Troubleshooting Cloud and Hardwired Printers

Dani M.
Dani M.
  • Updated

If your printer is offline (you can see its status in the Integrations section of Order Manager), confirm its internet connection method before doing anything else.

Main Router: If your printer is connected to your router with an Ethernet cable, please make sure the cable is securely fastened into both the router and printer. If possible, please also try plugging the cable into another port. Ensure the Ethernet cable is connected to the main router, and that it is not faulty.

Splitter or Extension: If your printer is connected to your router via TP-Link (with a Splitter or Extender of any type), please connect the printer to the router with an Ethernet cable instead. This will help us determine if the issue is with the TP-Link or with the printer.

If all else fails, please run the following printer connection and configuration tests, then reach out to Otter Support with the results:

Printer Connection Test

  1. Turn the printer off. (Wait 10 seconds for the printer’s blue light to stop flashing.)
  2. Turn the printer on again.
  3. After 30 seconds, a receipt with an IP address on it should print out. If it does, your printer is connected to the internet!

The receipt will include the following four lines. If you’re contacting Otter, please let us know what each line says:

  • IP Address
  • Subnet Mask
  • Gateway
  • DHCP

Printer Configuration Test

  1. Please turn off your printer.
  2. Hold down the Feed button. Keeping the Feed button held down, turn the printer on.
  3. After a receipt prints out, please keep the Feed button held down for one more second.
  4. Next, press the Feed button six (6) times. After the sixth (6th) time, hold the Feed button down for 3 seconds. It will print out a receipt that says “TM-Intelligent Information”.
  5. On that receipt, look for a section that says “Server Direct Print”.
  6. Contact Otter, and let us know what it says next to the following items:
    1. Use
    2. Serial Number
    3. ID

Click here for a video tutorial that shows this process, or visit this link:

If you see the words “Server Direct Print Use: Disable” (as shown below), your printer is no longer configured and needs to be replaced. Please contact Otter’s Support team, and we’ll be happy to schedule a replacement!


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