Receipts aren't printing on your Mac and you are using a LAN/Ethernet printer? Follow these steps below:
1. Restart your web browser
To restart your web browser on Mac OSX, you will need to click on the name of the web browser in the title bar in the top left of your screen and select quit from the menu. Simply clicking the red circle on the web browser window does not actually quit the browser and will sometimes allow issues to persist, so it is important to actually quit the browser then re-open it.
2. Restart your computer
Sometimes there can be other processes working under the hood on your computer that may interfere with communication between your computer and the printer. To restart the computer, click the Apple icon in the top left corner of your screen and select Restart from the menu. This will pop up a dialog box, uncheck the box to re-open windows when your computer restarts, then click the restart button.
3. Verify the receipt printer and the computer are on the same network
From your Mac, click the Apple icon in the top left corner of your screen and open System Preferences. From there, select Network. Once on the network page, select the internet connection your computer is using (Wi-Fi or Ethernet). It should now display your local IP Address under Status. Take note of the first three groups of numbers ex. 192.168.1
On your receipt printer, you will need to print a network configuration report
Flip the power switch on the side of the printer off
Hold down the FEED button on the front of the printer
While continuing to hold the FEED button down, flip the power switch on
The lights should flash for a few seconds and then two pages should print out with a cut between them.
You can now release the FEED button.
The second page printed should resemble the image below (though the actual numbers will vary.) Your printer should have an IP address under the "Current IP Parameters Status" section (circled in green below). If the IP Address is "0.0.0.0 (Didn't obtain)" it indicates a problem with the connection between your printer and your local network router or switch. Check the cabling and try again.
Compare the two IP Addresses, both of the first three groups of numbers should be the same. If they are not that means the two devices are on different networks. Verify that your computer is connected to the same router as the receipt printer and try again. If you are still experiencing an issue with being on different networks, we recommend contacting your network administrator or internet provider for assistance.
4. Make sure Heartland Retail Connect is running
You can find Heartland Retail Connect installation instructions and troubleshooting steps here.
5. Set the correct printer in Heartland Retail
From within Heartland Retail, navigate to the Point of Sale and click the menu ☰ button in the top left corner, then click Settings.
This will load a window that allows you to select your receipt printer. If you have a LAN/Ethernet printer, it will be displayed with an IP Address such as Star TCP (192.168.1.20). If it is a USB printer it will be displayed as the printers name such as STAR_TSP143__STR_T_001_ or Star TSP 100 Cutter.
Once you select your printer, you should see a green notification on screen notifying you of your printer change. If you do not see a notification, select the blank line at the top of the list, then select the correct one again.
Help! My receipt printer is still not working.
If you have followed all of the troubleshooting steps outlined above and you are still having an issue, please send us an email at HRetailsupport@heartland.us and we can assist you.