Impact Printer troubleshooting

The Star SP700 is our preferred impact printer for kitchens. This article helps you to identify errors and were required to, reset the printer.

Last updated 08 May 2024

Jump to:

• Introduction
• Troubleshooting: Flashing lights
• Troubleshooting: Paper Jam
• How to reset

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Introduction

In your kitchen or other hot and sometimes greasy environments, a thermal printer might not be the best solution. An impact printer is more reliable because the heat won't interfere with the printing mechanism. The impact printer we resell and install as standard is the Star SP700 series, usually a Star SP742. 

During the normal operation of your business, there are likely going to be times when your SP700 needs some attention. The next section explains the various error messages shown by flashing lights on the unit, and how you can fix them.

The latter section explains how to factory reset your SP700 series, however, this is only required if you are advised by the Support Help Desk.

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Troubleshooting: Flashing lights

There are two lights, a green and a red and depending on their behaviour, you should be able to identify what is causing the printer error. The table below will run through each scenario and how to resolve the error.

Green Light	Red Light	Issue	Actions to fix
On	Slow Flash	End of paper	Replace Paper
On	On	Back cover open	Ensure back cover is snapped closed
Fast Flash	On	Front cover open	Ensure front cover is snapped closed
Fast Flash	Off	Print head over-heated	Stop printing for a while and allow printer to cool
Slow Flash	Off	Board over-heated	Stop printing for a while and allow printer to cool
On	Really Fast Flash	Cutter error	Power printer off and on. Cutter will re-align
On	Super-Fast Flash	Mechanical error	Power printer off and on. If error remains check for a paper jam
On	Fast Flash	Paper jam	Open front and back covers. Clear paper jam and replace paper roll is necessary
Slow Flash (every 2 seconds)	Slow Flash (every 2 seconds)	Network Connection Lost (Physical)	Check Ethernet cable is plugged in to printer Ensure the red and green lights on the Ethernet port are lit up Check the printer’s connection to other networking equipment (switch, router) Has there been any changes made with your network gear?
Really Fast Flash	Really Fast Flash	Network Connection Lost	Check Ethernet cable is plugged in to printer Ensure the red and green lights on the Ethernet port are lit up Check the printer’s connection to other networking equipment (switch, router) Has there been any changes made with your network gear?
Off	On or Flashing (any speed)	Non-recoverable error	Power printer off, wait at least 10 seconds and power back on. Small possibility of recovery If the above doesn’t work, then you will need to replace the printer

 

Troubleshooting: Paper Jam

An issue with this printer is that paper clippings from the docket cutting mechanism often collect up inside and cause a jam.

The printer indicates the jam by beeping and showing a red status light where there’s usually a green status light by the Feed button. When we interrogate the printer remotely, it reports a “Non-Recoverable Mechanical Error”. Sounds terrible.

Usually, it’s easy to resolve by taking the following steps:

1. Power the printer off – disconnect both the power and network leads.
2. Open the paper bay and remove the roll of paper.
3. Open the ribbon bay and remove the ribbon.
4. Then, with both doors open, invert the printer and shake all excess clippings into a bin.
5. With an old toothbrush or similar, try to coax all paper clippings out from around the cutter and roller mechanisms. A vacuum cleaner might help too if used cautiously.
   
6. Ensure the area circled in red is clear of debris.
7. Then reassemble, refitting the ribbon and paper roll and try again.
8. If the red light continues to show try disconnecting the power once or twice more and trying to press the Feed button when it is on; these printers sometimes take a while to recognise that everything is unblocked.

If this works, great! It’s worth considering adding this to a schedule of chores you perform every month or so, depending on your printer usage.

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How to reset your SP700

This process is split into two sections:

1. Factory resetting the unit
2. Entering the new network settings

Step One: Factory reset

• Turn off the printer
• Unplug the ethernet cable
• Turn on the printer and wait 20 seconds
• Use a pen to press and hold the Red button on the back of the printer

• Both red and green lights will blink simultaneously for 5 seconds

• Keep holding down the button. The red light will blink on its own for 5 seconds

• Keep holding down the button. The green light will blink on its own for 5 seconds
• When both lights begin blinking simultaneously again, release the button for 1 second
• Immediately press it again. The lights will stop blinking for 7 seconds

• The lights will then blink alternately. At this point, release the button

• Turn the printer off

Step Two: Entering new settings

• Hold the "feed" button on the front panel whilst it is off, then power the printer on via the power switch. Release immediately after you hear one beep.
• At the bottom of the second printed page you will see "IP Address xxx.xxx.xxx.xxx (DHCP)"

• Open a web browser on your device (that is connected to the same network as the printer) and enter the DHCP IP from the printout in the address bar and press enter.

• On the configuration page that appears, click Login from the left menu and you will be prompted for a username (root) and password (public).
• Click on IP Parameters.
• Check the Static option and enter:
  • IP address (this is the new IP of the printer as set in Kobas Cloud Administration > Venue Settings > Settings > Preparation)
  • Subnet Mask (This is usually 255.255.255.0, if you are unsure email Support)
  • Default Gateway (This is your venues router/gateway IP address, if unsure email Support)
• Press Submit.
• You will see confirmation of the details and success of the settings change.

• Select Save from the left menu leaving Save → Configuration printing → Restart device ticked then press Execute.
• The printer will print 1 page with the new IP settings. Visually verify they are correct.