Your Star CloudPRNT printer stopped printing Sociavore orders? Check which orders print, the printer status, connection and CloudPRNT settings, reprint an order, or swap a printer.

This article is for Star CloudPRNT printers connected to Sociavore. If you print online orders through Square POS, please check How to Configure Printing in Square POS for iOS or for Android instead.

Which orders print

  • Orders print as soon as they are paid, on the printers of the location the order was placed for. Pre-orders also print when the guest pays, not at the pickup or delivery time.
  • Only orders with menu items print. Orders with only store products, gift cards or event tickets don't print.
  • Orders with the Payment required status (for example, when the payment didn't go through) don't print. When you click Mark as paid on the order, it prints.
  • If Print specific sections only is on for a printer, that printer prints only items from the menu sections you chose.

1. Check the printer in your dashboard

Click Shop in the left menu, then Ecommerce Settings, and open the Printers tab (open Printers).

Shop → Ecommerce Settings → Printers: an Offline status means the printer isn't connected
  • Location — the list shows printers for the location selected at the top of the dashboard. Turn on Show all locations to see every printer. Orders print only on printers added to the order's location.
  • Active — must be On.
  • Status — shows the last message from the printer, with a green, orange or red icon. An orange or red status, such as Offline, means the printer has a problem, for example no paper or no connection.
  • MAC — must match the MAC address on the printer's self-test printout (the very top of the slip). Use lowercase letters.
  • Open the printer (⋮ → Edit) and check that Kitchen ticket and/or Receipt is checked, with at least 1 copy.

2. Check the printer's connection

  • A flashing light usually means the printer has no internet connection. A solid green light means it's connected.
  • Turn the printer off and on, then restart your router, so the printer gets a new network address.
  • The printer's network must have internet access. Some networks (corporate, club or guest Wi-Fi) only work inside the building or block some ports. Sociavore's printing server uses port 88, so ask whoever manages your network to allow outgoing connections to 104.154.209.177 on port 88.
  • Quick test: connect a phone to the same Wi-Fi as the printer (turn mobile data off) and open http://104.154.209.177:88/php_queue/cloudprnt.php in the browser. If the page doesn't load or times out, your network is blocking the printer.

3. Check the CloudPRNT settings on the printer

Run the printer's self-test to get its IP address, open that address in a browser and log in (the steps are in Setting up a Star CloudPRNT printer). Then open CloudPRNT and check:

  • CloudPRNT Service is set to ENABLE.
  • Server URL is exactly http://104.154.209.177:88/php_queue/cloudprnt.php
  • Polling time is set (5 seconds is fine).
  • If Star Micronics Cloud is turned on, we recommend turning it off, so the printer only checks Sociavore for new orders.
  • After any change, open Save, select Save/Restart device and tap Execute.

Click Orders in the left menu (open Orders), open the order and click Print order. Choose the printer and whether to print the kitchen ticket, the receipt or both, then click Print. Only printers set up for that type are listed under each option. Use this to test a printer after you fix it.

Replace or swap a printer

Each printer is saved by its MAC address, and the MAC address can't be changed. To use a new printer:

  1. Set up the new printer: connect it to the internet and enter the CloudPRNT settings above. Please check Setting up a Star CloudPRNT printer for the steps.
  2. On the Printers tab, choose the right location at the top of the dashboard and click Add new CloudPRNT. Enter a name and the new printer's MAC address, choose the printing types and click Create.
  3. For the old printer, open the menu (⋮) and click Delete, or switch Active off if you want to keep it for later.
  4. Print a recent order again to test the new printer.

Which printers work with Sociavore?

Star printers with CloudPRNT, for example the Star mC-Print3 (MCP30) or the Star TSP143IV. Other printers, or Star printers without CloudPRNT, can't print Sociavore orders directly.

Still not printing?

Message us in the chat or email support@sociavore.co. Please include the printer model, its MAC address, the location, a photo of the self-test printout and the number of an order that didn't print.