Cloud Printer Product R&D Instruction

7.Other FAQs to know

a) How the design logic ensures that the printer can receive orders?

A: SUNMI cloud printer has the following process to ensure:

  1. Printers access to SUNMI cloud MQTT server, which adopts a cluster architecture and is maintained by SUNMI QA team. Years of experience in accessing millions SUNMI business devices, ensuring the triggering and pushing of order messages.
  2. After receiving orders, the printer will initiate HTTP order list request and the orders will be limited within 5 to avoid missing any order during peak time.
  3. After receiving the order list, the printer will request order content per the sequence on the list one by one. The next order will be printed only after the last one has been printed.
  4. After printing, the printer will report the printing result to the server timely. Orders not reported as printed can be requested and printed again.
  5. If the printer is out of paper during printing, the order will be printed thoroughly again after paper loading to avoid any miss in content.
  6. If there is an outage during printing, the printer will automatically get unprinted order from the server to print after power on.
  7. If there is a network disconnection during printing, only orders which are thoroughly obtained by the printer can be printed.
  8. If the order printed is not complete due to problems including paper jam during printing, you can press the button on the printer to reprint the last order conveniently.
  9. If the printer cannot obtain new orders after repeated requests due to a network connection problem, the first order will also be obtained and printed when the printer receives the second new order list.
  10. The printer can automatically connect to/switch to a higher speed network, which only will take about 20s.
  11. The cloud indicator light can indicate whether the server is connected and whether the network of the printer is disconnected.
  12. Users can test the network by pressing a button on the printer and get a test report to check the network connection if necessary.
  13. If the network cannot be fixed for the time being, users can receive orders through phones and send orders to the printer via Bluetooth to complete order printing.

b) Will the order be lost if the printer is out of paper during printing?

A: Please reload a till roll if the printer is out of paper during printing, and the unfinished order will be printed again automatically and completely.

c) How to deal with incomplete order printing due to paper jam during printing?

A: You can double click thebutton on the printer to reprint the last order.

d) How to configure WIFI for the printer?

A: Network can be configured via Bluetooth for SUNMI cloud printers, which avoid problems caused by the cross-network configuration due to the different WIFI routers the user’s phone and the printer connected to. SUNMI provides developers with 3 SDKs for network configuration (one for Android, one for IOS and one for WeChat mini program). Developers can call Bluetooth for communication conveniently with the 3 SDKs without any complicated development on reconnection mechanism caused by communication errors.

e) How to deal with the lost order caused by the no good WiFi network in the shop?

A: A network state can be affected by lots of factors; thus, no ultimate solution can be adopted to solve the problem. As a result, a WIFI+GPRS version printer is recommended for it can switch to a stronger network automatically. Normally the printer connects to WIFI for communication, but it will switch to GPRS if the WIFI currently used is unstable and switch back when the WIFI is back to the normal state. Orders can be received normally through this mechanism. Receiving orders via GPRS is slower than via WIFI for the speed is limited, but as a backup, GPRS also ensures no miss in order receiving.

f) How to print an order that can be received on the phone but abnormal network on the printer?

A: SUNMI cloud printer conducts transaction printing in cloud, USB and Bluetooth mode. You can also print the data you received from a POS device or a phone through USB or BT. Therefore, you can send the order you received on your phone to the printer via Bluetooth to print.

g) How can I troubleshoot a network error?

A: A network state can be affected by lots of factors; thus, no ultimate solution can be adopted to solve the problem. You can double click thebutton to test your network and get a test report, and you can analyze the FAIL item on the report to locate the problem and feed it back to tech support to solve your problem.

