FAQ

If the Power LED does not light up when the power is turned on, it may mean that the power cable or AC adapter is not correctly connected. Please check the connection. Check that the power connector is securely connected.

Please check that the Power LED is turned on.

If the Power LED does not light up when the power is turned on, it may mean that the power cable or AC adapter is not correctly connected. Please check the connection. It may also mean that the power socket is loose. Check and make sure that the power socket is correctly connected.

Check that the Power LED has lit up blue and that the Network LED has lit up green.

Network LED is not illuminated
LED display shows "Link down: Physically disconnected". Check and make sure that the LAN cable is correctly connected.

• The connector may also be loose. Confirm that both the LAN connectors of the printer and network device (router, hub and such) are securely connected.
• The LAN cable may have been damaged. When the Network LED does not light up even if the LAN cable is reconnected, confirm by connecting a different LAN cable.
• Check and make sure that the network device to be connected is working correctly.

Network LED is blinking
The LED display shows "Link down: IP address cannot be obtained". When a DHCP server is provided, check whether it is available.

If the printer network setting has been changed using Web Configuration or Telnet and the printer has become unable to be connected, it may be possible for the printer to connect to the network when the network setting is initialized.

Perform "Initialize Communication Settings (Network)" once, and check the connection.

To connect to the Web Configuration, please enable “JavaScript” setting in your web browser (Active Scripting in Internet Explorer).

Up to 2 devices can access Web Configuration at the same time.
If more than 3 devices need to access the site, please try after data of the previous 2 devices is completely read (after 5 seconds or longer).

If "https://[Printer IP address]" (SSL/TLS communication) was specified when connecting to Web Configuration, Web Configuration may not be displayed correctly.

When opening Web Configuration, use "http:// [Printer IP address]" (non-SSL/TLS communication) .

In order to use SteadyLAN, SteadyLAN needs to be “Enabled.”
Also, SteadyLAN is “Disabled” automatically when ThetherLAN is “Enabled” because TetherLAN cannot be used with SteadyLAN. Use the special app and check the printer SteadyLAN settings.
Use Star SteadyLAN　Use App

In order to use SteadyLAN, the LAN cable and USB cable must be connected.
Check and make sure that the LAN cable is correctly connected to the printer and network device. Also check that the USB cable is correctly connected to the printer USB-C port and host device.

When using a host device that does not support USB PD (USB Power Delivery), network connection is supported via the USB cable when the USB connection type supports communication. However power supply at the same time is not possible.

Use Star SteadyLAN

In order to use SteadyLAN, it is necessary to configure the printer network settings. Check and make sure that the printer network communications are functioning correctly.
Connect Tablet/PC (LAN)

SteadyLAN is automatically “Disabled” when TetherLAN is “Enabled” because SteadyLAN cannot be used with TetherLAN. Use the special app and check the printer SteadyLAN settings.
Use Star SteadyLAN　Use App

In order to create a stable wired LAN connection, set the host device [Settings] - [Wi-Fi] to "OFF".
Use Star SteadyLAN

The SteadyLAN function is applicable only to Android devices and to Windows devices of Windows 10 or later.
Use Star SteadyLAN

In order to use TetherLAN, TetherLAN needs to be “Enabled.”
In addition, TetherLAN is “Disabled” automatically when SteadyLAN is “Enabled” because TetherLAN cannot be used with SteadyLAN. Use the special app and check the printer TetherLAN settings.
Use Star TetherLAN　Use App

In order to use TetherLAN, you need an Android device that can use mobile data communication.

Check that an Android terminal to be used for TetherLAN is connected to the mobile line (4G/5G) or wireless LAN (Wi-Fi). Also, check that Internet Sharing (tethering) is available in your contract.

Use Star TetherLAN

In order to use TetherLAN, the USB cable (C-C) must be connected.
Check that the USB cable (C-C) is correctly connected to the printer USB-C port and Android device. Use Star TetherLAN

TetherLAN is automatically “Disabled” when SteadyLAN is “Enabled” because TetherLAN cannot be used with SteadyLAN. Use the special app and check the printer TetherLAN settings.
Use Star TetherLAN　Use App

If the connection is cut by turning off the printer/device or removing the USB cable, “USB tethering” will be disabled automatically.
“Enable” USB tethering again using the Android setting app when the printer is reconnected.
Use Star TetherLAN

Do not connect the LAN cable when using the TetherLAN function. It may affect the communication of devices on the network to which the LAN cable is connected.

