Get Help With Epson T20

In this Article:

• Printer Not Printing
• Auto Cutter Jam
• Networking 
• Incorrect Paper
  • Loading the Paper
  • Incorrect Paper
• Text on Printed Receipt Does not Look Correct

Printer Not Printing

If your printer isn't working, it could be an issue with the printer itself, your network, or its setup in Toast Web. Let's ask a few questions to help identify the cause.

1. When did this start happening?
   1. Asking this question will help you determine if there was a possible change to a setting on Toast Web or the Network.
   2. If this just recently happened, it is best to start with Toast Web and look for any settings changes under Publish Config.
   3. If this has been going on for a while, it is best to start troubleshooting with the Epson T20 Printer.

2. What doesn’t the printer print?
   1. Finding out if the printer doesn’t print certain items or just certain tickets from certain terminals will help narrow down the focus on troubleshooting.
   2. If the printer is only printing certain items on the check, it is most likely a setting within Advanced Properties on 
   3. If the printer is only printing at certain stations or terminals, it could be a setting on  under Printers, or it could be a setting on the terminal. Please be sure to check both.

Auto Cutter Jam

1. Turn off the Printer
   1. Before doing any work on a printer, it is important to turn the printer off so as to not damage it any further.
2. Remove the Cutter Cover from the front of the Epson T20 Printer.
   1. This Cutter Cover sits on the front of the printer and covers the Auto Cutter Blade
   2. This cover will also typically have the printer's IP Address posted on it from the installer 
3. Located on the right-hand side of the printer, you will see a knob that can be rotated
4. Rotate this knob in the direction of the arrow that shows next to this knob
   1. Typically this arrow is facing down, but before rotating this knob, ensure you're rotating the knob in the correct direction.
5. To the left of the Knob, there is a small opening. While rotating the knob as mentioned in step five, it is important to look for a triangle in this opening.
6. Line up the triangle with the opening.
   1. Doing this will align the Cutter Blade back to its correct position
7. Reattach the Auto Cutter Cover
8. Open the Roll Paper Cover
9. Remove all possible stuck or jammed paper from the Auto Cutter Blade
10. Close the Roll Paper Cover
11. Turn Printer Power Back On

Once all the steps above have been completed, please proceed with running a test print with the customer. If the test print does not work and the error light reappears, please  to arrange a return or discuss other solutions.

Note: The Epson T20 printer model is no longer available. If your current Epson T20 printer needs replacement and is still under warranty, we will provide you with the newer Epson M30 model. If your T20 is out of warranty, you have the option to purchase the Epson M30 as a replacement.

Networking 

The Epson T20 should be on a static IP Address. That IP Address should look something like 192.168.192.169 (The 169 will be different on most setups). To determine if the Epson T20 printer is on the correct Network and has the correct IP Address attached to it, we will need to have the customer obtain the IP Address for us. Below are the steps on how to accomplish this:

1. Ensure that the printer is powered on.
2. Press and hold the Reset button located at the back of the printer.
3. Release the button; the printer will then begin to print the feed test for the IP address.

A receipt will print out with the printer's IP Address on it, along with other configuration settings. Ensure this IP Address matches the settings on . If it doesn’t, please update the IP Address on .

If you have completed the above steps, and the printer still isn't able to come online or print due to Networking issues, please  to arrange a return or discuss other solutions.

Incorrect Paper

If your Epson T20 printer is producing blank receipts or frequently jams, this is often caused by using the wrong type of paper. This printer model specifically requires Single Ply Thermal Paper. To ensure you're using the correct paper and that it's loaded properly, please follow the instructions below.

Loading the Paper

The Printer Paper will have a natural curve to it. The paper will also be glossy on one side. Ensure the customer has loaded the Printer Paper glossy side down, so the natural curve of the paper fits within the Holding Position Cradle of the paper with ease. If the Printer Paper is not fitting within the Holding Position Cradle, it is most likely the wrong type of Printer Paper, or the Printer Paper is being placed upside down. Please ensure that the customer is loading it glossy side down. 

Incorrect Paper

The quickest way to see if the customer is using the correct paper in the Epson T20 Printer is to take a piece of it and scratch the glossy side with the back of your thumbnail. If there is a black mark on the paper, it is thermal-based paper and should work within the Epson T20 Printer. If there is no mark left on the paper, the customer is most likely using the incorrect printer paper and will need to purchase the correct thermal printer paper.

Text on Printed Receipt Does not Look Correct

If your printed receipts look misaligned or stretched, this is typically due to an incorrect printer model being selected in your Toast Web settings.

1. To resolve this, please log into
2. Select Printer Setup
3. Select the correct printer model for your device
4. Then select Save, and then select Publish all changes
5. Perform a test print to confirm the issue is fixed.