Troubleshoot an unsuccessful test print from a print station

If you've completed all steps in the guide Configure printers for cloud printing, and you're receiving test print error messages from the print station in Venue Manager, follow the steps in this guide to help you troubleshoot. 

Check printer is connected to the network

Print a self-test sheet to ensure your printer is turned on and connected to the local area network.

1. Turn off the printer.
2. Press and hold the Feed button.
3. Power on the printer while holding Feed.
4. Wait for printing to start, then release Feed.
5. After the first page prints, press Feed once more to complete.

The self-test page will display the printer's IP parameters, including the current printer IP address. If the IP address is 0.0.0.0, the printer couldn't establish a network connection. Check the Ethernet cable connection or try a different Ethernet port on your router.

Error message: Incorrect IP address format. Please review

If you're getting this message, it means the static IP printer address you have set for the printer is not entered in the correct format in its print station.

Troubleshooting steps

• Check printer's static IP address in Venue Manager (Settings > Devices).
• Confirm printer's static IP address with EpsonNet Config utility.
  
  
• Update print station's IP address to match the printer's exactly.
• Ensure no extra characters, spaces, or typos in the IP address (format: xxx.xxx.xxx.xxx).
• Test print in the print station.

  If resolved, you'll see a green "Printer is ready to use" message. Save.

Error message: Cannot connect to printer. Check IP address

This error indicates that the print station is not connecting to its printer via the web browser.

Troubleshooting steps

Step 1: Clear browser cache & restart the POS computer

• Clear the Chrome browser cache and close the browser.
• Restart the POS computer.
• Go to the print station in Venue Manager (Settings > Devices) and retry Test print.

If the error persists, proceed to step 2.

Step 2: Check the printer's static IP address matches its print station

Ensure the printer's static IP address matches what you entered in Venue Manager's print station.

• Use EpsonNet Config utility to confirm the printer's unique, static IP address.
• From the printer's print station In Venue Manager (Settings > Devices), check the static IP address.
• If they don't match, update the print station with the correct IP.
• Perform a Test print. If it works, you'll see a green "Printer is ready to use" message. Save the changes.
  
  
  
  If you're still getting the error message, continue with step 3.

Step 3: Verify the connection is trusted

• Open the Chrome web browser on the POS device computer.
• Enter the printer's static IP address after https:// in the address bar and select Enter.
• Cancel the printer's web configuration sign-in pop-up.
• If it's a trusted connection, you'll see the Chrome browser secure icon in the address bar
• If it's not trusted (Not secure in the address bar), check it's not a caching issue:
  
  
  • Clear the browser cache on the problematic POS computer.
  • Close the browser and restart the computer.
  • Open the web browser, enter the printer's IP after https://, and cancel the sign-in pop-up.
    
    
• If you see the secure icon now, it's a trusted connection.
• Proceed to test print from the print station.
• If resolved, a green message confirms the printer is ready, and a test sheet prints.

If the issue persists, continue to Step 4.

Step 4: Confirm the static IP address for the SSL certificate

• Launch EpsonNet Config utility on the POS device computer.
• Select Refresh to list connected printers.
• Highlight the problematic printer and select Configuration.

From the Device Properties window:

• Go to Certificate [1] and note the SSL certificate's IP address (Common Name [2]).
  
  

If the printer's IP address doesn't match the SSL certificate, it can be easier to manually change the printer's IP to match the certificate. This way, you won't have to go through the process of generating, exporting, and importing the certificate again. Here's how:

• Select the printer in EpsonNet Config utility.
• Select Configuration.
• In the left menu, go to TCP/IP > Basic [3].
• Manual should be selected as the method for specifying an IP address.
• Manually type the SSL certificate's IP address in the IP Address fields [4].
• Select Transmit to update the printer's IP address [5].
• After completion, refresh the printer list to see the updated IP.
  
  

Update the printer's IP address in Venue Manager:

• From Venue Manager, go to Settings > Devices.
• Select the print station.
• Update the Printer IP address to match the printer's static IP and SSL certificate.
• Perform a Test print.
• If resolved, a green message confirms the printer is ready, and a test sheet prints. Select Save.

If the issue persists, proceed to step 5.

Step 5: Re-export and re-import the SSL certificate on the POS device

If you still face trust issues with the web browser connection, and the print station cannot connect to the printer, it could mean that the SSL certificate on the problematic POS device doesn't match the latest one generated by the printer.

To resolve this, you should try the process of re-exporting and re-importing the SSL certificate. The steps outlined here use the Chrome browser. 

Open the printer's web configuration page:

• From the POS device, enter the printer's static IP address after https:// in a Chrome browser's address bar.
• Alternatively, launch EpsonNet Config, refresh the printer list, select the printer, then choose Launch browser.
• Select Cancel in the web configuration sign-in pop-up.

Re-export the SSL certificate:

• Select Not secure in the address bar.
• Select Certificate is not valid from the drop-down menu.
• The Certificate viewer window opens.
• Select the Details tab.
• Select Export.
• Save the file to your POS computer in a place you can easily find it again (eg desktop).

Re-import the SSL certificate:

• From the Windows taskbar on the POS computer, search for Manage computer certificates.
• The Certificates - Local Computer folder opens for your computer.
• From the Certificates - Local Computer folder, go to Trusted Root Certification Authorities > Certificates.
• Right click Certificates folder and select Import.
• Follow the instructions in the Certificate Import Wizard. Make sure Local Machine is selected for the root certificate store.
• Once imported, clear your cache, quit the browser window and restart the POS computer. If you don't complete this step, Chrome caching issues may cause the certificate to be invalid.

Open a new browser window to verify the connection is trusted:

Type the printer IP address in the browser's address bar after https://.

• If the secure icon appears in the address bar, the certificate is valid and trusted.
• Confirm the IP address in the certificate is the same as the printer's IP address and what's been entered in its print station in Venue Manager.
• Perform a test print from the printer's print station in Venue Manager.

If the issue is resolved, you'll see a green message saying the printer is ready to use. 

Learn more

• Configure printers for cloud printing
• Create your print stations for cloud printing