Follow

My receipt printer is not working, what do I do?

     The receipt printer is a very vital piece to daily business of your POS system. If the printer is not working, there are a few things you can to try to get it back online quickly. 

Firstly, we want to verify that the printer is configured correctly in all the areas necessary for RMS and NVPOS products. Listed below are steps to ensure your settings are correct:

  1. Check Store Operations - Manager:
    • Open and Log in to  Store Operations - Manager

    • Click 'File' | 'Configuration' on the menu bar

    • Click the 'Receipt Printer 1' tab

    • Match the 'OPOS device name:' field to the LDN from Step 1

     2. Check CustomerCentral:

    • Open and Log in to ProductControl

    • Highlight the product 'CustomerCentral' and click 'Run Application'

    • Match the 'OPOS Printer Name:' field to the LDN from Step 1

     3. Check OPOS:

    • Click Start -> All Programs -> OPOS -> SetupPOS

    • Click the [+] sign next to 'POSPrinter'
      - If there is no [+] sign, that means the printer is not installed. 

    • The name listed under POSPrinter is the LDN of your printer
      - The LDN name should be the same in all areas, if properly configured.

    • Right-click your receipt printer and select 'CheckHealth Interactive'
      If the option is grey and unable to be selected, that means your printer is not connected.
      - the receipt printer will be named after the model of the printer.

    • A receipt should print out, and your results will be displayed on the following window

Follow the appropriate steps listed below, corresponding to the results received from the preceding test:

  • 'CheckHealth Interactive' is successful and a receipt DOES print:
    •  Your printer is connected properly and the printer is eceiving the data being sent by your POS. If you are still unable to use the printer in any of the Store Operations programs, please reach out to our support team.

  • 'CheckHealth Interactive' is successful and a receipt does NOT print:
    •  Your printer is receiving the data being sent by your POS and the issue resides with the hardware components of the printer.
      • Ensure that thermal paper is placed properly in the machine
      • Ensure that thermal paper enclosure is locked into position
      • If the issue persists, please reach out to our support team.

  • 'CheckHealth Interactive' fails and a receipt does NOT print:
    •  The computer is unable to send data to the target printer. This could be a number of issues.
      • Ensure that the printer is configured correctly in OPOS
      • Check the physical connection from POS to printer
      • If the issue persists, please reach out to our support team.

If you are having issues where printing causes your POS to freeze or lock up, try changing your default printer to, ideally, a PDF or XPS printer.

Was this article helpful?
1 out of 1 found this helpful
Have more questions? Submit a request

Comments

Powered by Zendesk