If there are multiple Wi-Fi networks at the location, communication problems may occur between tablets and printers or the cash register. To find out whether it is actually a network issue, compare the IP addresses — don't assume. You need TWO addresses: the tablet's IP address and the printer's IP address.
To find the IP address of a tablet or phone, click here. (keep the existing link to article 1793877)
Compare the first 3 groups of digits. For example, in an address such as 192.168.0.100, the first 3 groups are 192.168.0.
How to interpret the result:
The first 3 groups are DIFFERENT (for example, tablet 192.168.0.25 and printer 192.168.1.10): the devices are definitely on different networks and cannot communicate with each other. This is the only situation in which you can say with certainty that the devices are not on the same network.
The first 3 groups are IDENTICAL (for example, 192.168.0.25 and 192.168.0.10): the devices are on the same network. The IP address class is not the cause, so look elsewhere: the printer may be turned off, the network cable between the printer and router may be disconnected, the paper roll may be empty, or the printer may need to be deleted and added again in the application.
You have only one address (for example, only the tablet's address): you cannot draw any conclusion. Without the printer's address, the comparison cannot be made.
How to Find the Printer's IP Address
The non-fiscal printer does not connect over Wi-Fi: it joins the network only through the network (LAN) cable plugged into the router. It has no SSID, it is not “put on the same wireless network as the tablet”, and it is not configured from the manufacturer’s app. The tablet is on Wi-Fi, the printer is on a cable, both on the same router.
The printer's IP address does not appear in the Ebriza account and cannot be viewed remotely — neither by you from Administration nor by the support team. It must be read directly from the printer:
Turn off the printer.
Turn it on while holding down the FEED button until it prints a receipt with the network information.
On the receipt, you will find the IP address, Subnet Mask, and Gateway. Compare the IP address shown there with the tablet's IP address.
If the report shows 192.168.192.168, this is the Epson factory-default address: the printer has never received an address from the network, so it is not connected to the network at all. Do not try to correct the address from the Ebriza app. First check the network cable between the printer and the router or switch, at both ends, then the router port and DHCP.
If xxx.xxx.xxx.xxx or an address like 169.254.x.x appears instead of an address, the conclusion is the same: the printer is not receiving an IP address from the network and cannot communicate with the application. First check the network cable between the printer and the router or switch, at both ends, and only then the device settings.
For the Epson TM-T20 printer, detailed instructions can be found in the article “How can I find the IP address of the non-fiscal Epson printer (TM-T20)”. If the printer needs to be moved to a different IP address, see the article “Changing the printer's IP address”.
For the cash register, the address is read differently, directly from the device: see the article “Troubleshooting the connection between the cash register and Ebriza POS/Ebriza POS NEXT”.
The Printer Appears Green on One Tablet and Red on Another
If the same printer appears connected (green) on one tablet and disconnected (red) on another, compare the IP addresses of the TWO TABLETS — but only if they are at the same location. Tablets in different locations are already on different networks, in different buildings, with different routers, so the comparison tells you nothing.
If the first 3 groups are different, the tablet where the printer appears red is on a different network: a guest network, a second router, an extender that creates a new network instead of extending the main one, or a phone hotspot. Connect it to the same network as the rest of the equipment.
The first 3 groups are IDENTICAL (for example, 192.168.0.25 and 192.168.0.10): the devices are on the same network. The IP class is not the cause, so look elsewhere. Attention: if the printer appears CONNECTED in the app (green) and yet no order receipt is printed, do not continue with the network troubleshooting steps — see the section “The printer appears connected, but no order receipt is printed” below. The physical checks (printer turned off, network cable between the printer and router, paper roll empty, deleting and re-adding the printer in the app) apply to a printer that the app CANNOT see or shows in red.
Two networks with nearly identical names are two different networks
Many routers broadcast two Wi-Fi networks with nearly identical names that differ only by their suffix: “…-2G” and “…-5G”, or “…” and “…-guest”. These are two different networks, even though they come from the same router, and depending on the router configuration, devices on one network may not be able to see devices on the other. The customer sees both as “my Wi-Fi” and both have internet — which is why “the tablet has internet” does not answer the question of whether the tablet and the equipment are on the same network.
A tablet with multiple saved networks can automatically switch from one to another, for example after a router restart or when the signal becomes weaker. This explains the classic situation: “It was working yesterday, today the printer or cash register shows as disconnected, even though I haven’t changed anything.” On the tablet, go to Settings → Wi-Fi, check the name of the network it is currently connected to, and compare it with the network the equipment was working on. If it has changed, reconnect the tablet to the original network and reopen the Ebriza app.
To prevent this from happening again, keep only one saved network on the tablet — the one dedicated to Ebriza equipment — and remove the others, as described in the “Special cases: iPad and private Wi-Fi” section below.
Add to this list the case of two networks from the same router with nearly identical names (“…-2G” and “…-5G”) — see the section below.
Having multiple saved networks means that the iPad can automatically switch from one to another, while the equipment remains on the other network and appears disconnected.
The printer appears connected, but no order receipt is printed
If the printer appears connected in the app (green), if the app can see it, or if it can print a test print, but no order receipt is printed, the problem is not the network. If the tablet can communicate with the printer but nothing is printed, it means that nothing is being sent to the printer. The cause is almost always the routing tag: an order receipt is sent to a printer only if the tag set on the printer and the tag assigned to the products are identical.
Check the following in this order:
The tag on the printer. In Ebriza POS NEXT: Devices, tap the non-fiscal printer, Configure printing rules, the “Print order receipt” rule — check whether it is enabled and whether it has a tag selected (for example, bar or kitchen). In Ebriza POS: POS menu, Printers and Peripherals, tap the printer, Printing rules section, TAG field.
The tags on the products. In the Catalog, check whether the products that should be printed on that printer have exactly the same tag as the printer.
Only if the tags on both sides match exactly should you move on to the network checks in this article: IP addresses, cable, power supply, paper roll, deleting and re-adding the printer.
Detailed steps for configuring tags are available in the article “How to add printing rules for printers?”
When Turning Wi-Fi Off and On Does NOT Help
The steps “turn off Wi-Fi, completely close the Ebriza application, turn Wi-Fi back on, and reopen the application” solve only one situation: the application on the tablet displays “Server Offline” even though the internet at the location is working. These steps restore the connection between the application and Ebriza's servers.
For a printer or cash register that does not connect, these steps do not help. In that case, the problem is between the device and the router, and the checks are the ones described above: IP addresses, network cable, printer power supply, and deleting and adding the printer again in the application.
Special cases: iPad and Private Wi-Fi
On iPads, delays in printing orders or losing the connection with the printer can be caused by specific iOS settings. For devices to work optimally:
1. Check saved networks
If the iPad has multiple saved networks, remove the unused ones. The only saved network should be the one dedicated to Ebriza.
2. Disable Private Wi-Fi Address and Limit IP Address Tracking
Go to iPad Settings > Wi-Fi.
Tap the blue i button next to the network the tablet is connected to.
Turn off "Private Wi-Fi Address" and "Limit IP Address Tracking" — these must always be set to OFF.
These iOS options can periodically change the iPad's MAC or IP address, which breaks communication with printers configured on static IPs.
3. Confirm printers are wired
For network stability, printers must be connected via LAN cable to the same router as the devices.
[tags: how to check if the printer and tablet are in the same network, check the local network, ip addresses, what to do if my printer is no longer connected to the tablet, the cash register gives communication error]