topic Re: Major Issues with Epson TM-L90 Label Printer in Restaurant Operations

Major Issues with Epson TM-L90 Label Printer

CMRed1975 — Sun, 04 Jun 2023 17:57:10 GMT

Hello!

We just converted from Squirrel to Toast this year. We are a high volume seasonal burger restaurant, and we have been using label printers for years for our Burgers which we then dress and wrap in paper, which the label is placed on.

We have been having major printing issues with the Epson TM-L90 Label Printer, and have now tried 3 of the printers in the last 2 months, we had a new Cat5e Cable run and new jack installed, and can't seem to get any resolution from any of our Toast Reps. We have tried our Sales Rep, Onboarding Consultant, Customer Care, Hardware, Expert Team, and now are being told our case is with the Engineering Team.

Has anyone on here experienced printing issues with the Epson TM-L90's? Any suggestions on how to troubleshoot?

The labels are not printing the entire menu items/toppings, splicing tickets together, printing weird characters at times, sometimes there are printing delays, and duplicate labels. I'm attaching a photo from yesterday. We were also told we couldn't get the Check # or Server # printed on the labels (which was not a problem for Squirrel mind you). Having that info would help our Tray Setter/Expeditor find the orders on the expo screen to then be hand written for the instances when there are printing issues. We have 7 Terminals, 6 Handhelds, and have not opened our Online Ordering or in-house Kiosk options due to these printing issues, which is super frustrating.

Any help or suggestions would be greatly appreciated.

Thank you!

Re: Major Issues with Epson TM-L90 Label Printer

au79teahouse — Sun, 04 Jun 2023 21:03:56 GMT

*I'm not an expert on this. It seems to be a buffer/cache issue. How many label printers do you have for all your terminals and handheld devices?

Re: Major Issues with Epson TM-L90 Label Printer

CMRed1975 — Thu, 08 Jun 2023 14:37:27 GMT

Hi there!

Thank you for your reply. We are currently using 1 label printer and sometimes average over 1,000 burgers/day. We also have 2 different size burgers, so we weren't sure if the menu build maybe wasn't done correctly and is causing some of the connectivity issues, if it's a volume issue, or if we need to try running two printers. We are willing to try whatever at this point. Appreciate any feedback!

Re: Major Issues with Epson TM-L90 Label Printer

au79teahouse — Thu, 08 Jun 2023 16:47:27 GMT

Do you see a pattern where certain items constantly show up on misprinted label? If that is not the case, I would assume your menu build is fine. When misprinting occurred, did it usually happen during in your busy hours?

Re: Major Issues with Epson TM-L90 Label Printer

CMRed1975 — Thu, 08 Jun 2023 17:51:09 GMT

This is the only thing that's been consistent for each printing issues thus far is this weird symbol circled in red in the picture.

Re: Major Issues with Epson TM-L90 Label Printer

au79teahouse — Thu, 08 Jun 2023 18:19:00 GMT

My guess would be 1) connectivity issue and 2) too many orders are sent into simultaneously. However, I am no expert on this. I don't wan to give false or misleading information. We just start to use TM-L90 recently. We maybe only had one or two times which labels were misprinted so far. Perhaps check how your TM-L90 is wired. Make sure to connect your TM-L90 to a switch that your terminals are attached to, instead of a Toast printer.

Re: Major Issues with Epson TM-L90 Label Printer

CMRed1975 — Thu, 08 Jun 2023 18:54:08 GMT

we had a new Cat-5 cable run and went directly into the switch instead of our patch panel. Still having issues. To me its a cache / hardware issue but can't get a solid response from Toast. They are playing pass the buck to each department. All giving us the palm up shoulder shrug...So we are trying to fix on our own but we have done everything except replace the network switch...

Re: Major Issues with Epson TM-L90 Label Printer

au79teahouse — Fri, 09 Jun 2023 00:32:21 GMT

I would suggest you ask them to transfer your call to a supervisor/expert. Supervisors/experts are usually much more helpful than tier 1 support. They will actually listen to your problem, troubleshoot, explain possible causes and offer solutions on most of technical problems instead of reading articles you can find in Toast Central.

Re: Major Issues with Epson TM-L90 Label Printer

CMRed1975 — Fri, 09 Jun 2023 22:49:52 GMT

Thank you, we appreciate your feedback! We hope to find a solution soon!

Re: Major Issues with Epson TM-L90 Label Printer

au79teahouse — Sat, 10 Jun 2023 00:12:46 GMT

Good luck! If you do find a solution, please update me here. I'd like to know the cause and how to fix the problem! Thank you in advance!

Re: Major Issues with Epson TM-L90 Label Printer

CMRed1975 — Sat, 10 Jun 2023 00:24:43 GMT

Will do!!!

Re: Major Issues with Epson TM-L90 Label Printer

ZK — Mon, 26 Jun 2023 22:24:03 GMT

Fortunately I haven't had any issues with our Epson TM-L90, except when an employee loaded the sticky receipt paper in backwards & it just smeared the glue everywhere. During a busy hour we print 80-90 tickets. Only mentioning this as this printer can work reliably with Toast.

While I didn't need to change any, there are dip switches to control various functions. They're documented in the Technical Reference Guide from Epson, available at https://www.google.com/url?sa=t&rct=j&q=&esrc=s&source=web&cd=&ved=2ahUKEwjYi7a9--H_AhUyEVkFHQa_AB0QFnoECA0QAQ&url=https%3A%2F%2Ffiles.support.epson.com%2Fpdf%2Fpos%2Fbulk%2Ftm-l90_6--_trg_en_reva.pdf&usg=AOvVaw0aIDbeAfEWhmHHdHORHwlP&opi=89978449.

You may also want to check the paper width in the Toast settings for that printer to make sure it matches the paper you're using. This probably isn't the issue but it is easy to check.