Troubleshoot an unsuccessful test print from a print station (BETA)

If you've completed all steps in the guide Configure printers for production management (BETA), 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 the basics

Make sure your printer is turned on and connected to the same network at the POS device. 

Print a self-test sheet to help you identify the printer having issues on the network:

1. Turn off the printer.
2. Press and hold the Feed button.
3. While holding Feed, power on the printer.
4. Wait for printing to start, then release Feed.
5. After the first page prints, press Feed once more to complete.
6. The self-test page will display the printer's IP parameters such as current IP address.

If the IP address is 0.0.0.0, the printer couldn't establish a network connection. Ensure the Ethernet cable securely connects your printer and router, or try a different Ethernet port on your router and repeat the steps above.

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.

Steps to troubleshoot

1. Check the static IP address you set up for the printer. Launch the EpsonNet Config utility to do so.
   
   
   
   
2. Compare the printer's static IP address with what you've entered in its print station. From Venue Manager, go to Settings > Print stations. Then select the print station to open its settings.
   
   
   • For Printer IP address, check for any extra characters, spaces or typos.
   • Add any missing number sets. The IP address should consist of four sets of numbers separated by periods (eg xxx.xxx.xxx.xxx). Each set can range from 0 to 255.
     
     
3. Select Test print in the print station. If you've fixed the issue, you'll receive a green message saying the Printer is ready to use and a test sheet prints. Select Save.
   
   

Error message: Cannot connect to printer. Check IP address

This means the print station is not connecting to its printer over the web browser.

Steps to troubleshoot

Step 1: Clear the browser cache & restart POS

Before starting on the troubleshooting steps:

• Clear the browser cache, then close the browser window.
• Restart the POS device. 
• Go to the print station in Venue Manager, then select Test print again. 
• If you're still receiving the error message, continue to step 2. 

Step 2: Check the printer's static IP address

• Launch the EpsonNet Config utility to check the static IP address you've set up for the printer. 
  
  
  
• Go to its print station in Venue Manager. If the static printer IP address is not the same as the printer's IP address above, update it. Then select Test print. 
  
  
  
• If you've fixed the issue, you'll receive a green message saying the Printer is ready to use and a test sheet prints. Select Save.
  
  
  
• If you're still getting the error message, continue with step 3.

Step 3: Verify the connection is trusted

• From the POS device, open a web browser, then enter the printer's static IP address after https:// in the browser address bar.
• Hit Enter to load the page. 
• Select Cancel in the Epson web configuration sign in pop-up.

If the connection is trusted, a lock icon appears in the address bar. If this is the case, continue with step 4 below. 

If the connection is not trusted, Not secure appears in the address bar above instead of a lock icon. This could mean there are still caching issues with the browser. To resolve:

• Clear the browser cache, quit the browser, then restart the POS computer. 
• Open the web browser again and enter the printer's static IP address after https:// in the browser address bar. Hit Enter to load the page.
• Select Cancel in the printer's web configuration sign in pop-up.
• If the connection is still not trusted, continue with step 4. 
• If the address bar now has a lock icon, you have a trusted connection.
• Perform a test print from its print station in Venue Manager.
  
  
  • If fixed, you'll receive a green message saying Printer is ready to use and a test sheet prints. Select Save.
  • If you're still receiving an error message, continue with step 4.
     
    

Step 4: Confirm matching static printer IP addresses for the printer, its print station & its SSL certificate

You might encounter a mismatch in printer IP addresses if the static IP set up for the printer, its print station and the SSL certificate are not the same. This could happen if the printer's IP address changes from being static (fixed).

To check this:

1. Note down the static printer IP address for the print station in Venue Manager.
2. Next, open the EpsonNet Config utility from the POS device and verify that the printer's static IP address matches the IP address in the SSL certificate.

• • Launch the EpsonNet Config utility from your POS device.
  • Select Refresh to list all printers connected to the network.
  • Take note of the printer’s IP address for the printer having issues.
  • Highlight the printer [1], then select Configuration [2].
    
    
    
    
  • From the Device Properties window, go to Certificate [1], then take note of the SSL certificate’s IP address (Common Name) [2]. You'll need it to complete troubleshooting steps.
    
    

• • If the printer's IP addresses are the same, continue with step 5 below.
  • If different, resolve the mismatch.

To fix the mismatch, it can be easier to update the IP address of the printer so that it matches the SSL certificate. This means that you don't need to generate, export and install the SSL certificate again.

However, make sure that the IP address in the certificate is unique and doesn't conflict with any other printer IP addresses on the local area network.

To change the printer's static IP address to match the SSL certificate:

• In the EpsonNet Config utility, select the printer having issues.
• Select Configuration.
• In the left-side menu, go to TCP/IP > Basic [3].
• Select Manual as the method for specifying the IP address. This makes it a static IP address. Once set, make sure the printer's IP address doesn't change.
• For IP Address [4], manually enter the printer's static IP address that you identified above for the SSL certificate [2].
• Select Transmit (5) to update the printer’s IP address to that of the SSL certificate.
• Once the process is complete, you’ll return to the printer list.
• Select Refresh to populate the printer list. The printer IP address is updated to what you entered manually so that it matches the SSL certificate. 

Update the static IP address in the print station:

• From Venue Manager, go to Settings > Print stations. 
• Select the print station.
• Update the Printer IP address to match the printer's static IP address and the SSL certificate. They all must be the same.
• Select Test print. If you've resolved the issue, you'll receive a green message saying Printer is ready to use. Select Save.
  

If you're still receiving a connection error message, continue with step 5.

Step 5: Export and install the latest SSL certificate on the POS device

You may not have the latest SSL certificate installed on the POS device. To resolve export and install the SSL certificate generated by the printer on the POS device. 

• From the POS device, open a web browser, then enter the printer's static IP address after https:// in the browser address bar. Hit Enter to load the page. 
  
  Alternatively, launch the EpsonNet Config utility, refresh the printer list, select the printer from the list, then select Launch browser. 
  
  
• Select Cancel in the Epson web configuration sign in pop-up.

Export the SSL certificate

• Select the Not secure icon in the browser's address bar to open a drop-down menu, then select Connection is not secure.
• The Certificate viewer window opens.
• Select the Details tab.
• Select Export.
• Save the file to the POS desktop where you can easily find it again.

Install the SSL certificate

You will require a Windows administrator's login to the POS computer to install the certificate in the local computer certificates folder. 

• From the POS computer's Windows taskbar, search for Manage computer certificates. Y
• The Certificates - Local Computer folder opens for your computer.
• From the Certificates - Local Computer folder, go to Trusted Root Certification Authorities > Certificates.
• Right-click the Certificates folder, then select Import.
• The Certificate Import Wizard opens.
• Make sure Local Machine is selected for the root certificate store.
• Select Next.
• Browse for the certificate file saved to your desktop.
• Select Next.
• The certificate imports to your computer and is successfully installed.
• Clear your cache, quit your browser and restart Windows to complete the installation.

Verify the connection is trusted

• Type the printer IP address in the address bar after https://
• Hit Enter to load the page.
• Select Cancel in the Epson web configuration sign-in popup.
• If a lock icon appears in the address bar, the certificate is valid and the connection is trusted.

Perform a test print

Go to the print station in Venue Manager, then select Test print. If you've resolved the issue, you'll receive a green message saying Printer is ready to use and a test sheet prints. Select Save.

Learn more

• Configure printers for production management
• Create your print stations