A JPS has USB connected printers, please inspect the printer's physical connections. There should be a power cable and USB cable plugged directly into the printer.
Non JPS devices use Wi-Fi connection see our Printer troubleshooting guide if you are not using a JPS
Step 1 - Verify Physical Connections
The printers should have power and USB cables plugged into the physical unit. Please inspect those for any damage
Unplug the USB cable from the device, inspect the plug and the port for any damage
Replace the USB cable, inserting it firmly into the port.
Verify that the tablet is charging - ensure that the battery icon includes the little lightning bolt symbol (example pictured)
you can see this by swiping down from the top of the screen
if all look good continue to step 2
Step 2 - Ensure your JPS Launcher is up to date.
**If these steps don't work, please continue to step 3**
Step 3 - Turn off All Devices
Please note, it’s very important to do these steps in the proper order of operations
Manually power off the printers by holding the power button
Power off the tablet by holding the power button for a few seconds. you'll see a prompt to turn off/restart. Select "power off"
After the tablet powers off, un-plug the JPS power cable from the power outlet
This has now shut off everything.
Step 3 - Restart Devices in the Proper order
Power back on the tablet
Launch Jolt/Wait for Jolt to launch
Plug back in the power and wait 30 seconds (this will allow the internal hub/logic board to reset)
Turn back on the printer
the light will start either orange or red after pressing the power button. Please wait for the status light to turn green. This may take a moment
You may be prompted to connect to the new devices - if you see any prompts please select the affirmative answer (yes, ok, allow, etc.)
If this doesn't work, continue to step 4
Step 4 - Location settings
during the initial setup of your JPS unit, you may get the following prompt (pictured)
MAKE SURE YOU SELECT TO ALLOW WHILE USING THIS APP.
If the Jolt user initially declines the location settings in Jolt, the printers will not be able to connect. This is because the printers have to “believe” that they are in the same network as the tablet otherwise they will not be able to connect to the tablet. The prompt looks like this:
To check the location settings:
Swipe down twice from the top of the screen
Go to the settings menu
Go to Location settings
Go to App Permission
Select “Printer setup” and make sure that it’s allowing location access for that app
Repeat for “Jolt” then force quit the app.
How to force quit the jolt app
Swipe down from the top of the screen and go to Settings
Scroll down and select Apps
Select the JOLT app
Select Force Close (or force stop on some devices)
If this doesn't resolve the issue, please attempt a factory reset of the printer
If this has not resolved the issue, please contact the Technical support team via chat and we will be happy to assist you further. Or please email us at [email protected]