> For the complete documentation index, see [llms.txt](https://support.rosysalonsoftware.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://support.rosysalonsoftware.com/hardware/star-tsp100-receipt-printer-troubleshooting.md).

# Star TSP100 Receipt Printer: Troubleshooting

Whether your receipts are not printing, or just looking a little odd, here are some tips for troubleshooting your Star TSP100 Receipt Printer on a Windows computer.

## Your receipts are not printing, but you *have* printed receipts from this computer in the past

### Start by checking your Print Queue

{% stepper %}
{% step %}

## Access the Control Panel

Access the **Control Panel** on the computer the printer is hooked up to.

* On a Windows 7/8 computer: You can find the Control Panel on the right-hand side of the Start Menu. You can bypass the next step if you see Devices and Printers there.
* On a Windows 10 computer: Search “Control Panel” at the bottom next to the circle within the taskbar.
  {% endstep %}

{% step %}

## View devices and printers

Under **Hardware and Sound**, click **View devices and printers**.
{% endstep %}

{% step %}

## View the printer queue

Right-click on the Star TSP Printer, then select **See what’s printing**.
{% endstep %}

{% step %}

## Access Services if something is stuck

If there is something stuck in the Print Queue, access Services on your computer.

* On a Windows 7/8 computer: Click on the Start Menu, then search “Services” in the ‘Search programs and files’ box.
* On a Windows 10 computer: Search “Services” the same way you searched for the Control Panel.
  {% endstep %}

{% step %}

## Find Print Spooler

Scroll through the Services list until you find **Print Spooler**. The list is in alphabetical order.
{% endstep %}

{% step %}

## Restart Print Spooler

After you click on **Print Spooler**, click Stop, then Start on the left-hand side.

![Print Spooler](https://content.gitbook.com/content/Ba9JfhYBfqX7DMj8oNgV/blobs/oj8VBokbDnXZSBILO35S/Print%20Spooler.png)
{% endstep %}
{% endstepper %}

### If there is not anything stuck in your Print Queue, try a different Internet Browser

* *Microsoft Edge is a browser on Windows 10 computers. It is identified by a dark blue, lowercase ‘e’ at the bottom of your screen.*
* *We’ve found that sometimes, Microsoft Edge stops communicating with the Star TSP 100 Receipt Printer.*

![edge logo](https://content.gitbook.com/content/Ba9JfhYBfqX7DMj8oNgV/blobs/O9zgZ2xEPMz1qnt2Lxik/edge%20logo.jpg)

We recommend utilizing our software through Google Chrome or Mozilla Firefox.

* [*Google Chrome*](https://www.google.com/chrome/browser/) *is identified by a blue circle within a red, green, and yellow circle.*

  ![Chrome Logo](https://content.gitbook.com/content/Ba9JfhYBfqX7DMj8oNgV/blobs/kdWn00Jnt8KZkquXwlYC/Chrome%20Logo.jpg)
* [*Mozilla Firefox*](https://www.mozilla.org/firefox) *is identified by an orange and yellow fox wrapping around a blue circle.*

  ![Mozilla Firefox](https://content.gitbook.com/content/Ba9JfhYBfqX7DMj8oNgV/blobs/SC6YBBZgAAPgx7CEQKkE/Mozilla%20Firefox.jpg)

### If the receipt printer is *still* not responding

* We recommend un-plugging the printer from the USB port in your computer. Then plug it into a different USB port available on the computer.

  *If there is no other USB port available, switch it out with something else plugged in.*
* When you plug the printer back in, it will create a copy of the printer in your Control Panel.
* Take the steps in [setting up your Star TSP Printer](/hardware/star-tsp100-printer-setup-mac.md) properly, as you likely did before, then try printing again.

### Pay attention to the light on your Star TSP printer

* The light on your printer should be lit up green, and it should *not* be flashing.

{% hint style="danger" %}
IF THE LIGHT IS RED AND/OR FLASHING, YOU SHOULD CONTACT [STAR MICRONICS SUPPORT](http://www.starmicronics.com/support/ContactDetail.aspx?id=2#). YOU MAY NEED YOUR PRINTER REPLACED!
{% endhint %}

### Lastly, if your receipt printer has *never* print anything before *(i.e you just set it up)*

* Try re-downloading the correct [Star Micronics Driver ](http://www.starmicronics.com/support/).

  *If you need further assistance in downloading the proper driver for your receipt printer, please contact Star Support at 800-782-7636 x995 (Eng).*

***

## Your receipts are printing, but they are printing too long

{% stepper %}
{% step %}

## Access the Control Panel

Access the Control Panel on your computer.
{% endstep %}

{% step %}

## View devices and printers

Select **View devices and Printers**.
{% endstep %}

{% step %}

## Open Printing Preferences

Right-click on the Star TSP 100 Printer.

Select **Printing Preferences**, then click **Advanced**.
{% endstep %}

{% step %}

## Change the paper size

Change the paper size to: **72mm x 200mm**.
{% endstep %}

{% step %}

## Save the paper size

Click **OK**, then click **OK** again.

