A countertop printer can stop printing for multiple reasons: the printer may needs to be reset, the cable connections could be loose, or the printer is not tied to our software.
Steps:
1. Power Button | Printer Paper
As a first step make sure the printer has paper in it and the power button on top of the printer is turned on.
2. Print Test Page
a. From within Windows, go to Control Panel > Devices and Printers. You should see a printer profile labeled as something like "Epson 4.15".
b. Right-click on the printer profile and choose Printer Properties.
c. Click on the Print Test Page button.
d. If the printer prints a test page, then the printer is likely no longer registered with our software. Contact us at support@securegive.com, or call us at 855-895-8951, and we'll be able to fix that for you.
If the printer does not print a test page, then follow the steps below to reboot the printer.
3. Printer Reboot Steps
These steps force the printer to fully power cycle and freshly connect to the kiosk when it reboots.
a. Power down the kiosk from Windows.
b. Once the kiosk is completely powered off, unplug it from the wall for about a 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, and turn it on.
d. Launch the kiosk software and try to print a test page.
e. If a test page prints, then launch the Kiosk application and complete a $1 transaction to make sure that a receipt prints. If a receipt does not print, then it's possible the printer is no longer registered to our software. Contact us at support@securegive.com, or call us at 855-895-8951, and we'll fix that for you.
g. If the printer is still not printing, then follow the steps below to check cable connections.
4. Check Cable Connections
It’s possible that the cables connecting to the printer are be loose or need to be reset.
a. Power down the kiosk, and unplug it from the wall.
b. Tilt the monitor back and remove the panel underneath. (There is one screw holding it in place.)
c. Locate the printer's USB cable.
d. If the cable is loose, then reconnect it, power on the kiosk, and test.
e. If the cable isn't loose, then disconnect it and plug it into a different port. Then power on the kiosk and test.
f. If none of the steps above work, then power down the kiosk from the wall, remove the plastic case that covers the printer, and disconnect and reconnect ALL cables that are connected to the printer. There may be some screws that are holding the printer in place. If so, those will need to be removed so that the cables connecting to the underside of the printer can be accessed. Then power everything back on and test.
5. Printer Printing Blank Receipts or Receipts With Lines On It
On a rare occasion a printer will print blank receipts or receipts with lines on it. The first thing to check when receipts are blank is to find out how old the receipt paper is. If the paper is old and expired, the ink inside of it may have dried up causing it to print a blank receipt. You can purchase new printer paper from a local office supply store. Make sure the rolls are 3 1/8" (80mm) wide.
If a receipt has lines on it, then follow the steps above to reboot printer and check cable connections.