Troubleshooting Bluetooth Printers

Kurt De La Rosa
Kurt De La Rosa
  • Updated


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. This article will provide troubleshooting steps to get your bluethooth printer working again. 


Deleting, force-stopping & clearing a printer's cache in the app

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.

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.

No Printers Discovered - Factory Reset Instructions

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.

Factory Reset Rongta RP328 & RP310:

  1. Open the printer cover
  2. Press and hold "FEED" button and while turning on the printer ( press "power" button)
  3. Hold FEED button for 15 seconds and then release it.

Here are video instructions of this process:


Factory Reset Factory Reset Epson TM-m30ii:

  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.


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.
  • Telephone or SMS/text - Call or text us anytime at 1-888-681-8837 for prompt service from our support experts.
  • Email - Fill out this form and our support team will respond via email within 24 hours.

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