OperatorManagerTroubleshooting

Printer and cash drawer set-up problems

Fix a printer that has never printed because it isn't fully set up, and a cash drawer that never opens because of the till's drawer settings.

2 min read

Set-up problems an operator or manager fixes on Printers and Tills. For a print missing in service, see Printing problems.

A printer never prints at all

The Printers page says why:

  • "Not paired - won't print until you pair it."
  • "No IP set - add the printer's address."
  • "No USB printer name set."
  • "Not tested yet - run a Test print to confirm it's reachable."

What to do: pair it, add the address or name, or run a Test Print. See Add a printer.

The cash drawer never opens

An electronic drawer opens by a "kick" through the till's cash drawer printer; with none set or reachable it stays shut (cash is still recorded). A failed kick is retried once, then dropped.

What to do: on Tills, check the till:

  • Cash drawer is Electronic (opens via printer) for a drawer cabled to a printer, or Manual cash box (no printer) for a box you open by hand (nothing to kick).
  • Cash drawer printer is set - "Which printer has the cash drawer connected? On a cash payment, this printer receives the drawer kick command."
  • The till shows Ready to take cash when Operating device assigned, Cash-drawer printer set and Cash-drawer printer reachable pass. A failing check says why (not paired, no IP address, offline or not tested yet).

With an electronic drawer, only the till's operating device can take cash. See Cash drawers.

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Related articles

  • Printing problems - On shift, fix a bill or docket that didn't print, a printer showing offline, a device that isn't picking up its prints, an odd station docket, and a cash drawer that won't open.
  • Add a printer - Add a network, USB or Bluetooth printer in Settings, pair it with the device it is attached to, set the paper width and run a test print.
  • Cash drawers - Set up a cash drawer that opens through your receipt printer, or a manual cash box, decide which devices can take cash, and check a till is ready to take cash.
  • The print queue - Read the print queue of jobs the cloud has queued for your printers, retry or clear failed jobs, and recover a printer that keeps failing.