FAQ

If a problem occurs while you are using this product, please check the following before contacting us regarding support.

Power does not turn 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.

Connect AC Adapter

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To turn the power on, press the Power button. When the Power LED lights up, release the Power button.

Turn On/Off Power

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Cannot establish network communication

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.

Connect AC Adapter

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


The Network LED is turned off.

The LED display shows "Link down: Physically disconnected". Check and make sure that the LAN cable is correctly connected.

  • It may also mean that the connector is 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.

The Network LED is flashing.

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

LED Display

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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.

Initialize Communication Settings

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Depending on the type of device, when using the SteadyLAN function in a closed network environment (environment not connected to the Internet), if the device power was turned OFF and then turned ON while the device was connected to the printer, network communication may not be possible. If this occurs, try disconnecting and reconnecting the USB cable that connects the printer and device.

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Cannot connect to the printer settings screen (Web Configuration)

To connect to Web Configuration, please enable the 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 2 devices need to access the site, please try after data of the previous 2 devices is completely read (after more than 5 seconds)

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The printer settings screen (Web Configuration) does not display correctly

The Web Configuration may display incorrectly if connecting with "https://[Printer IP address]" (SSL/TLS encryption).

Use "http://[Printer IP address]" (No SSL/TLS encryption) when opening the Web Configuration.

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SteadyLAN cannot be used

In order to use SteadyLAN, it is necessary to set SteadyLAN to “Enable”, “Enable for Android”, or “Enable for Windows”.
Use the special app (mC-Print Utility/SteadyLAN Setting Utility for mCollection) to check the printer SteadyLAN setting.
Use Star SteadyLAN

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When using MCP31LB or MCP31L
In order to use SteadyLAN, the LAN cable and Lightning 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 Lightning cable is correctly connected to the printer USB-A (2.4A) port and the iOS device.


When using MCP31CB or MCP31C
In order to use SteadyLAN, the LAN cable and USB cable (C-C) 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 (C-C) 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

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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)

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The mC-Print3 firmware version must be Ver. 2.3 or later in order to use the SteadyLAN function with mC-Print3. Check the firmware version of the mC-Print3 that you are using. The firmware version is shown in the title section of the printer information (page 1) that is printed using the Self-Printing function.
Self-Printing

If the firmware version of the mC-Print3 that you are using is earlier than Ver. 2.2, use the special app (mC-Print Utility) and update the firmware.
Use App

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To check the model name of your printer, refer to Check Model.


When using MCP31LB or MCP31L
With the MCP31LB and MCP31L models, this function can be used only with iOS devices (such as iPad and iPhone).

Use Star SteadyLAN


When using MCP31CB or MCP31C
With the MCP31CB and MCP31C models, this function can be used only with Android devices and with Windows devices where Windows10 or later is installed.

Use Star SteadyLAN


When using MCP30

The SteadyLAN function cannot be used with the MCP30 model.

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

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Tablet network communications are slow

When SteadyLAN is set to “Enable”, “Enable for Android”, or “Enable for Windows” and a host device that supports SteadyLAN is connected to the USB port (USB-A (2.4A) or USB-C) of the mC-Print3 that is connected by a cable to the network, then the host device network communication takes priority over the wireless LAN and communication switches to a wired LAN connection via the USB port.

The SteadyLAN wired LAN connection via the USB port provides stable communication, however the communication speed is approximately 1 Mbps and may be slower than the wireless LAN.
Use App

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Cannot establish Bluetooth communication

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.

Connect AC Adapter

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Bluetooth communication is not supported when a MCP31L model, MCP31C model, or MCP30 model is used.

In addition, the MCP31CB model does not support Bluetooth communication with iOS devices.

To check the model name of your printer, refer to Check Model.

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iOS devices <MCP31LB model only>
Please check that the Power LED and Bluetooth LED light 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.

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.

LED Display
Connect Tablet/PC (Bluetooth)

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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.

Connect Tablet/PC (Bluetooth)

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A single iOS device (iPad, iPhone, etc.) cannot be connected simultaneously via Bluetooth and USB-A (2.4A).

