Help with Mpop Cashdraw and printer

[DavidC1991]

Good morning 

I was wondering if anyone can assist

We are having issues with our mpop cash draw and ipad. Basically i can connect to the printer/cash draw with bluetooth via the ipad but when i go into the app i can select it but it states that the device is unreachable. 

I've tried to connect to the mpop app but it states failure to communicate. 

I've tried updating the ipad, turned it off and on, resetting the bluetooth on both the ipad and the cashdraw, checking the cables and checking the settings on the ipad. 

I'm lost as to what else it could be, I've tried phoning Star who make the draw but they never respond. 

Anyone else had anything similar happen to them? 

Thanks 

David. 

[Breffni]

Hi @DavidC1991, thanks for raising this. 

Is this the first time you are connecting your Mpop to your iPad or has it just lost connection recently? The following steps usually resolve any connection issue between the two: 

Make sure that both your mobile device (iOS) and Square app are up to date and then follow in order: 

- Close the Square Point of Sale app
- Turn off Bluetooth on the iPad
- Turn the iPad off and back on
- Turn the mPOP off and back on.

After doing so, turn everything back on and download an app called mPop utility and test the connection: https://apps.apple.com/us/app/mpop-utility/id993563930 

Once that's done, check under the iPad's Settings > Privacy > Bluetooth and Local Network that Square is toggled to green.

On your iPad and check if the mPOP is coming up under Settings > Bluetooth > select Mpop .

Open the Square App > More > Hardware > Mpop > Create Printer Station > Use this printer for > Save

I hope this gets you set up! 

You can find more advanced troubleshooting steps for Star Micronics printers here. 

For mPOP printers specifically, this manual can come in hand

[DavidC1991]

Hi Alegra, 

Thanks for this i've done it multiple times to try and connect. I am thinking it must be a fault with unit as i cannot even test the unit with the utility app because i always get a message failure to communicate with the printer. 

Thanks anyway. 

David. 

[Breffni]

Thanks for trying David. 

I think the best option would be to continue trying to get in contact Star Micronics Technical Support directly at +44 (0)1494 688811. 

If they confirm the printer/cash drawer is faulty then you should reach out to our Customer Support Team directly, they will be able to take you through the warranty flow so we can get you a replacement as soon as possible. @DavidC1991