1.Print content is light 2.Print content is missing
Analysis and troubleshooting:
The above problem may be due to the oxidation of the thermal coating on the surface of the print paper or the printer's thermal sheet of dust caused by. As shown in Figure 1, there is a red box identified in the whole column of the print blank missing, judged to be thermal sheet damage, need to send repair. As shown in Figure 2, the print content is light, can be used to gently scratch the surface of the print paper, will leave a scratch, if the scratch is not clear,
it is judged to be a problem with the print paper, the need to replace the print clear paper testing. If the scratch left by the fingernail is clear, but the printing effect is light, you need to clean the thermal sheet.
1. Windows system - with MSPrinterTools-V1.0.1.1 tool to get the status of: disconnected. 2. Android system - with PrintUsb tool to get the status of: Printer not connected.
Analysis and troubleshooting:
A printer connection issue is usually caused by one of three problems: a faulty USB port on the host computer, a damaged USB cable, or a problem with the printer’s motherboard. You should troubleshoot these possibilities one by one.
As shown in the figure, most computers have multiple USB ports. First, try connecting the printer to a different USB port to determine whether the original port on the computer motherboard is faulty. Note that the printer should not be connected through a USB hub or adapter board.
If the printer still cannot connect after switching USB ports, try replacing the USB cable for testing. If both the USB port and cable are working properly, the issue is likely related to the printer hardware itself. Check whether the printer’s USB cable is securely connected internally, or consider replacing the printer if necessary.
The printer is connected normally and shows a ready status, but it does not print even though there is paper loaded.
Analysis and troubleshooting:
This issue may be caused by incorrect printer calls or settings in the host software. It is recommended to use the Masung test tool to verify whether the printer is functioning properly. If the printer works normally during the test, the customer should contact the software developer for further troubleshooting.
As shown in Figure 1, under the Windows system, connect the printer and confirm that the status is shown as “Normal.” Then click the “Self-Test” button at the top.
As shown in Figure 2, under the Android system, connect the printer and tap “Get” to retrieve the printer status. When “Printer is ready” is displayed at the bottom, click “Print Self-Test” to print a self-test page.
If the self-test page prints successfully, it indicates that the printer hardware is working properly. In this case, the issue is likely related to the upper-level software, and the software engineers should further investigate why printing cannot be executed.
The printer driver shows an error in the print queue, and the printer does not print.
Analysis and troubleshooting:
This issue may be caused by incorrect driver port settings or an unstable USB connection.
As shown in Figure 1, first confirm that “USB Printing Support” appears in the Device Manager. Check whether the assigned port number is USB00X. Then open the Control Panel and make sure the printer port settings in the printer properties match the settings shown in Figure 2.
If “USB Printing Support” does not appear in the Device Manager, it indicates that the printer hardware connection is not functioning properly. In this case, try unplugging and reconnecting the printer’s USB cable, or restart the printer and test again.
If “USB Printing Support” still does not appear after completing the above steps, please refer to Page 4, “Printer Is Not Connected,” for further troubleshooting.
When printing a receipt with only a small amount of content, the printed ticket is excessively long, leaving a large blank space at the end before cutting.
Analysis and troubleshooting:
This issue is usually caused by incorrect driver settings.
As shown in the figure, open the Control Panel and click “Printer Properties.” Set the “Print End Doc Blank” option to “Off.”
If this function is set to “On,” the printer will cut the paper according to the default page size of W80 × 297 mm, which may result in excessive blank space. When set to “Off,” the printer will cut the paper based on the actual length of the printed content.
During driver printing, the printer occasionally outputs garbled characters, continuously feeds paper, or prints content with misaligned layouts, such as shifted text or incorrect positioning.
Analysis and troubleshooting:
Garbled printing is usually caused by electromagnetic interference. Layout misalignment is often related to the print content itself. For example, forms, tables, or solid horizontal lines in the print content may increase the likelihood of garbled output or layout issues.
As shown in Figure 1, when printing forms or solid horizontal lines, garbled text or layout confusion may occur more easily. If printing simple text does not produce garbled output, but printing forms does, this usually indicates strong electromagnetic interference within the machine environment.
To resolve issues such as garbled printing, paper feeding errors, or layout misalignment, the most effective solution is proper grounding.
A dedicated ground wire must be connected from the printer’s metal casing directly to the computer motherboard GND (ground), which is typically connected through the computer chassis screws. The ground wire must not be connected to the cabinet sheet metal or shared grounding points. Instead, it should run independently from the printer to the computer host.
For best performance, the grounding wire should have a thickness of at least 1.5 mm². A thicker wire is recommended, while thinner wires should not be used.
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