ItemSpecificationSolution
Current NetworkThe currently used network (WIFI or GPRS) for communication.Please ignore this error if you have not configured WIFI. If the printer consistently uses GPRS, there might be something wrong with WIFI. Please check whether you have correctly configured WIFI or whether the router is working normally.
Link=>SSID:The SSID of the WIFI router currently connected to and the connection. PASS – connected. FAIL – disconnected.No SSID indicates that WIFI has not been configured for the printer. Please configure WIFI in this case. Please check whether the WIFI router with this SSID is working normally, or reconfigure WIFI for the printer.
Link=>GPRSThe current connection state to GPRS. PASS – connected. FAIL – disconnected.It might be caused by a weak GPRS signal. Please move your printer away from metals or walls and try again. Additionally, connecting to a GPRS takes a comparatively long time, and it might fail for the printer has not connected to an AP after booting. Please wait few minutes and try again in this case.
Check=>DHCP ConflictCheck whether there are more than one DHCP in the network (more than one DHCP or no DHCP will lead to network connection error). PASS – one DHCP. Warn – more than one DHCP. FAIL – no DHCP.Only when the Link item is PASS, FAIL in this item can be used for troubleshooting, otherwise please ignore the following analysis. If the item Link=>SSID has not become FAIL, please make sure it is PASS.
Warn indicates that there is a DHCP conflict caused by private WIFI routers. Please check if there are more than one router have turned on DHCP mode, if so, please keep only one of them which can connect to internet and turn off other DHCPs.
FAIL indicates there is no server which has configured DHCP and the printer cannot get the IP address. Please check whether the DHCP server in the network is working normally.
Check=>IP ConflictCheck whether there is more than one IP with the same IP address in the network for it will lead to network communication error. PASS – there is no IP with the same IP address. FAIL – there is more than one IP with the same IP address.Only when the Link item is PASS, FAIL in this item can be used for troubleshooting, otherwise please ignore the following analysis. If the item Link=>SSID has not become FAIL, please make sure it is PASS first.
An IP address conflict occurs if there are more than one DHCP or you have manually set IP address for your device. Please turn off needless DHCPs or find the device with the problem IP and change the IP address into the address distributed by DHCP.
Ping=>GWCheck the link between the device and gateway to decide whether the intranet connection is normal. The return value, which is a delay value, can be used to tell whether the network speed reaches the standard. FAIL – the gateway is blocked.Only when the Check item is PASS, FAIL in this item can be used for troubleshooting, otherwise please ignore the following analysis. If the item Check=>DHCP Conflict is FAIL, please make sure it is PASS first.
If the Ping value is too high or this item is FAIL, please check the WIFI router is working normally or check the AP signal.
Ping=>DNSCheck the link between the device and public network root DNS to decide whether a connection to extranet has been established. The return value, which is a delay value can be used to tell whether the network speed reaches the standard. FAIL – the gateway is blocked.Only when the Ping=>GW item is PASS, FAIL in this item can be used for troubleshooting, otherwise please ignore the following analysis. If the Link=>GPRS, Ping=>GW are FAIL, please make sure they are PASS first.
DNS root server is the major node in the internet. We can tell whether the device has been connected to the internet according to the value of Ping. Please check whether the WIFI router is working normally or the AP signal is too weak if the value of Ping is too high or this item is FAIL.
Ping=>MQTT ServerCheck the link between MQTT server and the device to decide whether it has been connected to a business server. The return value, which is a delay value can be used to tell whether the network speed reaches the standard.Only when the Ping=>GW, Ping=>DNS are PASS, FAIL in this item can be used for troubleshooting, otherwise please ignore the following analysis. If the Link=>GPRS, Ping=>GW are FAIL, please make sure they are PASS first.
MQTT is a server to push orders, and the value of Ping can be used to decide whether the link of this server is normal. Please consult the customer service of the manufacturer for troubleshooting if the value of Ping is too high or this item is FAIL.
Ping=>HTTP ServerCheck the link between the device and HTTP server to decide whether it has been connected to a business server. The return value, which is a delay value can be used to tell whether the network speed reaches the standard. FAIL – the gateway is blocked.Only when the Ping=>GW, Ping=>DNS are PASS, FAIL in this item can be used for troubleshooting, otherwise please ignore the following analysis. If the Link=>GPRS, Ping=>GW are FAIL, please make sure they are PASS first.
HTTP is a server for order content, and the value of Ping can be used to decide whether the link of this server is normal. Please consult the customer service of the manufacturer for troubleshooting if the value of Ping is too high or this item is FAIL.
MQTT=>Check ConfigThe printer mainly communicates via MQTT, so it automatically checks whether the server information is correct and whether order message from cloud can be received. PASS – correct information. FAIL – wrong information.Only when the item Ping=>HTTP is PASS, FAIL in this item can be used for troubleshooting, otherwise please ignore the following analysis. If the Ping=>HTTPServer is FAIL, please make sure it is PASS first.
If the information accesses to MQTT server goes wrong, please consult the customer service of the manufacturer for troubleshooting.
MQTT=>ConnectThe printer mainly communicates via MQTT. It checks whether MQTT is connected and whether order message from cloud can be received. PASS – connected. FAIL – disconnected.Only when the item MQTT=>MQTT config is PASS, FAIL in this item can be used for troubleshooting, otherwise please ignore the following analysis. If the MQTT=>Check Config is FAIL, please make sure it is PASS first.
If there is something go wrong in accessing to MQTT, please consult the customer service of the manufacturer for troubleshooting.
MQTT=>R&WThe printer mainly communicates via MQTT. It checks whether the communication data of MQTT is normal and whether order message from cloud can be received. PASS – normal communication. FAIL – disconnected communication.Only when the item MQTT=>MQTT Link is PASS, FAIL in this item can be used for troubleshooting, otherwise please ignore the following analysis. If the MQTT=>MQTT Link is FAIL, please make sure it is PASS first.
If the information accessing to MQTT server goes wrong, please consult the customer service of the manufacturer for troubleshooting.

