There can be several reasons why a printer is not working. Some causes and associated solutions are described below.
Printer 'offline'
It may happen that Windows thinks the printer is offline, even though it is turned on.
Solution
To start, we need to make sure the printer is turned on and connected to the cash register. Check this via PC Settings → Devices → Printers and Scanners. Check that the printer is turned on and connected to the cash register.
If Windows still says the printer is offline, try the following solutions:
- Turn the printer off and turn it back on.
- Pull the USB cable out of the cash register and plug it back in.
- Restart cash register/Windows.
- Sometimes it helps to set the printer as 'default printer'.
Printer name changed
Sometimes it can happen that when setting up the printer, or trying to troubleshoot problems, an 'extra' printer has been added to the computer. This often has a slightly different name, for example ending with 'copy 1'.
Solution
Start checking which printer is the right one by printing a test page from Windows.
The printing status can be checked in the printer's queue.
Once you have found the right printer, the wrong printer can be removed.
After the wrong printer has been removed, open the POS settings. Set up the correct receipt printer. Set the correct printer under the 'Printer' tab.
After each change in the printer tab, 'Save' must be clicked to retain the change. It is not possible to change multiple printers and then click save.
If nothing helps
Can't get the printer to work anymore? Or is the printer clearly broken for some other reason? Then look here: My ticket printer is broken, what now?