Support

Ask about your node.

Describe the problem in plain language. Paste a node's /status output below for an answer grounded in its actual state, or open the node's own page and ask from its Support tab — either way, the answer is about your printer, not printers in general.

Start here

The written answers, by symptom.

Most faults have a documented cause. These are the pages that name yours — each one starts from something you can observe rather than from a diagnosis you would have to already have.

It will not come up, or the light is wrongThe six LED patterns and what each one means, then what to read out of GET /status — including the four different kinds of absence it tells apart.It prints garbage, blank paper, or cuts shortWrong command set, paper loaded upside down, too little feed before the cut, a missing zero-length packet — with the fix for each and how to tell them apart.It restarts itself with nobody near itThat is the USB recovery ladder reaching its reboot rung. What the ladder does, the brake that stops it looping, and the one fault it cannot clear.An API call came back with an error codeEvery code a node can answer with, its status, and — the column to read first — whether sending the identical request again can ever work.It is new and I cannot get it onto Wi-FiThe setup network, the captive portal, and what to do when nothing prints because no printer is attached — which is normal, and silent.It answers 401, or I have lost the keyThe three tiers, which routes each one gates, and the 15-second button hold that clears the API and update keys and reopens the API. Wi-Fi, the cloud token and account ownership are separate.

All documentation →

If our side is down

Your printing is not on our side.

Nothing in the print path depends on this company. A node speaks to your printer over USB and to your software over your own network, so an outage here reaches none of it.

Unaffected: printing, raw ESC/POS on port 9100, live status, the drawer pulse, scans, weight, the local API, discovery on your LAN, and every node already joined to a network. These do not call us and never did.

Affected: this website, the shop, your account and fleet view, the assistant below, telemetry ingest, unattended firmware pulls, and composing a receipt from a description — which is the one feature that needs a connection, and the copy says so wherever it appears.

There is no status page and no uptime figure here on purpose. We would rather publish which half of the product an outage can reach than a number we have not measured — and the answer to “is it us?” is one you can get faster from the node in front of you than from a page on the internet.

Talk to a person

When the chat isn't enough.

A dead node, a damaged shipment, a refund, or anything the assistant below gets wrong: write to us here. A person reads it and answers by email.

We answer here, and send a private link back to this conversation.
What happened, what you expected, and — for a node — its firmware version and a paste of its /status.
First reply
In writing, by email — usually 1 business day.
Hours
US business days. There is no phone line and no on-call rota; we are not going to pretend otherwise.
Not staffed for
Anything that has to be answered within the hour. Nothing in the print path depends on us — a node keeps printing while we sleep — and that is the reason this is a written channel and not a hotline.

Put these four things in it

  1. The node ID — the serial or nickname on its boot slip, or on your fleet page.
  2. The firmware version — fw in GET /status, or the badge on the node's own page. What it is running, not what it shipped with.
  3. A paste of /status — curl -s http://<node-ip>/status, or the copy button on the node's own page. It carries the peripheral bindings, the USB recovery state, and whether a reading is real or unknown, which is most of the diagnosis.
  4. What you did and what happened — the request you sent and what came out of the printer, if anything.

For an order, a return, or a warranty claim, the order reference is enough — and if you have an account, ask from your account so we can see the order. See also returns and warranty.

Mixed content

Where to ask

This page is served over https, and a browser will not let an https page read a device on your local network — that's mixed-content blocking, not a choice we made. So this page never touches your node, no matter what you paste below. The node's own page can, because the node serves it: open it and ask from its Support tab for state attached automatically. Off that network entirely — you're at home, the node's at the restaurant — paste its /status output here instead. That's not a fallback; it's the one thing this page can do that the node's own page can't.

Two ways to get an answer about a node specifically, not printers in general:

  1. Open the node's own page and use its Support tab — it attaches live state automatically.
  2. Paste its /status output below.
Paste a node's status
curl -s http://proxynodes-7f3a.local/status
Open http://proxynodes-7f3a.local/status in a new tab

Describe the problem — “my printer won't print” is a fine start.