The printer has stopped printing?
MyOrderBox POS does NOT communicate with any printer directly but through the Windows operating system itself.
The Windows Admin account password is required.
In order to troubleshoot any printer problems follow the steps below:
Windows 10 search box type Printers & Scanners
Click the printer you have a problem with and select
Open Print queue > Printer > Cancel all documents
Manage > Print a test page
Customer Receipt Printer > Set as default | (This is the only printer that should be default)
All other printers: > Close window
Return to the POS application
Things you may try are
Power Connection:
Ensure the printer is properly plugged into a power outlet and turned on, indicated with a green LED light.
Verify that the power cable is securely connected to the printer and the outlet.
Ensure that there is paper roll within the printer.
Data Connection:
Ethernet:
Check that the Ethernet cable is securely connected to both the printer and the network switch/router.
Ensure the network cable is not damaged.
USB:
Ensure the USB cable is securely connected to both the printer and the computer.
Try plugging the cable into a different USB port on the computer.
Power the printer off.
Press the FEED button while simultaneously turning on the printer.
The printer should print out the printer model version and network settings.
Take a picture of this receipt, make sure the top section which has the IP address is clearly visible, and send it to us at support@myorderboxhq.com
Network Configuration:
Ensure that the IP Address, Subnet Mask, and Gateway are correctly configured as per your network requirements, on the receipt. If they just show, as below, (NC/NE), which indicates that they are not configured. Please configure the network settings as per your network requirements.
Ping the Printer:
From a Terminal on the same network, open the command prompt.
Type ping [printer's IP address] and press Enter to check network connectivity.
Install the printer again
After troubleshooting If you are still unable to produce a test print and you require further assistance from MyOrderBox this can be arranged for an additional fee of £30. Please raise a ticket stating you require this extended support.
The Windows Admin account password is required.
In order to troubleshoot any printer problems follow the steps below:
Windows
Windows 10 search box type Printers & Scanners
Click the printer you have a problem with and select
Open Print queue > Printer > Cancel all documents
Manage > Print a test page
If it prints successfully
Customer Receipt Printer > Set as default | (This is the only printer that should be default)
All other printers: > Close window
Return to the POS application
If it still does not print
Things you may try are
Step 1: Check the Connections
Power Connection:
Ensure the printer is properly plugged into a power outlet and turned on, indicated with a green LED light.
Verify that the power cable is securely connected to the printer and the outlet.
Ensure that there is paper roll within the printer.
Data Connection:
Ethernet:
Check that the Ethernet cable is securely connected to both the printer and the network switch/router.
Ensure the network cable is not damaged.
USB:
Ensure the USB cable is securely connected to both the printer and the computer.
Try plugging the cable into a different USB port on the computer.
Step 2: Print a Self-Test Page
Power the printer off.
Press the FEED button while simultaneously turning on the printer.
The printer should print out the printer model version and network settings.
Take a picture of this receipt, make sure the top section which has the IP address is clearly visible, and send it to us at support@myorderboxhq.com
Step 3: Verify Network Settings (For Ethernet Connection)
Network Configuration:
Ensure that the IP Address, Subnet Mask, and Gateway are correctly configured as per your network requirements, on the receipt. If they just show, as below, (NC/NE), which indicates that they are not configured. Please configure the network settings as per your network requirements.
Ping the Printer:
From a Terminal on the same network, open the command prompt.
Type ping [printer's IP address] and press Enter to check network connectivity.
Install the printer again
After troubleshooting If you are still unable to produce a test print and you require further assistance from MyOrderBox this can be arranged for an additional fee of £30. Please raise a ticket stating you require this extended support.
Updated on: 06/08/2024
Thank you!