Overview

If your cash drawer is not opening, follow the troubleshooting steps below (depending on if the drawer is connected to an Ethernet printer or Bluetooth printer).

Troubleshooting for Drawer Connected to Ethernet Printer

1. Make sure your receipt printer is on and fully set up. For more info, please see https://bizsupport.bizsupport.link/portal/en/kb/poshelp/hardware/printers
2. Make sure your cash drawer's RJ12 cable is correctly plugged into the printer and in the correct port (you should hear a click) - If APG drawer, the cable should go into the 6 pin cash drawer port. If RetailTime drawer, the cable should go into the 4 PIN cash drawer port. 
3. Log in to POS and in the left navigation menu, tap on Settings--->Cash Drawer.
4. Even if your drawer is already displayed and selected, tap Search for cash drawer on the top right and then select the box next to the printer you are using with the drawer once displayed. 
5. Tap Test. If the drawer did not open and you are using a Windows PC, proceed to step 6. If the drawer did not open and you are not using a Windows PC, proceed to step 8.
6. If using a Windows PC, uninstall the driver of the printer connected to the cash drawer and then reinstall it. For instructions, please see https://bizsupport.bizsupport.link/portal/en/kb/articles/installing-driver-for-windows-printers-24-12-2021
7. Repeat steps 3-5. If the drawer still does not open, proceed to step 8. 
8. Power down the router and then power it on again.
9. Once the router is back on, power down the printer and then power it on again.
10. Once the printer is back on, power down the POS device and then power it on again.
11. Repeat steps 3-5. 

• If the drawer is still not opening, but the printer is printing, the RJ12 connector cable could be damaged and need to be replaced.
• If the drawer is not opening and the printer is not printing, it is likely that your router is damaged and needs to be repaired/replaced (this often occurs after power surges - for this reason, we recommend acquiring a surge protector).

Troubleshooting for Drawer Connected to BlueTooth Printer

1. Make sure your receipt printer is on and fully set up. For more info, please see https://bizsupport.bizsupport.link/portal/en/kb/poshelp/hardware/printers
2. Make sure your cash drawer's RJ12 cable is correctly plugged into the printer and in the correct port (you should hear a click).
3. Log in to POS and in the left navigation menu, tap on Settings--->Cash Drawer.
4. Even if your drawer is already displayed and selected, tap Search for cash drawer on the top right and then select the box next to the printer you are using with the drawer once displayed. 
5. Tap Test. If the drawer did not open and you are using a Windows PC, proceed to step 6. If the drawer did not open and you are not using a Windows PC, proceed to step 8.
6. If using a Windows PC, uninstall the driver of the printer connected to the cash drawer and then reinstall it. For instructions, please see https://bizsupport.bizsupport.link/portal/en/kb/articles/installing-driver-for-windows-printers-24-12-2021
7. Repeat steps 3-5. If the drawer still does not open, proceed to step 8. 

8. Remove the Bluetooth from being paired to your device by going to the native Settings app on the device and turning off Bluetooth. 

9. Hold down the Pair button on the back of the printer for 10 seconds until it starts blinking to unpair it. 

10. Go back to Settings on the device and turn Bluetooth back on.

11. Reboot the device. 

12. Once the device is back on, reboot the printer. It should automatically pair with the device. If it does, proceed to step 10. If it doesn't, the printer is likely broken.

13. Repeat steps 3-5.

14. If it prints after step 13, the cause of the issue is likely that the Bluetooth chip overheated. To prevent this from occurring in the future, turn the printer and device off each night after closing up. 

• If the drawer is still not opening, but the printer is printing, the RJ12 connector cable could be damaged and need to be replaced.