Orderpad troubleshooting

Please follow these steps on how to connect your device to a private Wi-Fi connection:

• Press the Circle button at the bottom of your screen. You may need to locate this button by holding your finger at the bottom of the screen and swiping up.
• Locate the settings button and select Wi-Fi.
• Locate your private Wi-Fi and enter your password.
• Once you have connected, it will indicate connected underneath your Wi-Fi.

If you are unable to connect to your Wi-Fi, please get in touch with your Wi-Fi provider to see if there are any issues with your service.

If the above steps have not been successful, you can use the device’s SIM data as a backup.
The SIM data is a short-term fix and cannot be used for a prolonged period of time.

We do advise, for any long-term Wi-Fi issues, to get in touch with your provider.

Please follow these steps on how to connect your device to SIM data:

• Press the circle button at the bottom of your screen. You may need to locate this button by holding your finger at the bottom of the screen and swiping it up.
• Locate the setting button and select Wi-Fi.
• Turn off your Wi-Fi.
• Ensure Ethernet cable (if present) is disconnected.
• The SIM data should automatically connect when Wi-Fi has been turned off.

If the SIM data hasn’t turned on automatically when the Wi-Fi has been turned off, please follow these steps:

• Double-check the Wi-Fi is turned off
• Turn off your device and allow 10 seconds before turning it back on
• Turn the device back on
• The SIM will now be online and active

If these steps are not successful, please follow the steps to contact our specialist device support team.

• Check the device has power (open the lid using the grey handle under the screen front, does it beep?)
• Check the 4 pins on your cable that connect to the device. Are they all silver and no damage?
• Check that the adapter light on the cable is green
• Check that the device lid is closed properly

Which of the following issue have you faced:

• Failure to print/blank printing
• Printer has jammed

• Make sure you have the correct type of paper (thermal heat paper)
• Ensure the paper is shiny side up and, if you are using Just Eat paper, ensure that the Just Eat logo is at the top.

• Remove and reinsert the paper roll, ensure the paper is fed to the end of the sensor
• Make sure the paper is tightened

• Open the Orderpad menu > settings > printer settings
• Tap the ‘connect to printer button’
• The device will automatically scan for near-by devices. If not, tap ‘scan again’
• Look for the device starting with TM-m30
• Enable access to the system message that will appear
• Once paired, select TM-m30 and then tap ‘connect’

• Switch off the printer
• Hold down the feed button and switch on
• Continue holding the feed button until the ‘settings summary’ prints
• Press and hold the feed button until the ‘mode selection’ page prints
• Press the feed button 4 times, then press and hold the feed button until the ‘restore default values’ page prints
• Press the feed button once, then press and hold the feed button until the text ‘restore completed’ is printed.

Once the printer is reset, please repeat the steps above under Bluetooth pairing.

• The following guidance is available to help resolve your printer issue.
• Check the device has power (Open the lid using the grey handle under the screen front, does it beep?)
• Check the 4 pins on your cable that connect to the device. Are they all silver and no damage?
• Check that the adapter light on the cable is green
• Check that the device lid is closed properly

Which of the following issue have you faced:

• Partially printing
• Failure to print/blank printing
• Printer has jammed

Check the green sensor on the printer, to ensure it is clear of dust and grease. You can gently clean the sensor.

• Make sure you have the correct type of paper (thermal heat paper)
• Ensure the paper is shiny side up and if you are using Just Eat paper, that the Just Eat logo is at the bottom

• Remove and reinsert the paper roll, ensure the paper is fed to the end of the sensor
• Make sure the paper is tightened

• Open the lid using the grey handle under the screen front, does it beep?
• Check there is paper in the device
• Remove and reinsert the paper roll, ensure the paper is fed to the end of the sensor with some extra hanging outside the printer
• Make sure the paper is tightened and close the lid

• Lift the lid of the device and locate the reset button
• Find a small object e.g. toothpick, needle etc
• Using the selected small object, press and hold the reset button for 10 seconds, this will restart the device.
• After 10 seconds, you can close the lid.

Please follow the below steps in order:

• Open the lid using the grey handle under the screen front, does it beep? If it does, this is a good sign as this means you have power running into the device.
• Next, restart the device by switching it off and on – This should be done every day to clear the built-up memory.
• Once you have done the above, please follow the below step:

• Lift the lid of the device and locate the reset button
• Find a small object e.g. toothpick, needle etc
• Using the selected small object, press and hold the reset button for 10 seconds, this will restart the device.
• After 10 seconds, you can close the lid.

Please follow the below steps in order:

• Check the connection and plug in the power cable
• Check the power button – hold the power button in for 10 seconds

Please follow the below steps in order:

• Check power to the device
• Open the lid of the Orderpad
• Does the device start beeping?
  Yes – Please follow the Slow Device, Frozen Device, or Blank Screen troubleshooting steps
  No – Please follow the Faulty Power Plug troubleshooting steps

• Plug into the socket and switch on
• Ensure cable is firmly connected to the adaptor
• Check power lead is correctly inserted into the device (flat surface at the bottom)
• Make sure green light is visible on the adaptor
  Ensure the power button at the back of the orderpad device is switched on
• Is the green light showing?
  Yes – Check if device powers on
  No – Move to next step

• Check the cable for any damage
• Unplug the cable and check the pins
  Check the pins are all silver and not discoloured or damaged
• Is there discolouration or other damage to the pins?
  Yes – Please follow the steps to contact our specialist device support team.
  No – Follow next step
• Open the device lid

• Turn off the device for 10 seconds
• Turn the power device back on

• Click menu > settings > sound > select a ringtone
• If audio does still not play – Please follow the Slow Device, Frozen Device, or Blank Screen troubleshooting steps.