Troubleshoot Your Receipt Printer
Print FAQs | Help & Support Overview
Use the procedure below to troubleshoot your receipt printer or use the Hardware Troubleshooter, available from the Help menu.
My 40-column receipt printer is not working. What could cause this?
Is your receipt printer on the Point of Sale compatible hardware list?
If YES, continue with the following steps.
If NO, has your printer worked with Point of Sale in the past? If it has, try the following steps to restore operation. If not, obtain and install a compatible printer.
Check the following printer conditions:
Is the printer plugged in and powered on?
Is the printer out of paper?
Is the printer cover open?
Are there error lights illuminated on the printer? Information and solutions for error light conditions are available for these printers: Star TSP 100, Star TSP 600, Epson TM-T88III, Epson TM-T88IV, Citizen CT-S300
If your printer isn't listed, consult the printer's user guide or contact the vendor for more information.
Is the receipt printer correctly installed and specified in workstation preferences?
Is your printer model on the Available Printers list? If not, choose Add Printer and install it now.
Is your printer model selected on the Documents & Printers page for printing receipts?
If not, change your selections to match your printer, and then select Print Test Page. Continue with the following steps if this doesn't fix the problem.
If using a USB printer, did you recently change the USB port into which you have it attached to your computer?
Changing the USB port for your printer causes Windows to install the printer a second time. Each installation of the printer is unique to the USB port into which it is attached. If this has happened, your Available Printers list will have a second instance of your printer named Copy of <model>.
You can either plug the printer back into the original port or, if leaving it in the new port, return to the Documents & Printers page of workstation preferences and select Copy of <model> as your receipt printer. If using a cash drawer with the receipt printer, also change your cash drawer setup to reflect the Copy of <model> receipt printer selection.
In general, it is recommended you always plug the receipt printer into the same USB port and delete the other instance of the printer from your Windows printer list.
If the steps above do not correct the problem, uninstall and reinstall the printer.
Open your Windows Printers and Faxes folder from the Windows Start menu or Control Panel.
Ensure there are no documents waiting to be printed by double-clicking your receipt printer name. If documents are pending, select Cancel All Documents from the Printer menu and then close the documents window.
If there are multiple copies of your receipt printer listed, do this for each.
Delete each occurrence of your printer by highlighting it and then selecting Delete from the File menu.
Reinstall your printer, following the instructions provided with it. Click here for instructions to install supported hardware you have purchased from Intuit.
Return to workstation preferences and select the new installation of your printer for sales receipts and, if applicable, for your cash drawer connection.