DISH POS Printer (Epson): common issues and troubleshooting

Diaa Elhimdi Updated by Diaa Elhimdi

The Epson TM-m30 is a compact thermal printer widely utilized in retail and hospitality settings for efficient receipt printing. Below are some common issues users may encounter with the Epson TM-m30, along with actionable troubleshooting steps that can be performed by customers:

1. Printer Not Powering On

  • Possible Causes: Issues with the power connection, a faulty adapter or cable, or hardware malfunction.
  • Troubleshooting:
    • Check Power Cable and Adapter: Ensure the power cable is securely connected to both the printer and a functioning power outlet.
    • Try a Different Outlet: Test the power outlet with another device to confirm it’s operational.
    • Inspect Power Indicator Light: If the power light remains off, try using a different power adapter if available. Contact support if the printer still won’t power on.

2. Printer Not Printing or Producing Blank Receipts

  • Possible Causes: Incorrect paper loading, issues with paper type, or low ink levels.
  • Troubleshooting:
    • Check Paper Loading: Ensure the thermal paper is correctly loaded, with the thermal side facing the print head. Incorrect loading can result in blank prints.
    • Use Compatible Paper: Confirm that the printer is using the appropriate thermal receipt paper.
    • Clean Print Head: Dust or residue on the print head may cause blank printing; gently clean it with a lint-free cloth.
    • Restart the Printer: Sometimes, a simple restart can resolve temporary printing issues.

3. Paper Jam

  • Possible Causes: Misalignment of paper, torn paper pieces in the feed, or an obstruction.
  • Troubleshooting:
    • Open the Cover and Remove Paper: Open the printer cover and carefully remove any jammed paper.
    • Check for Remaining Pieces: Inspect the paper feed area for any small remnants of paper.
    • Reload Paper Properly: Reload the paper according to the printer’s guidelines, ensuring it is aligned correctly.
    • Avoid Overloading Paper: Only load the recommended amount as stated in the user manual to prevent future jams.

4. Poor Print Quality (Faint or Smudged Text)

  • Possible Causes: Low-quality paper, a dirty print head, or incorrect paper type.
  • Troubleshooting:
    • Use High-Quality Thermal Paper: Ensure you’re using the recommended paper for optimal print quality.
    • Adjust Printer Settings: Some print quality issues can be addressed by adjusting the print density in the printer’s software settings.
    • Clean the Print Head: Please follow the step-by-step guideline to clean the printer head
      • Requirements: Use a lint-free cloth (e.g. tea towl) to gently clean the print head, add a small amount of water - the towel should not be soaking wet!
        1. Open the flap and remove the Paper
        2. Take the clean cloth, insert your finger into it and create a tip
        3. Slightly dampen the cloth (the tip with your finger in it) and firmly clean the thermal cup with the cloth. If needed, you may scrub vigorously.
        4. Dry the thermal cup with a dry piece of cloth.
      • Sometimes it is necessary to repeat the cleaning a few times. If there are still black spots that won't come off, you can gently remove them with your nail. 

5. Error Light or Beeping Sounds

  • Possible Causes: Issues with paper, cover, or connections.
  • Troubleshooting:
    • Check the Error Code: Refer to the Epson TM-m30 manual to identify the meaning of the specific error light pattern or beeping code.
    • Inspect Paper and Cover: Ensure the paper is loaded correctly and that the printer cover is fully closed.
    • Reset the Printer: Turn off the printer, wait a few seconds, then turn it back on to clear temporary error states.

6. Receipt Cutter Not Working Properly

  • Possible Causes: Obstruction in the cutter, paper jam, or mechanical fault.
  • Troubleshooting:
    • Clear Paper Jam: Open the cover and remove any paper or debris around the cutter.
    • Reset Printer: Turn off the printer, then turn it back on to reset the cutter.
    • Avoid Forced Cutting: Use the feed button instead of pulling on the receipt, as this can damage the cutter mechanism.

7. Slow Printing Speed

  • Possible Causes: High-density print settings, large data print job, or outdated firmware.
  • Troubleshooting:
    • Check Print Settings: Access the printer’s software settings and lower the print density if it’s set too high.
    • Reduce Data Load: Avoid sending large data print jobs that may cause slowdowns.
    • Update Firmware: Ensure the printer is updated to the latest version, as firmware updates may include performance improvements.
    In certain extreme situations, resetting your printer to factory settings may be the final solution. To perform a Printer Reset, please follow these steps:
    1. Turn off your Epson printer.
    2. Use a paper clip or the tip of a pen to press and hold the reset button located on the back of the printer.
    3. While continuing to hold the reset button, turn the printer back on.
    4. After approximately 5 seconds, a warning will print out.
    Shortly after, a new address will be assigned, which will appear on a shorter paper strip.

When to Contact Support or Service Center

If you have followed all the troubleshooting steps and the issue persists, it may indicate a more serious hardware failure. In such cases, we recommend reaching out to Customer Support for assistance. If your hardware is still under warranty, we will take care of the replacement at no cost to you.

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