Summary
Bluetooth-enabled printers connect to the Otter tablet via the Otter app. Most Bluetooth Printer issues stem with the app connection. This article provides basic troubleshooting steps that can be done to get your Bluetooth printer working again.
Printer Troubleshooting Widget
When a Bluetooth printer has connectivity issues, a widget within Otter Order Manager and Otter POS will guide you through the process of fixing the printer.
The Printer Troubleshooting Widget does not work for printer types outside of Bluetooth printers at this time. The widget will not appear when a cloud printer is experiencing connectivity issues.
- Sticker/Label Printers are supported!
Bluetooth Printer Troubleshooting Widget Walkthrough
Watch the video below to learn how to utilize the printer troubleshooting widget within your Otter Order Manager or POS.
| Step | Process | Image |
|---|---|---|
| 1 | Navigate to Otter [Settings] within the Otter App.
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| 2 | Navigate to the [Hardware] section of Settings and select the printer you would like to run the diagnostic on. | |
| 3 | Click on [Run Diagnostic].
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| 4 | The diagnostic will run and let you know the likely issue and how to resolve it. |
Basic and Common Troubleshooting
Below are common and simple troubleshooting steps that can be performed with the physical hardware.
Reconnecting a Bluetooth Printer
In the event the printer goes offline, you might need to reconnect the printer to the Otter app using the [Reconnect] option in the Printer Settings.
How to: Reconnect a Bluetooth Printer
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If the printer loses power or goes offline, you may need to prompt the Otter app to reconnect the printer. This can be done on the app’s home screen, where the list of printers is displayed. When reconnecting is available, there will be a button that says 'Reconnect' next to any applicable printers. |
Deleting & Re-Installing a Printer
If reconnecting the printer does not resolve the issue, you may need to delete the printer in the app and set it up again.
How to: Delete & Re-Install a Printer
| Steps | Process | Detail |
|---|---|---|
| 1 | Go to your tablet's homepage | |
| 2 | Go to the tablet Settings and select Bluetooth | |
| 3 | Click Forget | |
| 4 | Go to the Apps sections of Settings | |
| 5 | Locate Otter and click on the app | |
| 6 | In the Otter app details, click Force Stop | |
| 7 | In the Otter app details, click on "clean storage data" | |
| 8 | Proceed to set up the printer again |
No Printers Discovered - Factory Reset Instructions
There could be several possible reasons for the printer to not found in the Printer List in your app.
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 a printer 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 app still can’t discover your printer after it has been unpaired from all other devices, the printer will require a hard reset.
Factory Reset - Rongta RP328 & RP310
| Steps | Process | Detail |
|---|---|---|
| 1 | Open the printer cover | |
| 2 | Press and hold the FEED button and while turning on the printer (press power button) | |
| 3 | Hold FEED button for 15 seconds and then release it |
Factory Reset - Epson TM-m30ii
| Steps | Process | Detail |
|---|---|---|
| 1 | Turn off the printer by pressing the power key on the top of the printer. | |
| 2 | Access the bottom of the printer, under the plastic guard (you should be able to see the ports & where the power cord plugs into the printer) | |
| 3 | Place the printer face down, so that the ports are at the bottom. You should see a single grey port (looks like small ethernet) near the top, and next to it a small button (with SW printed next to it – SW will be upside down). | |
| 4 | With a ballpoint pen, hold down the SW-Reset button for 5 seconds (do NOT let go until step 6 is completed) | |
| 5 | Keep holding down the button, and after 5 seconds turn the printer on (whilst holding down the SW-Reset button). | |
| 6 | It will print a small piece of paper that says “Initialisation complete”; when this prints you can let go of the reset button. If this ticket does not print, repeat Steps 4 and 5. | |
| 7 | Now try connecting the printer via the tablet again. |
Common Bluetooth Printer Connection Issues
There are four common reasons why Bluetooth printers orders may stop printing. Please read how to troubleshoot these issues below:
Learn how to troubleshoot common Bluetooth printer connection issues
| Issue | Solution |
|---|---|
| The Otter tablet has a poor network connection | Try to load your Order Manager dashboard and check that orders are flowing through properly. If they are loading, then there is a usable network connection. |
| The Bluetooth signal between the tablet and printer is weak | Bring the Otter tablet closer to the Bluetooth-enabled printer and look for any improvement. If the printer’s performance improves, the the printer and tablet need to kept closer so orders can print. Also, ensure that there is a clear line-of-sight between the tablet and printer, and that the tablet is not laying on a metallic surface. |
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The printer disconnects whenever the tablet falls asleep. |
The tablet may have the 'Battery Optimization' feature turned on. Please follow this guide to turn the 'Battery Optimization' feature off. |
| The tablet goes into inactive mode |
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Please reach out to our Support team for any issues with this troubleshooting guide.
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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