meet the specifications or the paper has become old and can no longer be used for printing. Check the appropriate paper roll specifications in the Printer's Manual and make sure the paper used meets the printer's specifications. 
  4. Check that self-printing is working properly:
    1. Press the power switch on the side of the main unit.
    2. While pressing the FEED button, turn the power on.
    3. Release the FEED button when self-printing has started.

Paper jams

IMPORTANT: When experiencing a paper jam, please do not attempt to forcefully remove the paper from the cutting field to avoid damaging the printer.

  1. Turn off the printer and wait at least 1 minute to allow the header to cool down.
  2. Open the print cover by pushing the opening lever.
  3. Gently remove jammed paper. Please check and make sure there are no pieces left. Kindly note that attempting to forcefully remove the paper may damage the product. If you cannot remove the paper without applying pressure, please contact the seller.

To avoid any future paper jams, please make sure that when replacing the paper roll, the leadoff is both straight and aligned with the exit hole. Also, ensure that there is nothing blocking the paper as it exits the printer.

The printer cover does not open

If the printer cover does not open even when you press the open lever, it is likely that a paper jam has occurred, and locked the cutter. To release the cutter lock please do the following:

  1. Press the power switch on the side of the printer.
  2. Remove front cover 
  3. Remove the paper that is jammed inside the front cover.
  4. Move the movable part to the home position by rotating the cutter knob (b) and moving the movable part (c) in the home position (d) 
  5. Remove the paper that is jammed inside the printer.
  6. Set the paper roll in the direction as shown in the illustration.
  7. Attach the front cover and power on the printer.

For further information, you can also refer to the Star Printer TSP100III manual.

If you have any additional questions, you can contact our Customer Experience team at support@anyroad.com.

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