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Troubleshooting Guide: Not Receiving Items


Having trouble with your printer? Follow this guide to diagnose and resolve common connectivity and configuration issues. This article will walk you through a step-by-step process to ensure your printer is online and properly set up.

Table of Contents

Troubleshooting Manual for Not Receiving Items

Troubleshooting Manual for Not Receiving Items

Step 1: Checking Printer Online Status and Basic Connections

Is the red light blinking?

If Yes,
Ensure the paper roll is properly inserted and the cover is securely closed.
Check if the USB/Ethernet/RJ-11 cables are correctly connected.

If No,
Check if the printer is detectable in the Printer Advanced Settings.

Step 2: Printer Detectability and Basic Testing

Is the printer detectable?

If Yes,
Test functions like Default Receipt Printer, Fire Order, and Print Receipt.

If No,
Turn off the printer.
While holding down the feed button, turn the device on. Allow two sheets of paper to print.

Is there an IP detected on the second printout?

If Yes,
Proceed to test printing.

If No,
Retry the printer reboot.

If the second attempt still doesn't show an IP, there might be a local network connectivity issue on-site.

Step 3: Configuring Printer and Category Routing

Once the printer is online and detected,

Check if the product or category is correctly routed to the intended printer.

Using the Dashboard or POS app, access the Menu.

Select the subtab “Category” and examine the category-level printer.

Is the category routed to the expected printer?

If Yes,
Proceed to test printing.

If No,
Select the printer of your choice and apply the settings.

Test Print to confirm the configuration.


By following these troubleshooting steps, you can quickly identify and resolve printer connectivity and configuration issues. Ensuring your printer is online and properly set up is essential for efficient operations. If you encounter persistent problems despite attempting these steps, consider reaching out to technical support for further assistance.

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Updated on: 05/31/2024

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