When the iOS device connected via Bluetooth is connected to USB-A (2.4A), communication and power supply are established for the device connected to USB-A (2.4A), and the Bluetooth connection is released.

Precautions for Using Multi-interface

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When [New Pairing Permission], in which you can check or change the setting with mC-Print Utility (iOS/Android) or Printer Software for mCollection (Windows), 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).

Connect Tablet/PC (Bluetooth)
Initialize Communication Settings

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Bluetooth communication is not stable

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 on Bluetooth printer use.

Precautions for Using Bluetooth Printer

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Cannot establish USB communication

The USB cable connection method varies depending on the operating system of your PC, smartphone, or tablet. Check whether the cable is correctly set to suit your environment.

  • It may also mean that the connector is loose. Check that the USB cable or Lightning cable is correctly connected between the printer and the PC, smartphone, or tablet.
  • The USB cable or Lightning cable may have been damaged. If this error recurs after the cable is connected again, connect another cable, and check the status.

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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" - "StarMCP31(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.

Setup - Install Driver
Connect USB Cable

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USB-A (2.4A) and USB-B cannot be used simultaneously as the host device.

When both devices are connected while the printer remains turned on, only communication with the first connected device is established. When the printer is turned on while both devices are connected, the machine preferentially communicates with the Windows or Android device connected to USB-B while only providing power at a maximum of 1.5A to the iOS device connected to USB-A (2.4A).

If an unnecessary cable is connected, disconnect it.
Otherwise, examine connecting either device to another interface.

Precautions for Using Multi-interface
Connect USB Cable

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The method of connecting the USB cable used for communication varies depending on the host device and interface that are used.
Check that you are using a correct cable for the host device and interface that are used.

If you are using a host device equipped with USB-C that does not support USB PD, it is necessary to switch the USB-C function at the printer.

For details, refer to Connect USB Cable.

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The MCP31CB and MCP31C models do not support USB communication with iOS devices.

To check the model name of your printer, refer to Check Model.

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A printer where the SteadyLAN function is set to “Enable for Windows” cannot perform USB communication with Android devices.

Either connect a device with a different OS, or else connect to the printer from a different interface, then either set the printer SteadyLAN function to “Disable” or “Enable for Android” or else initialize the communication settings.
When initializing the communication settings, be aware that other settings will also be returned to the default settings from the time when the product was purchased.

Initialize Communication Settings

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USB-A (2.4A) provides communication with and supplies power to iOS devices (iPhone, iPad, etc.) and USB-connectable devices (SCD222U, BCP-POP1, DS9208); it only supplies power (1.5A max.) to other USB devices.

USB-A (0.5A) only provides communication with USB-connectable devices (SCD222U, BCP-POP1, DS9208); it only supplies power (0.5A max.) to other USB devices.

USB-C and USB-B perform communication with Windows, Android, Mac, and Linux devices. They do not support connection with other USB devices.

For details of the connection method, refer to Connect USB Cable.

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When the MCP30 model is used, USB communication is not supported with an iOS device (iPad, iPhone, etc.) or other USB-connectable devices via the USB-A port.

To check the model name of your printer, refer to Check Model.

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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.

Connect AC Adapter

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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.
To close the printer cover, push both of its sides.

Paper Setup

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If a white sheet is being ejected, then it may be possible that the paper roll is set in the opposite direction. Check the direction of the paper roll to make sure that the paper is set correctly.

Paper Setup

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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.

Paper Roll Specifications

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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.

LED Display

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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 in question, referring to "Paper Jam".

Paper Jam

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Check whether Self-Printing works correctly.

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

Self-Printing

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Paper jams

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

Prevent Paper Jam

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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.

Paper Roll Specifications

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The printer cover does not close

If the printer cover does not close, confirm that the diameter of the paper roll is 83mm or smaller.

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

Paper Roll Specifications

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To set paper, check whether any foreign matter such as a paper core is in the paper roll holder.

Paper Setup

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Cannot open the printer cover

If the printer cover does not open even when you pull the opening lever, it is likely that a paper jam has occurred, and the cutter has locked. Do not force the printer cover to open or pull on the paper.

