Perform the following when receipt printer is not working:
- Check physical issues for the printer first. Do the following:
- Ensure the printer has power and a good connection through USB (connected on both ends) or Ethernet (verify connectivity light and data light on the back of the printer).
- Check if there is a paper jam or if paper is missing/run out.
- Confirm status lights.
- A working, ready printer should have a solid green/blue power light.
- A blinking/flashing orange light indicates a printer error.
- power cycle printer and re-verify.
- turn off the printer, while off press and hold the feed button and turn on the power while continuing to hold the feed button until a test print prints out (at this time you can release the feed button). *If this is a network printer, wait for an additional 20-30 seconds for a second network configuration to print out with the IP address, etc.
- Check to see if the card reader is working.
- If both the printer and the reader are offline, the USB adapter may be the issue.
- Ensure KDS application is signed in and printer is selected. Do the following:
- If the test print works through the KDS app but printing from the Tray app does not, it may be a staff configuration issue.
- verify in HQ that the staff/employee has permission to use that printer.
- If test print does not work and the printer entry has a white check mark, escalate to Tier 2.
- While signed in on KDS app, go to the printer list in settings.
- Confirm the printer entry has a white check mark.
- Tap the printer name to open its settings.
- Tap test to perform a test print.
- If the test print works through the KDS app but printing from the Tray app does not, it may be a staff configuration issue.
- Ensure the printer configuration is correct in the Tray software and on Tray HQ.
- The printer needs to be flagged as a ‘receipt’ printer (receipt checkbox)
- The model and connection type need to be correct.
- Navigate to HQ > Site > Staff > [staff account] edit > Receipt Printers
- NOTE: There are two printer related drop-downs for staff, receipt printer and assigned printer. The assigned printer field can only be set to one printer at a time, and is not relevant to this troubleshooting. The printer drop down with check boxes is the one you want to verify.
- The printer needs a profile in HQ under Hardware > Printers/Drawers.
- The printer must be assigned to the staff account in use.
- If the receipt printer has a drawer connected, but the logged in staff account does not have the drawer assigned, print behavior may not work correctly.
- (Observed cases where the prompts in the ‘order option’ dialog box would not print customer copies when a drawer was connected but not assigned. For example, Send and Print or Print Receipt)
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