Troubleshooting Cloud and Hardwired Printers

Overview

Printer connectivity issues are commonly caused by cable configuration or network connectivity. In rare cases, the printer's initial configuration may be changed or reset.

This article outlines the diagnostic steps required to identify printer connectivity issues and gather information for Support review.

Basic Troubleshooting by Connection Type

When dealing with printer connectivity issues, it's essential to start with basic troubleshooting steps. This video covers some great tips to complete basic troubleshooting with the physical printer.

Cloud Printer Connection Types

Otter currently supports two different options to connect a bluetooth printer to a device:

Ethernet Cord:
- A cloud printer can be connected via an ethernet cord, allowing for a direct connection to the customer’s internet router.
- For more detailed information on how to connect an Otter Cloud printer via an ethernet cable, refer to the article "Connecting an Otter Cloud (Hardwired) Printer via Ethernet Cable."
TP-Link:
- Alternatively, a cloud printer can also be connected via TP-Link, providing a wireless ethernet connection for the printer.
- If you need assistance with connecting an Otter Cloud printer via TP-Link, check out the article "Connecting an Otter Cloud (Hardwired) Printer via TP-Link."

Troubleshooting

When faced with printer issues, consider the following steps to determine the cause and address the problem effectively.

Check the printer for low or out-of-paper issues, ensuring there are no paper jams or incorrect paper orientation.

If printer issues affect all delivery partner orders, it may indicate a broader connectivity problem. Follow these steps to determine if it is a delivery partner connectivity issue or a larger printer problem.

- Verify the cable connections to the router and printer.
- Try different ports and ensure the cable is not faulty.
If using a TP-Link, connect the printer directly to the router with an Ethernet cable.

If issues persist, consider replacing the TP-Link.

Web Order Manager	Otter App
Select the menu icon in the top-left corner, click on the three-line menu icon. Navigate to Integrations. Locate the printer section and review the printer status.	On the Otter app, select the profile icon located in the top-right corner. Select Settings. Open the Hardware tab to review connected devices.

Printer Connectivity Diagnostics

Confirm the printer's configuration and connectivity through specific tests to diagnose and resolve any underlying issues.

Please follow these steps to confirm if the printer is receiving a true connection.

Image from iOS (12).jpg — **Receipt Example**

Step	Process	Image
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!
4	The receipt will include the following four lines. If you’re contacting Otter, please let us know what each line says: Receipt Fields: IP Address Subnet Mask Gateway DHCP	Receipt Example 192.168.192.168 is a fake IP address and the connection is not true

Write Troubleshoot: in the title to showcase the icon

Step	Process	Image
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.
5	After the sixth (6th) time, hold the Feed button down for 3 seconds. It will print out a receipt that says TM-Intelligent Information.
6	On that receipt, look for a section that says Server Direct Print.
7	The receipt will include the following four lines. If you’re contacting Otter, please let us know what each line says: Receipt Fields: Use Serial Number ID If the receipt does not include the required information, repeat the steps and press the Feed button six times slowly.
8	If Server Direct Print Use is set to Disable, the printer is no longer configured and requires replacement. Please contact our Support team, and we’ll be happy to schedule a replacement!