Printer Not Printing
Symptoms
Order items display a clock icon in the right order panel
No ticket is printed
Items remain in a pending print state
The clock icon indicates that the order item was sent but has not been printed yet.
Common Causes & Checks
1. Printer Is Powered Off
Ensure the printer is switched on
Check that the power cable is connected
2. Printer Is Out of Paper or Paper Is Incorrectly Loaded
Verify that the printer has paper
Ensure the paper is loaded with the paper feeding from the top side
Incorrect paper orientation will block printing
3. Network Connectivity Issue
The POS device must be on the same network as the printer.
Check the following:
Verify the Wi-Fi network of the tablet
Ensure the tablet is connected to the same network as the printer
Check that the printer’s Ethernet cable is connected correctly
Ensure the Ethernet cable has not been unplugged or displaced
After Fixing the Issue
Once the problem is resolved, pending items should print automatically
The clock icon will be replaced by a printer icon once printing succeeds
Notes
A clock icon always indicates a printing delay, not a payment or order error
Printing issues do not cancel or remove order items
Cash Drawer Not Opening
Symptoms
Cash drawer does not open automatically after confirming a cash payment
Cash drawer does not open when pressing Open Register
Common Causes & Checks
1. Printer Issues (Most Common Cause)
The cash drawer is controlled by the printer, not directly by the POS device.
If the printer is not working, the cash drawer will not open.
Check the following printer-related issues:
Printer is powered on
Printer has paper and paper is correctly loaded
POS device is connected to the same network as the printer
Printer Ethernet cable is properly connected
Resolve any printer issue first.
2. Cash Drawer Is Locked
Ensure the cash drawer is not locked with its physical key
A locked drawer will not open even if the printer command is sent
3. Cash Drawer Cable Disconnected
Verify that the cash drawer cable is securely connected
The cable must be plugged into the printer’s DK port
Check that the cable has not been unplugged or loosened
4. Automatic Drawer Opening Not Enabled
Verify in the Admin Panel that automatic cash drawer opening is enabled
If disabled, the drawer will not open automatically after cash payments
After Fixing the Issue
Retry opening the drawer using Open Register
Confirm a cash payment to trigger automatic opening
The drawer should open immediately if all conditions are met