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Printer not connecting: reset the Windows driver

Check the basics first

  • Is the printer switched on and connected with a USB cable?
  • Is your setup supported? An Epson TM-series receipt printer (for example TM-m30III, TM-m30, TM-m20 or TM-T20III) connected by USB to an Android tablet that supports USB printing, a Windows laptop or a Chromebook. iPad, iPhone, Bluetooth and Wi-Fi are not supported. See Supported printers and devices.
  • Close any Epson or POS software that is running, then try again.

On Windows: reset the printer driver

This is the most common cause. Windows installs an Epson driver that blocks SOUS from reaching the printer. You replace it once with a small tool called Zadig. It takes about five minutes and you never need to do it again on that computer.

1. Prepare the printer

  1. Connect the printer directly to the computer with its USB cable.
  2. Switch the printer on.
  3. Close any Epson or POS software that is open.

2. Download and open Zadig

  1. Go to zadig.akeo.ie and download the latest standard version of Zadig.
  2. Open the downloaded .exe file.
  3. Select Yes if Windows asks for administrator permission.

Zadig opens directly and does not need to be installed. Do not let it scan for updates.

3. Show the printer

Zadig may initially show 0 devices found. This is normal.

  1. Click Options, then List All Devices.
  2. Open the device menu at the top and select your Epson printer, for example TM-m30 or TM-T20III.

Do not select a keyboard, mouse, webcam or any other USB device.

4. Check the printer details

Make sure Zadig shows your Epson printer and that the current driver reads TMUSB. For a TM-T20III the USB ID is 04B8:0202.

If the current driver shows something else, or you are not sure you selected the right device, stop here. Take a photo of the Zadig window and contact SOUS support before continuing.

5. Select WinUSB

  1. Open the driver menu on the right and select WinUSB.
  2. Check that Zadig shows TMUSB → WinUSB.
  3. Check that the button reads Replace Driver.

Select WinUSB only. Do not select libusb-win32 or libusbK.

6. Replace the driver

  1. Click Replace Driver.
  2. Select Yes if Windows asks for permission.
  3. Keep Zadig open and wait until you see Successfully installed. This can take a few moments.

If an error appears, do not click the button repeatedly. Take a photo of the error and contact SOUS support.

7. Connect the printer to SOUS

  1. Open SOUS and go to the On-Demand orders tab.
  2. Click Connect printer.
  3. Select your printer in the device window and click Connect.
  4. Print a test receipt.

8. Remove Zadig

Zadig is a portable program, so it is not installed like a normal Windows application.

  1. Close Zadig.
  2. Open your Downloads folder, right-click the Zadig .exe file and select Delete.
  3. Empty the Recycle Bin if you wish.

Deleting Zadig does not remove WinUSB or disconnect the printer. The printer stays correctly configured.

Still not working?

Contact support and include a photo of the error message and a photo of your Zadig window. That lets us diagnose the problem in one go.