Receipt Printer Troubleshooting

Receipt Printer Troubleshooting

Overview

If your receipt printer is not printing, follow the troubleshooting steps below (for both Ethernet and Bluetooth printers).

 

Ethernet Receipt Printer Troubleshooting

If using an ethernet connected receipt printer, follow the steps below. 

1. Make sure your receipt printer is on and fully set up. 

2. Log in to POS and in the left navigation menu, tap on Settings--->Printer Setup.

3. If your printer is already displayed and selected, proceed to Step 4. If not, tap Search for printer on the top right and then select the box next to the printer you are using once displayed. 

Note: For kitchen receipts to print, you must select the Kitchen Receipt option in the Receipt tab of your Back Office Store Settings. 

4. Tap Print Test Page. If you hear something spinning in the receipt printer, the printer is not broken. In this case, proceed to step 5. If you do not hear any spinning coming from the printer, it is likely broken.

  • To be sure, turn off the device, wait 10 seconds, turn it back on, and then repeat steps 1-4. 

5. If using a Windows PC, uninstall the driver of the printer and then reinstall it. For instructions, please see https://bizsupport.bizsupport.link/portal/en/kb/articles/installing-driver-for-windows-printers-24-12-2021

6. Repeat steps 2-4. If the printer still does not print, proceed to step 7.

7. Power down the router and then power it on again.

8. Once the router is back on, power down the printer and then power it on again.

9. Once the printer is back on, power down the POS device and then power it on again.

10. Repeat steps 2-4. 

  • If the printer is still not printing paper, 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).

 

 Bluetooth Receipt Printer Troubleshooting

1. Make sure your receipt printer is on and fully set up. 

2. Log in to POS and in the left navigation menu, tap on Settings--->Printer Setup.

3. If your printer is already displayed and selected, proceed to Step 4. If not, tap Search for printer on the top right and then select the box next to the printer you are using once displayed. 

Note: For kitchen receipts to print, you must select the Kitchen Receipt option in the Receipt tab of your Back Office Store Settings. 

4. Tap Print Test Page. If you hear something spinning in the receipt printer, the printer is not broken. In this case, proceed to step 5. If you do not hear any spinning coming from the printer, it is likely broken.

5. If using a Windows PC, uninstall the driver of the printer and then reinstall it. For instructions, please see https://bizsupport.bizsupport.link/portal/en/kb/articles/installing-driver-for-windows-printers-24-12-2021

6. Repeat steps 2-4. If the printer still does not print, proceed to step 7. 

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

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

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

10. Reboot the device. 

11. 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.

12. Repeat steps 2-4.

13. If it prints after step 10, 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. 

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