First turn off the power and then turn the power back on again. This will automatically release the lock.

If the cutter is not unlocked even after the power is turned on again, contact the seller.

Turn On/Off Power

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The tablet cannot be charged

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.

Turn On Power

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Check that the USB cable or Lightning cable of the tablet is securely connected to USB-A (2.4A), USB-A (0.5A), or USB-C <MCP31CB or MCP31C model>.

Illustration: For MCP31LB.

Connect USB Cable - iOS
Set Up External Devices - USB Port

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If the device is connected to USB-B, charging is not performed. When using the MCP31LB, MCP31L, or MCP30 model, USB communication and charging cannot be performed simultaneously with Windows, Android, Mac, or Linux.

To charge a device, use USB-A (2.4A) or USB-A (0.5A). While USB-B is connected, power at a maximum of 1.5A is supplied to USB-A (2.4A) even when an iOS device is used.

Connect USB Cable
Set Up External Devices - USB port
Precautions for Using Multi-interface

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When using the MCP31LB or MCP31L model
The electric energy supplied from USB-A (2.4A) is at a maximum of 2.4A when an iOS device is connected, and at a maximum of 1.5A when a USB device other than an iOS device is connected. When you want to charge a USB device other than an iOS device, check the amount of energy required to charge the USB device.

When an iOS device is connected to USB-A (2.4A) during USB-B connection, power at a maximum of 1.5A is supplied to the iOS device.

Connect USB Cable
Set Up External Devices - USB port
Precautions for Using Multi-interface

When using the MCP31CB or MCP31C model
The amount of power supplied from USB-C varies depending on the interface of the device used and on the type of USB cable used. Check that the cable is correct for the device interface that is used.

In addition, it may be necessary to switch the printer USB-C function depending on the combination which is used.

For details, refer to Set External Devices.

Set External Devices - USB port

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The tablet charging function is not supported when the MCP30 model is used.

To check the model name of your printer, refer to Check Model.

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The tablet does not start.

Depending on the type of device, when using the SteadyLAN function in a closed network environment (environment not connected to the Internet), if the device power was turned OFF and then turned ON while the device was connected to the printer, network communication may not be possible. If this occurs, try disconnecting and reconnecting the USB cable that connects the printer and device.

Turn On Power

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The melody speaker mC-Sound does not operate

Check that the mC-Sound cable is securely connected to the external device drive connector on the printer.

Set Up External Devices - External device drive connector

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The mC-Print firmware version must be Ver. 1.3 or later in order to connect and use mC-Sound with mC-Print3.

Check the firmware version of the mC-Print3 that you are using.
The firmware version is shown in the title section of the printer information (page 1) that is printed using the Self-Printing function.
Self-Printing

If the firmware version of the mC-Print3 that your are using is earlier than Ver. 1.3, use the special application (mC-Print Utility / Printer Software for mCollection) and update the firmware.
Use App

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Connect the mC-Sound cable before turning the printer power ON.
If mC-Sound was connected after the printer power was turned ON, mC-Sound will not operate correctly.

Also, if mC-Sound was disconnected and reconnected after the printer power was turned ON, turn the printer power OFF and then back ON.

Turn On/Off Power

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If the mC-Sound volume is set to “Mute”, no sound will occur.
Check the application you are using or the settings of the DIP switches on mC-Sound.

When the volume is set with both the application and DIP switches, the instructions and commands from the application take priority.

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Other questions

Using mC-Print Utility (iOS/Android) or Printer Software for mCollection (Windows), you can easily check the mC-Print configuration information.

You can also check settings using the self-printing function.

Use App
Self-Printing

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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 here.

Mac/Linux

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This machine provides the de-curl function to correct curls generated in thermal paper roll. The de-curl mechanism is always running during paper feeding.

  • However, this function cannot remove curls completely.
  • A receipt may be slightly folded near the top depending on the time in which receipt paper is left during the period from when a receipt is printed until the next one.
  • The de-curl effect varies depending on the paper you use or your environment.
  • Depending on the type or remaining amount of thermal paper roll, a receipt may be warped in a direction opposite to the normal direction by the de-curl function.

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