Overview
This guide provides common troubleshooting steps to resolve possible issues with your connected bluetooth printers.
Printer Troubleshooting Alert
When a Bluetooth printer has connectivity issues, an alert will let you know an issue has been detected and prompt you to run diagnostics to discover what the problem may be.
Within the Otter Order Manager and/or Otter POS, after the issue is confirmed, you can follow the guide to resolve the issue causing the printer to not work as expected.
The run diagnostics prompt will not appear when a cloud printer is experiencing connectivity issues.
Follow the steps below to run diagnostics for a detected printer issue.
Step Process Image 1 Go to the Otter homescreen.
For a single connected printer: Click Run diagnostic banner at the top of the screen.
For multiple connected printers: Click the profile icon > Settings
Multiple printers connected
Single printer connected
2 Select the Hardware tab on the left-side menu.
Tap the printer showing Issues detected status.
3 Tap [Run Diagnostics]. 4 Diagnostics will run and inform you of the likely issue, along with how to resolve it. 5 Once the issue is resolved, printer status should show as Connected to this device.
Video Demo of Running Diagnostics:
Watch the video below to learn how to utilize printer troubleshooting within your Otter Order Manager or POS.
Common Bluetooth Printer Troubleshooting
Below are some common troubleshooting issues and how to resolve them.
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If the cover of your printer is not placed on fully (like after changing out paper), there will be an alert banner to let you know. The device status will also show as Cover open.
To resolve, double-check that your printer cover is fully aligned and closed. Once the cover is closed, the printer status should update to Connected to this device.
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If your bluetooth printer is not powering ON, follow the steps below to resolve the issue.
Step Process Image 1 Double-check that the power cable is firmly connected to both the printer and the wall outlet.
Tip 1: If you are using a power strip, try connecting the printer directly to the wall.
Tip 2: Further test the outlet by plugging in another device (like a phone charger or lamp).
Printer power adapter
Printer power plug
2 Confirm that you are using the original Epson power adapter.
Tip 1: Check for visible damage (frayed cables, bent pins, burn marks).
Tip 2: If available, try a different compatible adapter to rule out hardware issues.
3 Press and hold the power button for 3–5 seconds.
If the printer still does not respond:
- Disconnect the power cable.
- Wait 30 seconds.
- Reconnect and try again.
4 When pressing the power button, see if the light blinks or flickers.
If the lights briefly turn ON, then goes OFF, it may mean the adapter or internal board is faulty.
5 Ensure the printer is in a cool, ventilated space. Remove it from enclosed or heat-prone areas.
Tip 1: Check if it was exposed to liquid or a power surge.
6 If your printer still does not power on after completing the steps above, contact Otter Support for Printer replacement.
Note: Replacement charges may apply.
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If the printer loses power or goes offline, you may need to prompt the Otter app to reconnect the printer. Follow the steps below to reconnect your printer.
Step Process Image 1 Go to the Otter homescreen.
Click the profile icon > Settings.
2 Select the Hardware tab on the left-side menu.
Confirm the printer showing Offline status.
3 Go to POS or tablet home screen.
Tap Settings > Network & internet.
4 Confirm device is connected to wifi.
If not, connect to wifi.
5 Go back to the Hardware tab within the Otter app.
Tap on the printer listed and hit [Reconnect].
If the Reconnect button does not appear, follow the steps to remove the device and re-add.
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If the printer loses power or goes offline, you may need to prompt the Otter app to reconnect the printer. Follow the steps below to reconnect your printer.
Step Process Image 1 Go to the Otter homescreen.
Click the profile icon > Settings.
2 Select the Hardware tab on the left-side menu.
Confirm the printer showing Offline status.
3 Go to POS or tablet home screen.
Tap Settings > Network & internet.
4 Confirm device is connected to wifi.
If not, connect to wifi.
5 Go back to device Settings > Bluetooth.
Confirm device is connected via bluetooth.
If the printer is unable to be found or will not connect, restart the printer. If the issue persists, follow steps to factory reset the printer.
6 Go back to the Hardware tab within the Otter app.
Tap on the printer listed and hit [Reconnect].
If the Reconnect button does not appear, follow the steps to remove the device and re-add.
