Printer Troubleshooting

Last updated: March 23, 2026

If your printer isn't working as expected — whether it's not printing orders, failing test prints, or you're running into setup issues — this guide covers the most common problems and how to resolve them. Work through the issue that matches your symptoms below, and if you're still stuck, reach out to our support team for further assistance.

Printer Not Printing Orders

Symptom

Orders placed by customers are not printing at your location, even though they were printing normally before (e.g., yesterday's orders printed fine but today's are not).

Possible Causes

  • A temporary system or infrastructure issue may be affecting print delivery.

  • The printer may have lost its network connection.

  • If orders with a specific payment method (such as "pay in store") are not printing, customers may not be completing the checkout process correctly on their end.

Fix

  1. Check your printer's network connection. Confirm the ethernet cable is securely plugged into both the printer and your router/network switch.

  2. Send a test print from the Maple portal. Navigate to your printer settings, click Edit Printer Configuration, then go to the Test tab and send a test print.

    • If the test print succeeds, the printer connection is healthy. The issue may be with specific orders or a temporary system delay. Note the timeframe of missing orders and contact support with those details.

    • If the test print fails, continue troubleshooting with the sections below.

  3. Determine the scope of the issue. Ask yourself:

    • Are all orders failing to print, or only certain ones?

    • When did the issue start? (Provide a specific time if possible.)

    • Are only orders with a particular payment method affected?

  4. Contact support with the above details so the team can investigate whether there is a broader system or infrastructure issue.

Test Print Not Working

Symptom

You send a test print from the Maple portal, but nothing prints.

Possible Causes

  • Paper may be loaded incorrectly in the printer.

  • The Test tab may not have loaded properly in the portal.

Fix

  1. Check your paper placement. Open the printer and confirm the thermal paper is loaded correctly — the print side (usually the smoother or slightly glossy side) should be facing the correct direction per your printer's manual. Reload the paper if you're unsure.

  2. Retry the test print. After reloading the paper, send another test print from the portal. In many cases, the second attempt succeeds after correcting the paper orientation.

  3. If the Test tab is not appearing: Click Edit Printer Configuration one more time. This refreshes the interface and should make the Test tab accessible. Then proceed with sending a test print.

Printer Connectivity / Ethernet Cable Issues

Symptom

You're unable to connect your printer to the network because no ethernet cable was included in the shipment, or the printer won't connect after plugging it in.

Possible Causes

  • Printers shipped by our vendor do not include an ethernet cable. You will need to provide your own.

  • The ethernet cable may be loose or faulty.

Fix

  1. Obtain an ethernet cable if one was not included with your printer. A standard Cat5e or Cat6 ethernet cable (available at most electronics or office supply stores) will work.

  2. Connect the printer by plugging one end of the ethernet cable into the printer's ethernet port and the other end into an available port on your router or network switch.

  3. Verify the connection. Once connected, the printer should automatically obtain the correct IP address — no manual network configuration is required on your end.

  4. Send a test print from the Maple portal to confirm the connection is working.

Note: You do not need to be physically at the location yourself to complete setup. As long as someone on-site can confirm the printer is plugged in and can observe whether test prints come through, setup can be done remotely.

Identifying Which Printer Is for Which Location

Symptom

You received multiple printers but aren't sure which one is assigned to which restaurant location.

Possible Cause

Printers are pre-configured by the vendor for your specific location before shipment, but the packaging may not always include clear labeling indicating which printer corresponds to which location.

Fix

  1. Check the packaging and printer for any labels, stickers, or documentation that reference a location name or address.

  2. If no labeling is present, connect one printer at a time and test it through the Maple portal:

    • Plug in the first printer at one location.

    • In the portal, switch to that location's settings and send a test print.

    • If the test print comes through, you've matched the printer to the correct location.

    • If it doesn't, try the other printer at that location, or test the first printer at your other location.

  3. Contact support if you're unable to identify the printers through testing — the team can help verify which device is configured for which location.

Printer Incompatible with Android-Based POS Systems

Symptom

You're unable to install Maple's printer software on your POS terminal.

Cause

Merchants using Android-based POS systems (such as GoPass or similar devices) cannot install the Maple printer software. This is a hardware compatibility limitation — these POS systems do not support third-party printer software installation.

Fix

Unfortunately, there is no workaround for installing the software directly on an Android-based POS terminal. Please contact our support team to discuss alternative hardware options or compatible setup configurations for your location.

Receipt Timestamp Displaying Incorrectly

Symptom

Printed receipts show incorrect timestamps (wrong time on orders).

Cause

This was a known system-level issue that has since been resolved.

Fix

This issue has been fixed and receipts should now display the correct timestamps. If you are still seeing incorrect times on your printed receipts, please contact support so the team can investigate further.

Quick Reference: Printer Setup Checklist

Before contacting support, confirm the following:

  • Ethernet cable is securely connected to both the printer and your router/switch

  • Printer is powered on

  • Thermal paper is loaded correctly (print-side facing the right direction)

  • You can access the printer's Edit Printer Configuration and Test tab in the Maple portal

  • A test print has been attempted at least twice