The printer or the POS can't be seen on the network

Also known as: network issue, WiFi dropout, can't see printer, no veo la impresora, conexión perdida, IP issue, subnet issue.

Most "the terminal can't find the printer" or "orders aren't printing" problems come from the venue's local network, not from brasio itself. This guide walks through the checks in order, from the simplest to the most technical.

Brasio has no built-in network diagnostics screen. All of these checks happen at the operating system level or on the router.

1. Check they're on the same network

The terminal device and the printer must be on the same subnet. In practice:

• If both are on Wi-Fi: the same network (same SSID). If your venue has a staff network and a guest network, make sure both devices are on the staff one.
• If the printer is on cable and the terminal on Wi-Fi: the router must bridge both onto the same network (most home routers do this by default).
• If you have two access points (one in the dining room, one in the kitchen): they must be bridged (same network), not running as two separate networks.

2. Look at the IP addresses

Print a self-test page on the printer by holding the Feed button for a few seconds. The printer's IP appears on the page (for example 192.168.1.50).

To see the terminal device's IP:

• Windows: Settings → Network & Internet → Wi-Fi → Properties. Look for the IPv4 address.
• macOS: System Settings → Network → Wi-Fi → Details.
• iPad: Settings → Wi-Fi → tap the connected network → IP Address.
• Android: Settings → Wi-Fi → tap the connected network → IP address.

The first two or three parts of both IPs should match (e.g. 192.168.1.x). If one is 192.168.1.x and the other is 192.168.2.x, they're on different subnets.

3. Ping the printer

From the terminal device, open a terminal/command window and ping the printer's IP:

• Windows: Start → cmd → ping 192.168.1.50
• macOS / Linux: Terminal app → ping 192.168.1.50
• iPad / Android: Install a network utility app (e.g. Network Analyzer) and use its ping feature.

You should see responses like time=2ms.

• No response: the printer isn't reachable. Restart the printer and check the cable or Wi-Fi.
• Intermittent response: Wi-Fi coverage is weak where the terminal or printer is located. Move the access point or switch the printer to wired Ethernet.

4. Restart the router (last resort)

After a power cut, if nothing can see anything else, the quickest fix is to restart the venue's router, wait 2 minutes and try again. Check that the DHCP reservation for the printer is still configured — see Connect your thermal printer.

Not working?

• If all of the above is fine but the printer still doesn't print, the issue is at the OS printer level or in Chrome's print path — see Printer not printing.
• If the terminal loses its internet connection frequently (not just to the printer), contact your internet provider.
• If you need to restart the terminal because something has frozen, see Restart the terminal.