The printer on your Olea stand-alone kiosk can stop printing receipts for multiple reasons: the printer may need to be rebooted, the cable connections could be loose or need resetting, or the printer is no longer registered to our software.
Steps:
1. Make sure the printer has paper in it.
2. Print a test page.
a. From the kiosk computer go to Control Panel > Devices and Printers. You should see a kiosk profile labeled either as "Zebra TTP 2030", "Zebra KR403", or "Custom VKP80III".
b. Right-click on the printer profile and choose Printer Properties.
c. Click on the Print Test Page button.
d. If the printer does not print a test page, then follow the steps below to reboot the printer.
e. If the printer prints a test page, then it's possible the printer is no longer properly registered to our software. Email us at support@securegive.com or call us at 855-895-8951, and we'll be happy to fix that for you.
3. Printer Reboot
These steps force the printer to fully power cycle and freshly connect to the computer when it reboots.
a. Power down the computer from Windows.
b. Once the computer is completely powered off, unplug the kiosk from the wall for about one minute. Unplugging it will ensure that the printer fully loses power and has to fully reboot.
c. After about a minute, plug the kiosk back in.
d. If the computer does not automatically boot back up, manually boot it up.
e. Try to print another test page.
f. If you are able to print a test page, then launch the Kiosk application and do a $1 transaction to see if the printer prints a receipt. If a donation receipt does not print, then it's possible the printer is not registered to our software. Email us at support@securegive.com or call us at 855-895-8951, and we'll be glad to fix that for you.
g. If the printer still does not print, then follow the steps below to check cable connections.
4. Check Cable Connections
It’s possible that the cables connecting to the printer are loose or need to be reset.
a. Power down the computer and unplug the kiosk from the wall.
b. Locate the printer's USB and power cables that come down from the printer. Make sure the USB cable is firmly connected to the computer, and make sure the power cable is firmly connected to the power strip.
c. If there is a loose cable, then reconnect it, power on the kiosk, and print a test page.
d. If there are no loose cables, then disconnect the printer's USB cable from the computer and plug it into a different port. Then power on the kiosk and print a test page.
e. If none of the steps above work, then power down the kiosk from the wall and disconnect and reconnect ALL cables that are connected to the printer. Then power everything back on and test.
If the printer is still not working, then email us at support@securegive.com or call us at 855-895-8951, and we'll be glad to troubleshoot further.
5. Printer Printing Blank Receipts or Receipts With Lines On It
On a very rare occasion a printer will print blank receipts or receipts with lines on it. The first thing to check when the printer prints a black receipt is to find out how old the receipt paper is. If the paper is old, the ink inside of it may have dried up causing it to print a blank receipt. If a receipt has lines on it, then follow the steps above to reboot printer and check cable connections.