CloudPRNT Troubleshooting Guide

If your Star printer isn't printing orders automatically, follow these troubleshooting steps to identify and resolve the issue.

Basic Connectivity Checks

Verify Network Connection

• Ensure your printer is connected to the internet via ethernet cable (recommended for stability)
• Check that the printer shows a solid network connection light
• Test internet connectivity by accessing the printer's web interface

Confirm CloudPRNT Status

• Access your printer's web interface at http://[printer-ip-address]
• Navigate to CloudPRNT or Cloud Services settings
• Verify that CloudPRNT Service is set to ENABLE
• Check that the connection status shows as "Connected"

Configuration Issues

Verify CloudPRNT Credentials

• Double-check that the Server URL matches your Cloudline printer queue exactly
• Ensure the Queue ID and Password are entered correctly (case-sensitive)
• Confirm User Name is set to cloudline
• Verify Password field contains your queue password (not "Password")

Authentication Errors

• Re-enter your Queue ID and Password from your Cloudline dashboard
• Make sure there are no extra spaces before or after the credentials
• Try copying and pasting the credentials directly from your queue settings
• Restart the printer after making credential changes

Order Processing Issues

Check Order Status

• Verify that orders are being accepted in your system, not just created
• Orders must be accepted before they will be sent to the printer
• Check your Cloudline dashboard to confirm order status

Printer Response Issues

• If orders aren't printing within 2-5 seconds of acceptance, check the polling time setting
• Ensure Polling Time is set to 2 seconds for optimal responsiveness
• Try manually refreshing the CloudPRNT connection in the printer interface

Advanced Troubleshooting

If the printer doesn't print at all:

• Verify the printer is connected to the same network as your ordering system
• Check that your firewall isn't blocking the CloudPRNT connection
• Ensure the CloudPRNT service shows as "Connected" in the printer interface
• Try restarting both the printer and your router
• Test with a simple order to rule out complex formatting issues

If you can't access the web interface:

• Confirm you're using the correct IP address
• Make sure your device is on the same network as the printer
• Print a network status page by holding the FEED button for 3-5 seconds
• Try accessing the interface from a different device on the same network

Connection Drops Frequently

• Switch to a wired ethernet connection if using WiFi
• Check for network interference or weak signal strength
• Update your printer's firmware to the latest version
• Verify your router settings aren't causing connection timeouts

When to Contact Support

If you've tried all the above steps and your printer still isn't working:

Contact our support team with the following information:

• Your Queue ID
• Printer model and firmware version
• Description of the issue and when it started
• Any error messages displayed on the printer or web interface
• Steps you've already tried from this troubleshooting guide

Before contacting support:

• Take a screenshot of your CloudPRNT settings page
• Note the exact error messages you're seeing
• Document when the issue occurs (immediately, after some time, etc.)

Prevention Tips

• Keep your printer firmware updated for best compatibility
• Use ethernet connection instead of WiFi when possible
• Regularly check that your CloudPRNT connection status remains "Connected"
• If you change network settings, remember to reconfigure CloudPRNT
• Test your setup periodically with sample orders

Updated on: 25/09/2025