h) How to get the self-test page of the printer?

A: if need complete printer hardware information, please press the buttonand then the buttonand release them simultaneously to print the self-test page.

i) What caused the gibberish printed on the receipt?

A: SUNMI cloud printer can print characters of global font library and adopts UTF8 encoding, so all characters transmitted must be transferred into UTF8 to be printed. Adopting UTF8 encoding realizes printing multiple languages on one receipt to meet the needs of some merchants.

j) Can I change the content of voice message?

A: SUNMI cloud printer adopts TTS voice synthesis technology, which can transfer your text into voice message for broadcast regardless what the content is. Thus, you can customize your voice message according your needs on dishes, contact numbers, notes, etc. However, please avoid using polyphonic characters if you want to make sure it can broadcast the voice message with your desired pronunciation.

k) How to change WIFI setting?

A: After WIFI pairing, please reconfigure network if you want to change WIFI node. There is no need to deauthorize and rebind.

l) Can the printers receive orders simultaneously from a takeaway delivery platform?

A: the rule on how many devices can receive orders from a platform is determined by the platform instead of the printer. Ele.me allows more than one printer to access to the same account and receive orders simultaneously, but Meituan allows only one printer to access to one account. If the authorization has been bound to other platforms, the original one will be deauthorized forcedly.

m) Does GPRS version come with SIM card? If so, how much traffic can I use per month?

A: The SUNMI cloud printer is equipped with an inbuilt eSIM and does not need to use an extra SIM card. It can connect to 2G network without any traffic limit.

n) I have bound the device via SUNMI Assistant APP, can I unbind it?

A: Yes. Please click the small dots on the up right corner in SUNMI Assistant APP to find the option “delete device”. After deleting the device, you can rebind the device with another phone. A bound device cannot be rebound to another account.

o) What should I do if it prompts “failed to connect to the Bluetooth of the device” when binding the printer?

A: When binding a cloud printer, communication is conducted via Bluetooth. The prompt usually because the App (Android version) does not have the permission to access the location. Please go to Setting – App – SUNMI Assistant – Permission – Location to turn on the permission.

p) What are the functions of indicator lights?

A: A cloud printer has three indicator lights. The green one indicates the power, which will be on when the printer is plugged to a power supply; the blue one indicates the network, which will be on when the printer has been connected to a server, and it will be off if the network is disconnected; the red one indicates errors including out of paper, overheat and other problems, and it will be off when all problems have been solved.