Firmware APP17-04-21-D3 210922

This issue affects EP802 printers with version APP17-04-21-D3 210922.

Fulfillment employees have been notified about this issue, and printers with this version of FW is prohibited to be sent to any customer. Printers in stock will be updated by General Bytes and their version will be checked during terminal activation. Any new delivery of EP802 printers will include the updated FW (or newer).

Description:

GENERAL BYTES discovered a firmware bug after investigating a reported issue with the EP802 printer. This problem wasn't detected earlier because the printer worked fine during pre-shipment tests; the steps to trigger the bug were never executed.

Affected printers:

If your EP802 printer has firmware version APP17-04-21-D3 210922, it will also have an orange label. However, having an orange label doesn't necessarily mean your printer will have that specific firmware version.

Open

Orange label located on the printer, example from BATMThree

Open

FW version highlighted on self-test ticked

Symptoms:

ALL MODELS: if you disconnect and reconnect the USB cable to the printer while the terminal is on, you'll get the same "Paper Missing" error.

BATMThree/BATMFour: when the terminal is on and gets a reboot command from the server, it reboots as expected - however the printer then shows a "Paper Missing" error.

Other activities might trigger this issue, but they all lead to the same result: the printer won't print because it thinks there's no paper.

Workaround:

To fix this, you'll need to cut power (for at least 10 seconds):

• to the printer, or

• to the entire BATM.

Fix version and update instructions:

Epson provided a new version of firmware. The firmware can be flashed to the printer:

• Updated FW version can be downloaded here: APP17-04-21-D3_220103a

• FW upload tool and instructions:

Options:

1. Update the firmware yourself, or

2. Send the printer to one of our service centers for the update.

   1. Create a Support Ticket

   2. Product & Parts Returns