Zuppler Device Troubleshooting

Hardware Troubleshooting

*Test orders are literally just placing an order as if you were a customer. Please fill out the “name” field with “Test Test”. The email address field is your email address. The phone number field is all 1’s. Once test order has been placed, please simply “reply” to your order notification email and request that the test order be cancelled. This goes back to the Zuppler support team and they will cancel. We don’t want test orders affecting the merchant’s reporting and invoices.

*The new Eatabit Data Printers do not have troubleshooting info and are not serviced by Zuppler either. If a merchant has a technical issue with one of these, please forward to Mandi Boas until the manufacturer’s tech support information is available to post here.

Receipt Printers (older style – not the new Eatabit printers)

Problem: The font is too small on my receipt.

Unfortunately the size of the receipts or the text on the receipt cannot be adjusted.

Problem: My receipt is printing out too lightly.

Troubleshooting steps:

  1. Please make sure your device is charged as it can begin to print lightly as the battery is getting low.
  2. Edit printer density settings by going to Menu > Manage Device > Settings > General Settings. Scroll down to Print Density (Power), select and save as 13. Repeat these steps for Print Density (Battery).

Problem: My printer is showing me a DNS Error.

Troubleshooting steps:

  1. Check your device to confirm whether or not there is a ‘G’ in the top right corner of the screen.
  2. Try moving your device roughly 10 feet or so to a different area and see if the signal.
  3. Turn your device off and back on.
  4. If these steps have not resolved the issue, please call our support line at 1-866-509-7127 for further assistance.

Problem: My printer is printing error receipts.

Ex. {“code”:500,”message”:”Internal Server Error”}}

Troubleshooting steps:

This is nothing to be concerned about. This will happen from time to time and can be ignored. These are due to internal glitches at the printer’s attempts to retrieve information. If it should happen in rapid succession, please call our support line at 1-866-509-7127 for further assistance.

Problem: My printer says “Insert Sim”.

Troubleshooting steps:

If using a WiFi printer:

  1. Reconnect your printer to your WiFi network.
  2. Restart your wireless router.
  3. If the system says it is unable to locate a network and times out, sometimes shown as “No AP”, please call our support line at 1-866-509-7127 for next steps.

If using a data printer:

  1. Remove your device’s sim card.
  2. Blow on it just as you would an NES cartridge.
  3. Put the sim card back in the device.
  4. If this does not solve the problem, please call our support line at 1-866-509-7127 for assistance.

Problem: My printer is printing out multiple orders with incomprehensible content, or a 404 error.

Troubleshooting steps:

  1. Disconnect from the network on your device.
  2. Reconnect to a different network.
  3. If this does not resolve the issue, please call our support line at 1-866-509-7127 for next steps. 

 

Tablets

Problem: My tablet isn’t making any sound.

Troubleshooting steps:

  1. Please check your volume settings and make sure the volume is on and turned up.
  2. Open the browser and go to YouTube and play a video.
  3. If still no sound, please call our support line at 1-866-509-7127.

Problem: I can’t login.

Troubleshooting Steps:

  1. Please make sure you are using the correct login.
  2. Turn the tablet off and back on, and try again.
  3. Clear your data by going into Settings > Application Manager > OrderZupp App > Clear Data.
  4. If still unable to login, please call our support line at 1-866-509-7127. 

Problem: I’m not receiving any orders.

Troubleshooting steps:

  1. Turn the tablet off and back on.
  2. Clear your data by going into Settings > Application Manager > OrderZupp App > Clear Data.
  3. If still unable to receive orders, please call our support line at 1-866-509-7127.

Last updated 1/16/19

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