Printer Troubleshooting Guide - Quick Reference

This document highlights some of the different issues which can occur during operations that might prevent orders from properly reaching the receipt and order printers.

*Note that this is not a hardware troubleshooting guide. 

Things to keep in mind when troubleshooting:

There are two types of printers for TRAY:

1. Receipt printers: These types of printers print a guest receipt that would be printed from the POS (e.g the ones you would get when you go to a restaurant)
2. Order printers: This is what prints in a kitchen or at a bar and tells the staff what food or other items need to be prepared

It is best practice to have each printer profile, regardless of type, only assigned to one device profile. You may experience issues if you assign multiple printers to a device

Receipt Printers

1. Check paper - Check that the paper is inserted correctly
2. Ensure the lid is closed properly
3. Press the feed button - Does the paper feed correctly
4. Check for error lights
5. Power cycle/reboot the printer
6. Reboot controlling terminal - This may be a POS, KDS, Handheld, or a Kiosk
7. Ensure KDS app is signed in
8. Ensure KDS app is in Online mode - On the KDS app, top right, you will see Online with a green dot
9. Call your designated help desk contact 

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Order Printers

1. Check paper - Check that the paper is inserted correctly
2. Ensure the lid is closed properly
3. Press the feed button - Does the paper feed correctly
4. Check for error lights
5. Power cycle/reboot the printer
6. Ensure the controlling terminal is powered on
7. Reboot controlling terminal - This may be a POS, KDS, Handheld, or a Kiosk
8. Ensure KDS app is signed in
9. Ensure KDS app is in Online mode - On the KDS app, top right, you will see Online with a green dot
10. Ensure you have the correct routing rule enabled for printer
11. Call your designated help desk contact 

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When using TRAY’s Offline Mode, the devices communicate over the local network instead of through the cloud. Sometimes a device or an app on a device can be stuck in offline mode even after coming back online

• If one of the apps is still in offline mode, toggle the whole system offline, and then immediately back online. This should retrigger the app back to the correct state
• If the entire device is not switching, it could be disconnected or somehow unable to communicate with the other devices. You should try toggling this device manually back into online mode and then troubleshooting the network to see if the devices are all visible on the TRAY Offline Dashboard