Cloud & Hardware Printer Troubleshooting Overview
The printer isn't working - we understand how frustrating this can be! The most common issues stem from the current cable setup used to provide internet to the device. In very rare cases, the printer's initial configuration was changed or wiped. In order for this to be diagnosed by our Support team this article covers how to provide diagnostics steps.
Basic Troubleshooting by Connection Type
This video covers some great tips to complete basic troubleshooting with the physical printer.
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Printer Paper
Delivery Partner Connections
Printer issues impact all delivery partner orders. It's very rare that a printer issue would only impact one delivery partner. Reference the steps below to determine if it's a delivery partner connectivity issue or if Support should be looped in to perform advance troubleshooting.
| Steps | Process |
| 1 | Once on the Otter app, click on the left-side menu icon and select Integrations. |
| 2 | Navigate to Integrations and check all of your connections. |
| 3 | Please reach our Support Team via chat or phone call if there are any Red or Orange connection errors. |
Main Router With Ethernet Cable
| Steps | Process |
| 1 | Please make sure the cable is securely fastened into both the router and printer. |
| 2 | Next, try plugging the cable into another port. |
| 3 | Ensure the Ethernet cable is connected to the main router, and that it is not faulty. |
Splitter/Extension
| Steps | Process |
| 1 | If the 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 and run the Printer Connection Test. |
| 2 | If the printer works without the TP-Link/Splitter, then we using a different cable. |
| 3 | If after using a different cable and the connection still doesn't work, we recommend replacing the TP-Link. |
| 4 | If all else fails, please run the following printer connection and configuration tests, then reach out to Otter Support with the results. |
Printer Configuration Test
The following tests will allow the Support team to confirm if there have been any issues with the
Printer Connection Test
Please follow these steps to confirm if the printer is receiving a true connection.
| Steps | Process |
| 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:
| Receipt Fields | Receipt Example |
|
NOTE: 192.168.192.168 is a fake IP address and the connection is not true
Printer Configuration Test
| Steps | Process | Detail |
| 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. |
Please contact our Support team and provide the following receipt information:
| Receipt Fields | Receipt Example |
NOTE: The printer may print a receipt without this information when Step 4 in the Printer Configuration Test is rushed. Please start the steps again and focus on pressing the 6 buttons less rushed. |
Please Note
|
If the status of the “Server Direct Print Use" is Disable, then the printer is no longer configured and needs to be replaced. Please contact our Support team, and we’ll be happy to schedule a replacement! |
If you need additional help or information, you can contact support via the following:
- Chat - Our live agents are available 24/7 to help you through your Otter device. Tap the chat button on the top right corner of the home screen.
- SMS/Text or Telephone - Send us a text or give us a call anytime at 1-888-681-8837 for prompt service from our support experts.
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