Troubleshooting Bluetooth Printers

Bluetooth-enabled printers connect to the Otter tablet via the Otter One app. As such, when a Bluetooth printer isn’t working as expected, the issue is usually with the app, not the printer. Deleting the printer from the app, force-stopping the app, clearing the app’s cache in the tablet’s settings, and reconnecting the printer to the app can solve many common printer issues. Here’s how to do so:

1. Delete your Bluetooth-enabled printer from your Otter One app.
2. Log out of your Otter One app.
3. Go to your Otter tablet’s Settings app.
4. In Settings, go to “Apps”.
5. In “Apps”, select “Otter”.
6. In Otter, tap on "Force Stop App". Go back to Settings’ main menu.
7. In Settings, go to "Storage".
8. In Storage, tap on "Clear Cache".
9. Log into the Otter One app.
10. Re-connect your Bluetooth-enabled printer.

Find more Bluetooth troubleshooting steps below:

• Reconnecting a Bluetooth Printer
• Bluetooth Printer Connection Issues
• “No Permissions Allowed” Error
• No Printers Discovered

Reconnecting a Bluetooth Printer

Sometimes, if your printer loses power or goes offline, you may need to prompt the Otter One app to reconnect the printer. You can do this on the app’s home screen, where you can see your list of printers. When reconnecting is available, you will see a button that says “Reconnect” next to any applicable printers.

Bluetooth Printer Connection Issues

If you’re using a Bluetooth printer, orders may stop printing if:

1. Your Otter tablet has a poor network connection.
2. The Bluetooth signal between your tablet and your printer is weak.]
3. Your tablet’s “Battery Optimization” feature is enabled.

To diagnose these issues, please follow this checklist:

1. Try to load your Order Manager dashboard and make sure that orders are flowing through properly. If they are, you have a usable network connection.
2. Bring your Otter tablet closer to your Bluetooth-enabled printer and look for any improvement. If your printer’s performance does improve, you will need to keep it close to your tablet for orders to print. Also, ensure that there is a clear line-of-sight between your tablet and your printer, and that your tablet is not laying on a metallic surface.
3. Your tablet may have the “Battery Optimization” feature turned on. If so, your printer will disconnect whenever your tablet is asleep. To turn the “Battery Optimizations” feature off, please follow this guide.

“No Permissions Allowed” Error

If a screen appears telling you that you do not have permission to access printers or view your Order Manager, you may need to log out and log back into the Otter One app. You may also need to update your user permissions. To do so, follow these steps:

1. Tap the “Profile” icon on the far right of your screen:
   
2. Now, tap “Logout”.
   

You will now be able to log back in to your Otter account. If you’re still having issues, please contact Otter’s Support team, hello@tryotter.com.

No Printers Discovered

This is a broad issue with several possible causes. Typically, this issue occurs when your printer is paired with another device. When this happens, your Otter tablet will not be able to find the printer, as it can only be paired with one device at a time. Please be sure to unpair your printer from any other devices before connecting it to your Otter tablet.

If the Otter One app still can’t discover your printer after it has been unpaired from all other devices, the printer will require a hard reset.

Use the following steps to hard reset your printer:

1. Turn off your printer by pressing the Power button on top of it Wait until all of the printer’s lights have stopped flashing before moving on.;
2. Turn the printer upside down. You should be able to see its various ports. (You may need to remove the printer’s plastic guard, first.)
3. Find the SW Reset button. On the opposite side from where the printer’s power cord plugs in, there will be a small hole marked with the letters SW. Inside this hole is the SW Reset button.
4. With a ballpoint pen (or something similar), hold down the SW Reset button. Do NOT let it go until Step 6 has been completed.
5. With the SW Reset button still held down, turn your printer on. Continue holding the SW Reset button down while the printer starts up.
6. A ticket will print that reads “Initialization Complete”. When this line prints, you can release the SW Reset button. If this ticket does not print, repeat Steps 4 and 5.

If this issue persists, try reconnecting your printer through the Otter One app. For more assistance, please contact Otter’s Support team, question@tryotter.com, or see these additional instructions.