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<html>
<head>
<meta http-equiv="Content-Type" content="text/html; charset=windows-1252">
<meta name="generator" content="Adobe RoboHelp 2019">
<title>Troubleshoot Your Cash Drawer</title>
<link rel="StyleSheet" href="../qbpos.css" type="text/css">
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<p class="Help-Heading-1" style="background-color: #008000;">Troubleshoot Your Cash Drawer</p>
<p class="Help-Text"><a href="../qbpos_equipment/equip_cashdrawerlist.htm">Compatible Cash Drawers</a> <span style="color: #c0c0c0;">|</span> <a href="hsoverview.htm">Help &amp; Support Overview</a></p>
<p class="Help-Info-Line">My cash drawer will not open. What could cause this?</p>
<p class="Help-Text">Use the procedure below to troubleshoot your cash drawer, or use the <a href="help_hdwr_trblshooter.htm">Hardware Troubleshooter</a> wizard , available from the Help menu.</p>
<p class="Help-Text">To function in Point of sale, a cash drawer must be connected through a working 40-column receipt printer.</p>
<ol>
<li class="p-Help-Steps">
<p class="Help-Steps">Are both your cash drawer and receipt printer on the Point of Sale <a href="../qbpos_equipment/compatible_equipment.htm">compatible hardware</a> list?</p>
</li>
</ol>
<p class="Help-Note" style="margin-left: 27px;"><span class="hcp1">Note</span>:The M-S Cash Drawer formerly sold by Intuit works only with compatible Star receipt printers. <a href="javascript:void(0);" id="a1" onmouseover="if (parseInt(navigator.appVersion) >= 4 &amp;&amp; typeof(BSPSPopupOnMouseOver) == 'function') BSPSPopupOnMouseOver(event);" class="BSSCPopup" onclick="BSSCPopup('../qbpos_equipment/equip_note_cashdrawer.htm');return false;">Learn more<img src="../image/yellow_up.gif" alt="Click to display a popup topic" title="Click to display a popup topic" style="border: none;" width="10" height="12" border="0"></a></p>
<ul>
<li class="p-Help-Nested-List">
<p class="Help-Nested-List">If YES, continue with the following steps.</p>
</li>
<li class="p-Help-Nested-List">
<p class="Help-Nested-List">If NO, has your cash drawer/printer worked with Point of Sale in the past? If it has, try the following steps to restore operation. If not, obtain and install compatible hardware.</p>
</li>
</ul>
<ol start="2">
<li class="p-Help-Steps">
<p class="Help-Steps">Are the cash drawer and printer cables connected tightly?</p>
</li>
</ol>
<p class="Help-Note" style="margin-left: 27px;"><span class="hcp1">Note</span>: Use only the manufacturer's cable included with the cash drawer for this connection. Using any other cable, including phone cords, may result in irreparable damage to your receipt printer.</p>
<ul>
<li class="p-Help-Nested-List">
<p class="Help-Nested-List">If YES, continue with the following steps.</p>
</li>
<li class="p-Help-Nested-List">
<p class="Help-Nested-List">If NO, correct the connections and then test the cash drawer again.</p>
</li>
</ul>
<ol start="3">
<li class="p-Help-Steps">
<p class="Help-Steps">Is the receipt printer printing normally? Try re-printing a saved receipt from your sales history to test.</p>
</li>
</ol>
<ul>
<li class="p-Help-Nested-List">
<p class="Help-Nested-List">If YES, continue with the next step.</p>
</li>
<li class="p-Help-Nested-List">
<p class="Help-Nested-List">If NO, <a href="help_trblsht_rcptprinter.htm">troubleshoot the printer</a> first. Fixing the printer operation will most likely correct the cash drawer issue as well.</p>
</li>
</ul>
<ol start="4">
<li class="p-Help-Steps">
<p class="Help-Steps">Does the receipt printer specified in your cash drawer setup exactly match the receipt printer specified for printing receipts in <a href="../qbpos_workstation_preferences/wsprefs01.htm">workstation preferences</a>?</p>
</li>
</ol>
<p class="Help-Text">&#160;</p>
<p class="Help-Indent"><font class="hcp2">Edit</font> <font face="Wingdings 3" class="hcp3"></font> <font class="hcp2">Preferences</font> <font face="Wingdings 3" class="hcp3"></font> <font class="hcp2">Workstation</font> <font face="Wingdings 3" class="hcp3"></font> <font class="hcp2">Cash Drawer</font>: Make sure the receipt printer specified here matches the one specified on your Documents &amp; Printers page for printing sales receipts.</p>
<p class="Help-Indent"><img src="../image/wspref_cashdrawer.gif" alt="image\wspref_cashdrawer.gif" title="image\wspref_cashdrawer.gif" width="351" height="112" border="0"></p>
<p class="Help-Indent" style="font-weight: bold;">Edit <font face="Wingdings 3" class="hcp4"></font> Preferences <font face="Wingdings 3" class="hcp4"></font> Workstation <font face="Wingdings 3" class="hcp4"></font> Documents &amp; Printers</p>
<p class="Help-Indent"><img src="../image/wsprefs_printoptions.gif" alt="image\wsprefs_printoptions.gif" title="image\wsprefs_printoptions.gif" width="351" height="65" border="0"></p>
<ul>
<li class="p-Help-Nested-List">
<p class="Help-Nested-List">If YES, continue with the next step.</p>
</li>
<li class="p-Help-Nested-List">
<p class="Help-Nested-List">If NO, change your selections to match your receipt printer, and then select the <span class="hcp1">Open Cash Drawer</span> button to test the operation. Continue with the following steps if necessary.</p>
</li>
</ul>
<ol start="5">
<li class="p-Help-Steps">
<p class="Help-Steps">Are your company <a href="../qbpos_company_preferences/sysprefs07.htm">sales preferences</a> set to open the cash drawer for the payment type you are taking?</p>
</li>
</ol>
<p class="Help-Text">&#160;</p>
<p class="Help-Indent"><img src="../image/cmppref_opencashdrawer.gif" alt="image\cmppref_opencashdrawer.gif" title="image\cmppref_opencashdrawer.gif" width="304" height="184" border="0"></p>
<p class="Help-Text" style="margin-top: 0; margin-bottom: 0;">&#160;</p>
<ol start="6">
<li class="p-Help-Steps">
<p class="Help-Steps">Is the cash drawer locked? Use your key to open it, if necessary.</p>
</li>
<li class="p-Help-Steps">
<p class="Help-Steps">Is something inside the cash drawer preventing it from opening? Try gently shaking the cash drawer to dislodge the obstruction.</p>
</li>
</ol>
<p class="Help-Main-Topic-Links" style="margin-top: 0; margin-bottom: 0;">&#160;</p>
<p class="Related-Topics">Related Topics</p>
<p class="Help-Main-Topic-Links"><a href="../qbpos_equipment/equipment_installing_valuline_cashdrawer.htm">Install the VAL-u Line cash drawer</a></p>
<p class="Help-Main-Topic-Links"><a href="../qbpos_equipment/equipment_install_mscashdrawer.htm">Install the M-S cash drawer</a></p>
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