See videos, pictures and troubleshooting steps HERE

1. Verify thermal paper feeds roll-forward up, and turn off printer.

2. While holding the feed button, turn on. Wait for the MAC address to print, save for step #4. (ex. 38:1a:52:99:b1:29)

3. Press feed button once more to clear a flashing paper orange light. Wait (up to 5 minutes) for an IP address to print. Save for step #7. (ex. 10.30.30.148). *If no IP address or 192.168.192.168 CLICK HERE

4. Log into the Union Manager Portal: Settings Hardware Set-Up > Printers - verify name, model and MAC address match. AND on the terminal, open iPad Settings > WiFi, tap wireless SSID name, view IP address. *Be sure to "forget" any non-Union SSIDs.

5. Verify terminal IP address begins same first 3-part set (ie. 10.30.30.xx) for printer network (step #3 above). *last number is different (ie. 10.30.30.123)

6. Terminate Union app (drag up slowly from the bottom, then flicking the app away. *reopening app will display "LOADING %"

7. In the iPad Settings, scroll bottom-left to Union, scroll bottom-right to turn on Enable Printer Discovery.

8. Reopen Union. If the printer is listed under the section named:

1. "Reachable" create a new test tab and print a test.

2. "Unreachable" verify steps #3 & #5.

3. "Unassigned" verify step #4.

Knowledgebase Articles:

How to Load Paper

How to Find MAC and IP Addresses

Still Not Printing or Printing Half a Ticket?

- Remove the printer in the Manager Portal, save, then re-add the printer in the portal. STEP #4

- Try swapping out the problem printer for one that is known to work to ensure good IP address STEP #5 *this will isolate cable/connection issue vs hardware

- If the problem printer works here, the cabling/connection at the original problem location will need to be replaced.

- If the IP issue persists, the problem printer will need to be replaced.

If these steps do not resolve, either choose a REPLACEMENT PRINTER HERE or please contact Union Support 24x7 support@union-pos.com or (855) 384-6839.

KDS - 11" Counter Stand

KDS - 11" Counter Stand

24/7 Support 855-384-6839 support@getunion.com