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Some tablets may have a battery-saving feature that puts the device to sleep when it's inactive. This can cause disruption with operations— to disable that feature, follow this guide.
To ensure your device screen doesn’t time out, follow these steps below.Step Process Image 1 Go to the tablet home screen.
Tap Settings.
2 Scroll to Apps. Tap to open. 3 Scroll to locate and select the Otter app. 4 Tap Battery under the Usage section. 5 Tap Optimize Battery Usage. 6 Select Apps not optimized at the top of the screen.
Select All.
7 Back on the tablet Settings page, go to Battery and device care.
Tap on Battery.
8 Confirm that Power saving is toggled OFF.
Tap More battery settings.
9 Toggle Adaptive battery OFF. 10 Go back to the previous screen.
Tap Background usage limits.
11 Toggle Put unused apps to sleep OFF. 12 Return to the tablet homescreen, open Otter app, and continue business operations. -
Step Process Image 1 From the tablet homescreen, tap on Settings. 2 Tap on Display > Screen timeout. 3 Select Never. 4 Return to the tablet homescreen, open Otter app, and continue business operations.
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If a No server connection error is showing, follow the steps below to resolve the issue.
Step Process Image 1 From the Otter Settings page, go to the Diagnostics tab. 2 Tap Restart. 3 If the issue persists, reach out to the Otter team for help.
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If the Your printer [name] is not working as expected error is showing and the printer status is showing as Issue detected, follow the steps below to resolve.
Step Process Image 1 From the Otter Settings page, go to the Diagnostics tab. 2 Tap Restart. 3 If the printer is still unable to reconnect, go to the POS or tablet home screen.
Tap Settings.
4 Select Bluetooth.
Tap the printer listed and hit Forgot (or Unpair).
5 Go back into the Otter app and to the Hardware tab.
Wait a few moments for the Bluetooth pairing request to pop-up.
Click Pair.
6 If successfully paired, device status will show Connected to this device.
If the issue is not resolved, follow Advanced Troubleshooting steps below.
Advanced Troubleshooting
If you have tried common troubleshooting steps (like listed above) to remedy your printer issue and have not been able to resolve the issue— use the advanced troubleshooting steps below.
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If you have tried other troubleshooting steps to try to resolve your printer issues and haven't been able to find a resolution— try deleting and re-adding the printer.
Step Process Image 1 Go to the Otter homescreen.
Click the profile icon > Settings.
2 Select the Hardware tab on the left-side menu.
Select the printer listed.
3 Tap [Remove]. 4 Tap [New printer] to re-add the printer.
Follow the prompts to add a printer.
5 If the printer is still unable to reconnect, go to the POS or tablet home screen.
Tap Settings.
6 Select Bluetooth.
Tap the printer listed and hit Forgot.
7 Scroll to Apps. Tap to open. 8 Scroll to locate and select the Otter app.
Tap Force stop at the bottom of the screen for Otter.
9 Go back to the device home screen and open the Otter app.
From the Otter homescreen, click the profile icon > Settings.
10 Go to the Hardware tab.
Tap [New printer] to re-add the printer.
Follow the prompts to add the printer.
Reference this guide to re-set up printer bluetooth connection, if needed.
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After all other troubleshooting steps have failed, including deleting and re-adding the printer, try factory resetting the printer.
Step Process Image 1 Open the printer top cover. 2 Hold down the FEED button and press the power button.
(Should hold for about 15 seconds).
3 Printer lights should all turn on. 4 Follow this guide to re-set up printer bluetooth connection.
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After all other troubleshooting steps have failed, including deleting and re-adding the printer, try factory resetting the printer.
Step Process Image 1 Turn printer OFF.
Remove the bottom panel.
2 Using a pin or pen, hold down the button within the hole labeled SW.
After 5 seconds of holding down, the printer should turn back ON.
Don’t Let Go of Button— Keep holding down the button AFTER the printer turns ON.
3 A ticket will print that says “Initialisation complete”; when this prints you can let go of the reset button. 4 Follow this guide to re-set up printer bluetooth connection.
If you’ve gone through troubleshooting steps and are still unable to resolve printer issues, reach out to the Otter team for help or possible replacement hardware (if needed).
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