When communication is affected, disconnect the LAN cable from the printer using the TetherLAN function, and then reconnect to the network or restart the affected device.

Use Star TetherLAN

Please check that the Power LED is turned on.
If the Power LED does not light up when the power is turned on, it may mean that the power cable or AC adapter is not correctly connected. Please check the connection. It may also mean that the power socket is loose. Check and make sure that the power socket is correctly connected.

When the iOS device connected via Bluetooth is connected to the printer USB-C port, Bluetooth connection may be released.

When charging on the USB-C port an iOS device connected to the printer via Bluetooth, set the USB-C function to “Power Supply Only Mode” in advance.
Switch the USB-C Function

When using iOS devices
Please check that the Power LED and Bluetooth LED have lit up blue.
If the LED display shows "Bluetooth not connected" (the Power LED lights up blue and the Bluetooth LED is turned off), Bluetooth connection is disabled.
Open the Bluetooth Setting of the host device, and check whether the connection with the desired printer is completed.

When using other than iOS devices (Android, etc.)
Please check that the Power LED has lit up blue.
The Bluetooth LED only lights up blue when printing or status acquisition is performed via Bluetooth. Open the Bluetooth Setting of the host device, and check whether the pairing with the desired printer is completed.

Check whether the printer is already connected to another iOS device via Bluetooth.

If connected, then remove the connection to the connected iOS device, and then try to connect to the Bluetooth from another host device.

When [New Pairing Permission], in which you can check or change the setting with the dedicated application software, is set to OFF (disable), a printer search or new pairing from a device other than the connected tablet is not available due to enhanced security.

To set [New Pairing Permission] to ON (enable), initialize the network settings (Bluetooth).

The communication status of the Bluetooth printer will depend on any nearby radio waves, presence of interference, and the environment in which it is installed. When installing this product, perform a thorough evaluation beforehand.

Take the necessary measures after referring to Precautions for Using Bluetooth Printer.

Connect USB-C for communication with the host device.
The USB cable to be used varies depending on the operating system of your PC, smartphone or tablet. Check whether the cable is correctly set to suit your environment.

• The connector may also be loose. Check that the USB cable is correctly connected to both the printer and the PC, smartphone, or tablet.
• Connect the cable slowly and securely. Also try to connect the cable again.
• The USB cable may have been damaged. If this error recurs after the cable is connected again, connect another cable, and check the status.

When the TetherLAN function of the printer is “Enabled,” the printer does not communicate via USB.
Use the special app and “Disable” the TetherLAN function when using the printer as a USB printer.

If you connect the USB cable before installing the Windows printer driver to use the Windows printer driver in a Windows device, the printer is not correctly recognized by the operating system.

If you have failed to connect the USB cable and create a printer queue before installing the Windows printer driver, follow the steps below to erase or uninstall the device.

1. Start Device Manager while the printer remains connected.
2. Right-click "Other Device" - "StarMCL32 (STR-001)", and select "Uninstall Device (Windows 10)" or "Delete (Other than Windows 10)" from the pull-down menu.
3. When "Check Device Uninstallation" is displayed, check the status, and execute uninstallation.
4. Disconnect the USB cable from the printer or turn the printer off.
   　　　After installing the Windows printer driver, connect the USB cable and turn the printer on again.

The USB-A provides communication with and supplies power to USB-connectable devices*. It only supplies power (0.5 A max.) to other USB devices.
Connect the cable slowly and securely. Also try to connect the cable again.

*USB-connectable product: BSH-20U, BSH-20B, BSD-40U, BSH-32U, BSH-32B, SCD222U, BCR-POP1, USB HID class (keyboard mode) devices

Please check that the Power LED is turned on.
If the Power LED does not light up when the power is turned on, it may mean that the power cable or AC adapter is not correctly connected. Please check the connection. It may also mean that the power socket is loose. Check and make sure that the power socket is correctly connected.

Check that the Power LED does not light up or flash red.
If the label paper roll is not set correctly and falls into the printer, the set paper type does not meet the media setting, etc., a paper setup error (Power LED flashes red) occurs and printing cannot be performed.

Check that the paper corresponding to the setting is correctly set.

Check that the Power LED has not lit up red.
If the printer cover is not closed securely, it causes a cover open error (the Power LED lights up red), which results in a printing failure.
When closing the printer cover, firmly press it so as not to close only one side.

