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Solutions to common printer technical problems

Printer prints kitchen vouchers but does not print bills

If the printer prints kitchen vouchers, a test print, and a copy of the bills, but does not print the bills, make sure that the "digital" option for printing the receipt is not selected when the payment is completed. In this case, the account will be closed and stored in the system and on the server, but the receipt as such will not be printed. To print, just click on the "receipt" button instead of "digitally". 

Printer prints slow printer
If you have your printer paired with your tablet via Bluetooth, make sure that the printer is no more than 5 meters away from the tablet and that there are no obstacles between them. Try bringing the printer closer to the tablet to see if printing has improved.

If you have the printer connected with a USB cable directly to your 14 "or 15" box, make sure the USB cable is plugged into the socket labeled USB-OTG. In other USB jacks, the printer may not work properly and the printer may print choppy.


Printer prints weak/ interrupted/ wrong
If the printer prints faintly or intermittently and the receipt looks like it is running low on toner, you may need to service the printer. Our printers work on the principle of thermal printing (by the action of heat) and there is really no toner in them. Each printer has a certain lifespan, and the printhead needs to be replaced after using the printer for a long time.

If you need to service the printer, contact our customer support. Prepare a photo of the receipt to verify that this is indeed the case. We will lend you a replacement as long as your printer is in service.

If the printer does not print, the print is shifted, or there are other peculiarities, we will check with you to see what the problem is.



The printer does not emit any sound signal
Turn the printer over, open the cover, and make sure levers 2 and 4 are moved up. If lever 2 was down, slide it up and turn the printer off and on again to see if the printer beeps when printing an order.

If lever number 2 has been raised, try moving it down and up again, and then turn on the printer again to make sure it is working as intended.

USB bar printer does not print 
If the printer prints vouchers but does not print receipts, continue with the instructions here.

  • Make sure the USB cable is securely connected in both the printer and the tablet, and that the cable is connected properly. You can try disconnecting and reconnecting the cable.
  • Make sure the USB cable is connected to the USB-OTG socket on the tablet. The printer may not work properly in the other USB sockets.
  • It can also be a defective cable and therefore needs to be replaced / a new one purchased.

 

Printer is printing Chinese characters

If your printer is printing Chinese characters, it's likely that it has been accidentally switched to "Chinese mode." Switching it back to its original setting is quite simple:

  1. Turn off your printer and disconnect the charging cable.
  2. Press and hold the FEED and POWER buttons.
  3. Watch the indicator light on the printer, and when it changes from purple to blue, release both buttons.
  4. The printer will print the message "You selected ASCII mode."
  5. Now, your printer will print correctly.
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