Home Troubleshooting Order dockets are not printing

Order dockets are not printing

Last updated on Oct 22, 2026

First: reprint it

On the POS, open Orders, select the order and select Reprint docket: see Find and take payment for orders on the POS.

If the reprint prints, the printer is fine and something upstream did not send the order to it. If it does not, work through the checks below. (The portal's Orders screen no longer prints, since October 2026.)

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.

In the portal: Settings → Printers

Settings → Printers (admin only) lists every printer at your store with its status: the same states as Printer status on the POS, plus Has never checked in and Inactive. Each row also says who prints it: CloudPRNT, or the POS devices or kiosks that print it straight.

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 devices, over your shop's 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 kiosks, never online orders, and only for the kiosks ticked under Prints for (with none ticked, for every kiosk not ticked on another printer).

See Set up a Star CloudPRNT docket or label printer.

A printer the POS prints to

When Printed by is The POS devices, over your shop's 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.

An Epson, or another make

An Epson prints only while a POS (or, for a kiosk's printer, the kiosk) is open: it has no CloudPRNT. With every POS closed, online orders wait, and print when one opens, up to 30 minutes after their pickup or delivery time. When a POS is open and a docket still doesn't print, the POS's Printer status says why: a cover open, no paper, or a device ID that doesn't match the printer's. See Set up an Epson receipt printer.

The portal's Orders screen used to print to an Epson itself, or through the Android Quick Printer app. It no longer does (October 2026): the POS prints instead. Other receipt printers, such as Rongta or Xprinter, can't be reached from a web browser, so mypreorder can't print to them.

Still nothing

Note what Settings → Printers shows for the printer (its status, and who prints it), then contact support with those details.