Chips Troubleshooting Guide
Ran into an issue? Try these troubleshooting steps to get your Chips back up and running!
Table of Contents
Guac & Chips Dashboard
Chips Dashboard
Printing
Firmware
What to know
Guac & Chips Dashboard
Printer Not Connected for Wired Printing
Possible causes:
Printer is not connected to the USB cable that is connected to Guac
Printer is not powered on
Ethernet settings are not correct
What to check:
The printer is connected to power and turned on
The USB port under the Guac head
The USB port on the back of the printer
Ethernet settings in the iPad settings
The Guac & Chips Dashboard to confirm that Chips is/is not connected
If the printer is powered on and connected to Guac:
Open the iPad Settings app
Tap Ethernet in the left navigation
Confirm that the settings are correct:
Configure IP: Manual
IP Address: 172.16.0.7
Subnet Mask: 255.255.255.0
Note: If your settings are incorrect, you will not be able to print or control the LED ring. You can follow this guide to set up the Ethernet settings.
Guac & Chips Dashboard
Printer Not Connected for Wireless Printing
Possible causes:
Printer is not connected to the USB cable that is built into the printer platform
Guac is not connecting to the Chips wireless network
Printer is not powered on
Chips Brain is not powered on
Chips Brain power switch is flipped OFF
What to check:
That the USB-C cable attached to the printer platform is securely connected to the back of the DNP 620A printer
That Guac is plugged into power
That Chips is plugged into power
Ethernet settings in the iPad settings
That the Chips Brain is on
Chips Brain power switch is flipped ON
If Chips is powered on and the iPad is connected:
Open the Salsa iOS app
Click the settings gear
Select Guac & Chips
Click Chips Dashboard
Click Connect to Chips
Select the Chips Printer
You will be prompted to Join the Chips Wi-Fi network
Click Join
Note: The Chips Brain takes 3-5 minutes to boot up when first powering on the Chips enclosure. Your Chips may not connect until the Chips Brain is fully booted.
What to know
Chips Brain Power Switch
The Chips Brain has a power switch that is located on the underside of the black cage on the printer platform. It is important to remember that you should always push/pull the printer platform from the white plate only during assembly/disassembly.
When troubleshooting your Chips printer, there may be instances where our support team recommends power cycling Chips using the power switch.
Power cycling the Chips Brain can:
Reset the wireless printing settings to connect to a different network
Test different connections present within Chips
Make sure Chips is correctly receiving power
Chips Dashboard
Chips is Not Connected
Possible causes:
Chips is not plugged into power
Chips Power switch is flipped OFF
Chips is not Connected to the Salsa app
What to check:
That Chips is plugged into power
Chips power switch Is flipped ON
The LED lights on the Chips Brain are on
Chips is connected Wirelessly to Guac
Note: Even without connecting Chips to Guac you will still have the ability to Print using Guac and Chips via a hardwired connection between the Guac Booth and Printer.
Learn more about setting up Wired Printing with Guac and Chips
Chips Dashboard
Cannot Connect Chips to Wireless Network
Possible causes:
The network is using a Captive Portal
The network has special (non-numeric) characters in the network name and/or network password
What to check:
That the network name and/or password do not include special characters (Such as: " $ % ’ , / ; < > \ ` ~ )
That the there is not a captive portal (network login popup) being used for the network
Note: If you are unable to connect Chips to a WiFi network in range, Salsa will run in Offline Mode. While in Offline mode you will still have full printing capabilities. Captures uploading to the Live Gallery and shares will be paused until Salsa is connected to a stable WiFi connection.
Printing
2x6 Photo Templates Are Not Cut into Strips
Possible causes:
Printer media size is not set to 2x6*2
Print attempt is happening outside of a running event or Sharing Station
What to check:
That the media size is set to 2x6*2. Reference the Printer Setup Guide if needed.
Start the event with Gallery Mode or Sharing Station turned on and try printing from there.
Printing
Error Lights on Printer
Possible causes:
End of paper or ink ribbon
Paper or ribbon not inserted correctly
Scraps box not reinstalled
To fix this:
Review page 20 of the DS620A User’s Manual
Firmware
Issues installing Chips Firmware
Possible causes:
Interruptions to Chips power when installing Chips Firmware
Interruptions to WiFi network when downloading Chips Firmware updates
IMPORTANT: In the event that there is an error when installing Chips Firmware updates, the Chips Brain should default to the last known firmware.
If you experience issues with printing or connecting to Chips after an interruption to your Chips firmware, please reach out to the PBSCO Support Team immediately.
