Printer Problems

Step-by-step troubleshooting for thermal printer issues.

Printer Not Responding

1. Check power — Is the printer on? Look for the power indicator light
2. Check network cable — Is the Ethernet cable plugged in at both ends? Try a different cable
3. Ping the printer — From the POS server, run ping <printer-ip>. If it doesn't respond, the printer is not on the network
4. Check IP address — Print a self-test page (hold feed button while powering on) to verify the printer's current IP
5. Check port — The default ESC/POS port is 9100. Make sure this matches your POS printer settings

Printing Garbled Text

• Ensure the printer is configured for ESC/POS protocol (not PCL or other)
• Check that the correct paper width is set (80mm or 58mm)
• Try a test print from the POS settings to isolate the issue

Kitchen Tickets Going to Wrong Printer

• Review routing rules in Settings > Printers > Routing Rules
• Verify each printer's type is set correctly (Receipt, Kitchen, or Bar)
• Check that menu categories are mapped to the correct printer

Receipt Not Printing After Payment

• Check that a receipt printer is configured (type = "Receipt")
• Verify the printer is online with a test print
• Check the print queue in the POS dashboard for stuck jobs

Wi-Fi Printer Disconnecting

Wi-Fi printers can be unreliable in busy restaurant environments. We recommend:

• Use Ethernet connections wherever possible
• If using Wi-Fi, place the printer close to the access point
• Consider a dedicated Wi-Fi network for POS devices
• Set a static IP on the printer to avoid DHCP changes