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Basic Printer Troubleshooting

  1. Make sure the printer is plugged into a live outlet. If it is plugged into a surge or protector, make sure it is on. Also, make sure that the printer is turned on and there are no error lights lit.
  2. Print a Test Page by holding down the FEED button on the printer while turning the power on.
  3. Verify if the printer prints a Welcome Chit. If it prints, skip to step 10.
    Serial Printers:
  4. Make sure that the printer is connected to the printer port.
    Note: Swap printers + cable with known working printer if this printer was previously working.
    For Ethernet printer make sure the printer is online,
    Launch Command Prompt
    Enter ping (enter the ip address for the device)
  5. Make sure you have the right cable and that the cable is good.
  6. Verify your settings if its correct (BOH – Setup – Hardware Devices):
    a. PORT
    b. Terminal
    c. Normal Command
    d. Wide Command
    e. Red Command
    f. Exit Command
    g. Drawer 1
  7. Verify dip switches. We normally run at 9600,N,8,1 or 12800,N,8,1 on Serial printers
  8. Be sure the paper is installed correctly and there is enough of it.
  9. Test the COM port the printer is on by going into DOS and redirecting some output to it – example: DIR >COM1
  10. Check Control Printers from the manager menu on FOH to make sure the printer is not redirected.
  11. Check printer setup, printer types and printer routing in Backoffice and verify they are correct.

Other troubleshooting steps:
Pick another ethernet kitchen printer that is working. Go into Setup-Hardware devices and change the IP Address of the printer that is not working to the IP of a printer that is working. Restart the orderserver.

If 2 chits print on the printer that was working, then the onePOS setup is working correctly and there is a hardware problem.

If only 1 chit prints on the printer that was working, then there is a setup problem in Setup-Hardware devices.

This should help isolate where the problem lies.

Updated on October 13, 2021

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