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Diagnostic Tool

Answer a few questions to diagnose your issue:

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LED Indicators

Star printers have LED indicators that show printer status:
LEDStatusMeaning
PowerSteady bluePrinter is on and working
PowerOffNo power - check connections
NetworkSteady greenConnected to network
NetworkFlashing greenTrying to connect to network
NetworkOffNo network connection
ErrorSteady redPrinter cover is open
ErrorFlashing redOut of paper
The Bluetooth LED is not used with storekit - printers connect via WiFi or ethernet only.

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Quick Power Cycle

If your printer has steady blue and green lights but isn’t printing, try a power cycle:
  1. Turn the printer off
  2. Unplug the power cord from the wall
  3. Wait 30 seconds
  4. Plug back in and turn on
If queued orders start printing, the printer is back online.

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Connection Issues

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Power LED is off

  • Check the power cable is connected to both the printer and wall outlet
  • Disconnect and reconnect the power cable
  • Try a different power outlet
  • Press the power button - it should show a steady blue light

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Network LED is off or flashing

  1. Power off the printer
  2. Check the ethernet cable connection to your router (or WiFi signal strength)
  3. Disconnect and reconnect the network cable
  4. Power on the printer
  5. If still flashing, check your internet connection is working
No network connection = no orders printed. Always ensure your router is online and the printer is properly connected.

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BT Routers

BT routers often cause issues with printer connectivity. If you’re using a BT router and experiencing problems:
  • Whitelist the printer’s MAC address in your router settings to prevent connection drops
  • Consider upgrading to a higher-grade router if you’re expecting high order volumes

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Orders Not Printing

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Printer shows online but orders don’t print

  • If using auto-print, orders only print after being accepted
  • Check the buffer setting isn’t delaying pre-orders
  • Verify the printer is assigned to the relevant categories (for split printing)
  • Try sending a test print from the dashboard

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Some items not printing

  • For split printing: check the category is assigned to an online printer
  • Ensure the printer has paper
  • Place a test order to confirm routing

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Split Printing Issues

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Items printing on all printers

The category hasn’t been assigned to specific printers. Go to Menu → select the category → Printing tab and tick only the printer(s) you want.

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Items printing on wrong printer

  • Review the category’s Printing settings
  • Untick printers you don’t want receiving that category

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Faded or light printing

  • Check paper is loaded correctly (thermal side facing out)
  • Clean the print head with isopropyl alcohol
  • Replace paper roll if old or stored in humid conditions

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Text too small

Try the Large text size setting in your printer settings.

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Factory Reset

Only factory reset as a last resort. The printer will need to be set up from scratch.
If nothing else works: Step 1: Delete the printer from storekit
  1. Go to your storekit dashboard
  2. Navigate to Settings → Direct Printing
  3. Click the trashcan icon next to the printer to delete it
Step 2: Reset the printer
  1. Turn the printer off
  2. Insert a pen into the RESET hole on the back of the printer
  3. While holding the RESET button, press and release the POWER button
  4. Continue holding RESET until the green Network LED flashes
  5. Release the RESET button
  6. Press the FEED button to select the LAN interface
  7. Hold down FEED to confirm
  8. The printer resets to factory defaults
Step 3: Set up again Set up the printer again from the beginning.

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Email Notifications

storekit automatically sends email notifications when your printers go offline or come back online, helping you stay informed about printer status.

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Printer Offline Notifications

When a printer fails to check in for 5 minutes, you’ll receive an email that includes:
  • Printer details - Printer name, model, and MAC address
  • Offline timestamp - When the printer went offline
  • Quick actions - Direct link to view printer status in your dashboard

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Printer Online Notifications

When a printer reconnects after being offline for at least 5 minutes, you’ll receive a confirmation email with:
  • Printer details - Printer name and model
  • Online timestamp - When the printer reconnected
  • Status confirmation - Verification that the printer is ready to receive orders

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Ensuring You Receive Notifications

Make sure your venue email address is configured correctly:
  1. Go to Store Settings in your dashboard
  2. Navigate to Store Details
  3. Verify your email address is correct
  4. Add multiple email addresses if needed (the first address will receive notifications)
Printer status notifications help you catch connectivity issues before they impact order fulfillment. If you receive an offline notification, check your printer’s power and network connection immediately.

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Still Having Issues?

  1. Send a test print from the dashboard to confirm connectivity
  2. Note any error lights or messages
  3. Check for printer status email notifications
  4. Contact storekit support with your store name and description of the issue