Home Troubleshooting Order dockets are not printing

Order dockets are not printing

Last updated on Oct 16, 2026

First: reprint by hand

Open Orders and find the order.

  • Android Quick Printer stores have a Print button in the order's main button row.
  • Epson ePOS stores have Print Order in the order's More menu.

If the manual reprint works, the printer is fine and something upstream did not trigger it. If it does not, work through the checks below.

On the POS: Printer status

Every POS at a store with a Star printer has a printer button at the top, beside Help: Printer status. Select it to see each of your Star printers and what it last reported:

  • Ready: it's checking in and can print.
  • Out of paper, Cover open or another fault: the printer says it can't print. Fix it and the waiting orders print by themselves.
  • Not checking in: nothing from the printer for 3 minutes. Turn the printer off and back on again: that usually fixes it. If it still isn't checking in, check it's connected to your network.

Under a printer that isn't ready, it lists the orders waiting for it. The number on the button counts what hasn't printed; a ! means a printer needs looking at before anything is waiting. When you take a sale and its docket waits at your counter's printer because of one of these, the POS tells you straight away.

Which printer do you have?

Look at Settings. Only the printer types enabled for your store are listed. You may see Star Cloud Printer, Epson ePOS Printer, Android Printer, or none at all. The settings tabs are admin-only.

Star CloudPRNT

The commonest causes, in order:

  1. The printer is on USB. CloudPRNT needs ethernet — Star does not support it over USB.
  2. The Server URL is wrong. In the Star Intelligent Network Utility it must be exactly https://merchant.mypreorder.com.au/services/s/starprint.php
  3. CloudPRNT Service is not enabled on the printer.
  4. The MAC Address in the portal does not match the printer, character for character.
  5. The printer is printed by the POS, and no POS is open. When Printed by is The POS, over your network and Keep printing through CloudPRNT is off, nothing prints there until a POS device is open. Tick Keep printing through CloudPRNT, or open the POS. See Print straight from the POS to your printer.
  6. The polling time is wrong. It should be 5 seconds for a printer at a POS counter, 10 seconds for a kiosk printer, and 30 seconds for any other printer.
  7. The printer's Status is Inactive in the portal. Inactive printers receive no orders.
  8. No item on the order names this printer. A docket printer only receives an order when at least one item's Printer(s) setting in Menu Builder names it, and a label printer only labels the items that name it. This usually happens after renaming a printer from 1 to something like KITCHEN without updating the menu, or after adding a label printer without adding its name to any items.
  9. It is a KIOSK printer. A printer named KIOSK prints only orders placed on your kiosk, never online orders.

See Set up a Star CloudPRNT docket or label printer.

A printer the POS prints to

When Printed by is The POS, over your network, the Printer status button at the top of the POS, beside Help, also counts any docket the printer didn't print. Select it to see them. Fix the printer (paper, cover, power), then select Print again there. Not confirmed means the POS never heard back from the printer: check whether it printed before printing it again. If the POS can't reach the printer at all, use Manager → Printers → Check. See Print straight from the POS to your printer.

POS till slips and the cash drawer

The POS's X and Z reports and tax invoices print on the printer with its cash drawer, or else on the printer named 1. If the drawer doesn't open or the till won't print, see The cash drawer doesn't open, or the till won't print.

Epson ePOS

  1. Use Test Connection on Settings → Epson ePOS Printer. It tells you immediately whether the printer is reachable.
  2. Check the Printer IP Address is still correct. A printer on DHCP can be given a new address after a power cut — set a static address or a DHCP reservation.
  3. Check ePOS-Print is enabled in EpsonNet Config, and that the Device/Printer ID there matches the portal. The Epson default is usually local_printer.
  4. Check the Printer Port. Common ports are 8008, 8043 and 9001.

See Set up an Epson ePOS receipt printer.

Android Quick Printer

  1. Check the Printer Name in Settings → Android Printer matches the name in the Android Quick Printer app exactly. The default is receipt.
  2. Check the app is still running on the device — Android battery saving closes it.
  3. Check the device is awake and on the network.

Still nothing

Note which printer type you have, what the settings screen shows, and whether Test Connection passes, then contact support with those details.