Troubleshooting a Non-Responsive Epson Printer
This document assumes the Epson printer has previously been set up and was successfully working with the DVMAX Credit Card Processing.
Step 1: Get a Status Print-out from the Epson Printer
Turn the Epson printer OFF.
Hold down the Feed button on the top of the Epson.
Turn the printer ON.
Note the IP Address of the Epson Printer.
Warning: If the IP of the Epson printer on the printout says 192.168.192.168 then your Epson printer has somehow reset itself to Factory Defaults and it needs to be re-configured from scratch. Please reference our document on Setting up the Epson printer for the first time.
Assuming the Epson prints a real IP, we can move onto step 2. For the rest of this document, we'll assume the Epson Printer's IP is 192.168.7.102 (your IP will differ..)
Step 2: Ping the Epson Printer from a Workstation
If working from a Windows/PC:
Go to Start -> Run or Click the Windows Circle icon at the lower left and place your curson in the empty field.
Type 'cmd' and Press Enter.
A black command prompt window will appear. Type 'ping' followed by the IP of the Epson. For example:
ping 192.168.7.102
A successful ping will result in 4 replies with 'bytes' and 'time'.
A failed ping will show 'Request timed out', or 'Destination Host Unreachable'.
If working from a Macintosh:
Click on the Magnifying Glass icon/ Spotlight, at the top right corner of the screen.
Type in 'Network Utility' and Press Enter
Click on the Ping tab.
Enter in the IP Address of the Epson Printer to ping and click 'Ping'. In our example we would use 192.168.7.102.
A successful ping will result in numerous replies with 'bytes' and 'time'.
A failed ping will eventually show 'No route to host'
If the ping test was successful, Skip to Step 4: Check DVMAX Setup, otherwise move on to Step 3: Check Epson Printer Connections.
Step 3: Check Epson Printer Connections
If the ping failed in Step 2, then it means your computers cannot see the Epson Printer, and thus DVMAX cannot print to it.
- Check the Epson Printer to make sure the Power is ON. A green light should be lit on the top of the printer to indicate it is working and ready.
- More importantly, check the Ethernet cable, tracing BOTH ends to ensure it is plugged snugly into the back of the Epson, and also connected to the network on the other end. Typically the Ethernet cable will plug into the wall, or into a hub close by. It may be worthwhile to disconnect/reconnect these cables to ensure they are making a connection properly.
- If the Epson Printer is connected to a small hub close by, consider recycling the power on the hub as well. Warning: This could affect more than the Epson Printer.
After all connections have been checked/reset, Repeat Step 2: Ping the Epson Printer.
If you cannot get a successful ping, then something significant has changed on the network that will require the assistance of your IT.
Step 4: Check DVMAX Setup
If the Ping test in Step 2 was successful, then the computer can see the Epson Printer, but for some reason DVMAX is not sending to it properly.
On a workstation that is set up for DVMAX Credit Card Processing:
Go to the File menu and choose Preferences.
Click on the Payment Terminal tab.
Review the information on screen and make sure the Receipt Printer IP matches the IP of your Epson's status print-out.
If it does not match, then you will need to re-run the Setup Wizard and re-enter the correct Epson Printer IP Address.
Warning: If using X-charge, you will need the Terminal ID provided by X-Charge during the initial setup.
If the IP does match, then the receipt printer should work. If you find that this is still not working as expected, please contact DVMAX Tech Support for further assistance.