Home Troubleshooting Order dockets are not printing

Order dockets are not printing

Last updated on Aug 27, 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.

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. An IP Address has been entered in the portal. That disables CloudPRNT — the field's own help text says so. Clear it.
  6. Polling time is too aggressive or too slow. No less than 30 seconds, or 10 seconds for a kiosk printer.

See Set up a Star CloudPRNT receipt printer.

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.