If blank paper is being ejected, then the paper roll is set in the wrong direction.
Check the direction of the paper roll to make sure that the paper is set correctly.

As this product is a thermal printer, it will not print on ordinary paper.
Also, if there are issues such as faint printing of words, the cause may be that the paper does not meet the specifications, or the paper has become old and deteriorated.

Check the appropriate paper roll specifications and use paper that meets the printer's specification.

If the Power LED is blinking or it has lit up or is blinking in a color other than blue, refer to the LED Display and check the product status.

If you can hear the printer operating but the paper is not being ejected, there is a possibility that a paper jam is occurring or the paper is being rolled onto the rubber roller.
If a paper jam occurs, remove the paper referring to "Paper Jam".

Check whether Self-Printing works correctly.

When Self-Printing works correctly, check whether the app, software, and printer settings are correctly configured.

When using die cut label paper
A gap error occurs when a gap between labels (portion of release paper) is 24 mm or larger. Use the die cut label paper with a gap of 23 mm or smaller.

When using black mark paper
A BM error occurs when the black mark length is 9 mm or longer if using the printer with the factory defaults. Change the setting appropriately when using the label of which black mark length is 9 mm or longer.
The black mark length can be increased up to 24 mm by black mark correction of Star Quick Setup Utility.

"Linerless label" is selected and the hold print control is "enabled" in the factory defaults of the printer. In this case, printing of the next label will not start until the printed label is removed from the paper exit of the printer.

The label type can be changed by Utility or operation of the printer.

When "Linerless label" is set in the media setting, "Partial cut" is selected for the cutting method, and hold print control is "Disabled", the top margin setting will be changed to 11 mm even if it has been set to 3 mm when next printing is attempted with paper remaining at the paper exit.

This is to prevent a paper jam.
Change of the top margin can be avoided by reviewing the setting of the cutting method or hold print control.
The printer setting can be changed by Utility or operation of the printer.

When using die cut label paper
If the bottom margin from the end of the printing range to the edge of the label is not large enough, a gap between labels cannot be detected correctly and the next label may be skipped. Secure the following and set the printing range.

• Bottom margin of (Label length + Gap) x 6%   or larger under the printing range

When using black mark label paper
If the bottom margin from the end of the printing range to the black mark start position is not large enough, a black mark cannot be detected correctly and the next label may be skipped. Secure the following and set the printing range.

• Bottom margin of Black mark pitch* x 6%   or larger under the printing range

Configure the media setting to match the media you are using to ensure comfortable operation without causing failures such as paper jams. When changing the settings for the top margin or cutting method, refer to the following.

Media Setting : Linerless label
The following setting is recommended to avoid paper jams.

• Select partial cut for the cutting method.
  When full cut is performed for linerless label paper, a label may stick to the paper exit of the printer, resulting in paper jams.
• Enable hold print control.
  When printing multiple labels in series using linerless label paper, a label may stick to the paper exit of the printer, resulting in paper jams.

Media Setting : Die cut label or Continuous label
It is recommended that the top margin setting be changed to "11 mm" if paper jams or folded label paper occurs.

Media Setting : Receipt paper
A top margin setting of "3 mm" and a cutting method setting of "Partial cut" are not recommended as there is the possibility of paper jams occurring. Consider reviewing the top margin setting or cutting method setting.
The printer setting can be changed by Utility or by operating the printer.

When using label paper, it is recommended to perform cleaning periodically. The information LED of the printer that lights up orange shows the cleaning notification. In addition, clean parts in the printer when these are sticky due to label paper.

Do not touch the paper or block the outlet while the paper is being discharged.

When the width, thickness, or other details do not meet the required specifications, it may easily cause paper jams.

Check the appropriate paper roll specifications and use paper that meets the printer's specification.

If the printer cover does not close, confirm that the diameter of the paper roll is 102 mm or smaller.

Check the appropriate paper roll specifications and use paper that meets the printer's specification.

Check that the Power LED of the main unit has lit up.

USB peripherals such as tablets can only be charged while the power of the main unit is on.

Confirm that the USB cable for the tablet is connected to the USB-C of the main unit.

The maximum amount of power supplied from USB-C is up to 20 W. Check whether this is sufficient power needed to charge your tablet.

The printer settings information can be checked easily by using the dedicated app.

You can also check settings using the Self-Printing function.

To use a Mac or Linux device, you need to install the dedicated driver.
For details on the connection procedure and how to install the driver, refer to the following.