![Change paper size 1](https://content.gitbook.com/content/Ba9JfhYBfqX7DMj8oNgV/blobs/eLDlhn1NDAAtYwJJ6PSD/Change%20paper%20size%201.png)
{% endstep %}
{% endstepper %}

Next:

{% stepper %}
{% step %}

## Open Printing Properties

Right-click on the Star TSP 100 Printer again.

Select **Printing Properties**.
{% endstep %}

{% step %}

## Select Device Settings

Select the **Device Settings** tab.
{% endstep %}

{% step %}

## Change FRICTION

Change FRICTION to: **72mm x 200mm**.
{% endstep %}

{% step %}

## Save and reprint

Click **OK**, then try re-printing a receipt.

![Change Friction - Printer](https://content.gitbook.com/content/Ba9JfhYBfqX7DMj8oNgV/blobs/6o91LzucuNCRKXitFxpG/Change%20Friction%20%20%20Printer.jpg)
{% endstep %}
{% endstepper %}

{% hint style="info" %}
Printing the page with **Headers and Footers** turned on may also cause the receipt to print extremely long, or not cut off. Proceed to the written directions below for assistance in checking your Headers and Footers.
{% endhint %}

## If after making your receipt shorter, your receipts are now cutting the bottom off

You'll want to try changing the scale of the text on the receipt within your browser.

{% tabs %}
{% tab title="Mozilla Firefox" %}
{% stepper %}
{% step %}

## Open the menu

Start by clicking on the three horizontal lines in the top right corner of the screen.
{% endstep %}

{% step %}

## Select Print

Select **Print**.
{% endstep %}

{% step %}

## Open Page Setup

Click **Page Setup**.
{% endstep %}

{% step %}

## Adjust the scale

Un-check the "Shrink to Fit Page Width" box.

In the Scale box, enter: **87** %.
{% endstep %}

{% step %}

## Close the print page

You can then simply **close** the print page.

![Print Page](https://content.gitbook.com/content/Ba9JfhYBfqX7DMj8oNgV/blobs/mNCxeKLsMiRHmCSWjBSu/Print%20Page.jpg)

Try printing another receipt from the software to make sure it saved.
{% endstep %}
{% endstepper %}
{% endtab %}

{% tab title="Google Chrome" %}
{% stepper %}
{% step %}

## Start printing a receipt

Start by attempting to print a receipt from the software.
{% endstep %}

{% step %}

## Open More Settings

Before clicking the 'Print' button, scroll down to the bottom of the small Receipt window, and click **More Settings**.
{% endstep %}

{% step %}

## Change the scale

Change the Scale to: **87**, and make sure **Headers and Footers** is not checked.
{% endstep %}

{% step %}

## Print

You can then proceed to **Print**.

![Update Scale](https://content.gitbook.com/content/Ba9JfhYBfqX7DMj8oNgV/blobs/PVuhIvD0l3VDHSesYHAL/Update%20Scale.jpg)

*Settings should save like that for future printing.*
{% endstep %}
{% endstepper %}
{% endtab %}
{% endtabs %}

## The right side of your receipts is getting cut off

You'll want to adjust your Margins in your browser.

{% tabs %}
{% tab title="Mozilla Firefox" %}
{% stepper %}
{% step %}

## Open the menu

Start by clicking on the three horizontal lines in the top right corner of the screen.
{% endstep %}

{% step %}

## Select Print

Select **Print**.
{% endstep %}

{% step %}

## Open Page Setup

Click **Page Setup**.
{% endstep %}

{% step %}

## Open Margins & Headers/Footers

Click on the **Margins & Headers/Footers**.
{% endstep %}

{% step %}

## Set the margins

Make sure Top and Bottom are both set as: **0.0**

Left is set as: **0.1**

Right is set as: **0.3**
{% endstep %}

{% step %}

## Close the print screen

Simply **close** out of the print screen afterwards.
{% endstep %}

{% step %}

## Test printing

Try printing another receipt. If that did not solve the issue, try switching the Left and Right margins.

![Set Margins](https://content.gitbook.com/content/Ba9JfhYBfqX7DMj8oNgV/blobs/CFc6EfEKfmRTxjyZCTQS/Set%20Margins.jpg)
{% endstep %}
{% endstepper %}
{% endtab %}

{% tab title="Google Chrome" %}
{% stepper %}
{% step %}

## Open the menu

Start by clicking on the three dots in the top right corner of the screen.
{% endstep %}

{% step %}

## Select Print

Select **Print**.
{% endstep %}

{% step %}

## Open More Settings

Click **More Settings**.
{% endstep %}

{% step %}

## Select custom margins

Select **Custom** in the Margins drop-down.
{% endstep %}

{% step %}

## Adjust the margins

Drag the Top and Bottom of the page out to **0.00**, but hovering your cursor over the blue line.

Drag the Left in to **3.01**, and the Right into **1.00**.

![Chrome Margins](https://content.gitbook.com/content/Ba9JfhYBfqX7DMj8oNgV/blobs/0iqHOxmim56Y99M6VVya/Chrome%20Margins.png)
{% endstep %}
{% endstepper %}
{% endtab %}
{% endtabs %}

*If your printer is doing something else that is not addressed here or that our support team can assist with, please contact Star Support 800-782-7636 x995 (Eng) or* [*https://starmicronics.com/contact-us/*](https://starmicronics.com/contact-us/)