Troubleshoot printing
Use the job error and a focused diagnostic to find the next useful step.
On this page
Start with the printer and job
Check power, paper, connection and the assigned receipt type. Open the print job and read its exact status or error.
For an online order that did not print, also check delivery or pickup auto-accept and make sure Air POS is open and active. A printing problem does not require taking payment again.
Run a focused diagnostic
Open Settings → Printing → Test & diagnostics. Choose a diagnostic, then select a saved printer. Nothing prints until you select one, and the selection does not change its assigned roles. Add the printer in Printer devices first if it is missing.
| Diagnostic | What it checks |
|---|---|
| Receipt layout | A sample receipt using that printer's saved settings. |
| Image printing | A short image without solid black backgrounds or cutting. |
| Full delivery ticket | A longer ticket without solid black backgrounds or cutting. |
| Basic text | Plain text without images or a cutter command. |
| Bluetooth compatibility | Test text on an already-paired Bluetooth printer using a separate diagnostic connection. It does not change normal printing settings. |
| Connection details | Device and connection information, including USB devices that cannot be added as printers. |
Read the full result in the printer selection window and inspect the paper. A missing status response does not necessarily mean nothing printed. A successful text print does not confirm that long images or dense black areas work.
USB connection problems
Check the correct power adapter, cable and connection. If you use a hub, try a direct USB connection to isolate it.
Android can request USB access again after a disconnect or reboot. Allow Air POS access when connecting the intended printer. Check the application named in the prompt if several printer apps are installed.
Bluetooth connection problems
Check that Bluetooth is enabled, permission is granted and the printer is powered on and in range. Close other utilities or disconnect another phone or POS that may be using the printer.
Saved printers can show disconnected after an app restart and reconnect on the next print. You do not need to open the printer settings first. Pairing is repeated only if the Android pairing has been removed.
A failed or interrupted print is not automatically repeated because it may have partially printed. Check the paper before retrying. Unused Bluetooth role assignments can still create failed jobs; remove assignments you no longer need.
Clipped output or cutting problems
Confirm the paper-width setting. If the end of the receipt is still inside the printer, check paper feed and cutter settings rather than assuming receipt content is missing.
Enable cutting only on a model with a compatible cutter.
Printer restarts at dark areas
If text or light images print but the printer stops and restarts at a large black area, enable Avoid solid black backgrounds for that printer and retry one ticket.
This can provide a workaround, but it does not identify or repair the underlying power, firmware or hardware problem. Use the correct adapter and seek manufacturer support if restarts continue.
Model compatibility
Compatibility depends on the model, connection and supported print commands, not just the brand. Generic Bluetooth support is for compatible Bluetooth Classic receipt printers; BLE-only and proprietary connections may not work.
Air POS selects the printing method automatically. For an Epson TM-m30III connected by Bluetooth, the device's model name determines selection, not the nickname you enter. Close Epson Utility before printing from Air POS. There is no manual driver selector.
An integrated tablet printer and an external printer of the same brand may use different connections. Check your actual model's output rather than assuming every Star, BIXOLON, SUNMI or Epson printer is supported. Air POS does not install printer firmware.
Contact support
Provide the printer model, USB or Bluetooth connection, receipt type, exact job error and whether basic-text and image diagnostics produced paper. Mention restarts or connection losses.
Gordon can help interpret the information you provide but cannot inspect the printer or confirm paper output remotely.