PrintNode receipt and label printer troubleshooting

• General tips and information
• Test print to determine if you have a setup issue or a hardware issue
• Labels or receipts not printing/printer unresponsive
  • Start by verifying the printer ID(s)
  • Next, clear the print queue
  • If the problem persists, clear the printer spooler
  • If the spooler was stuck, disable bidirectional support
• Receipts printing with large amounts of white space
• “Error Printing Receipt: Printer Configuration Not Found”
• Labels or receipts printing twice
• Register drawer not opening when you complete a transaction

General tips and information

• If a printer is set up as the default for one computer, and then that computer goes to sleep, you won't be able to print from another computer to that printer.
• To auto-print labels, receipts or fulfillment tickets go to Settings > Devices > Registers, select a register, then set Auto print labels, Auto print receipts, or Auto print fulfillment ticket to Yes.
• In PrintNode, make sure Parallel Printing is enabled:

Test print to determine if you have a setup issue or a hardware issue

Printer issues may not be Dutchie POS-related and may be due to a fault in the hardware. So before you reach out to support, you should:

1. Run a test print from your computer by going to Devices and Printers from Windows Settings, selecting the printer, and Manage Print a Test Page. For Zebra label printers, see also: Zebra label printer troubleshooting for additional tips.
2. You likely have a hardware issue if you cannot print a test page and should reach out to the manufacturer of your printer:
   • Technical Support - for Star Micronics POS Technology | Star Micronics
   • Contact Technical Support & Repair | Zebra

Note that a "partially" printed test page is the same as being unable to print a test page and is still a hardware issue. If adjusting the page size in printer preferences does not resolve this, the hardware manufacturer can advise further.

Labels or receipts not printing/printer unresponsive

Start by verifying the printer ID(s)

1. Open PrintNode.
2. Navigate to the Printers tab in PrintNode.
3. Find the printer in question and take note of the printer's ID number.
4. Navigate to Settings Devices Printers in Dutchie POS, and enter the ID number into the search field.
5. If the ID number does not match, log in to PrintNode and Sync Printers.
6. Select the printer you found in step 4.
7. Rename your printer in Dutchie POS to something recognizable.
8. Visit Settings Devices Registers and assign the correct printer to the register in question.

Next, clear the print queue

1. Go to https://api.printnode.com/app/login and log in using your credentials from Backoffice Settings Devices Printers.
2. Clear out any pending print jobs.
3. Restart the computer running the print node client.
4. Restart the printer(s).
5. Try printing a receipt or label.

If the problem persists, clear the printer spooler

1. Press the Windows key + R, then type services.msc and press the Enter key.
2. Locate Printer Spooler and right-click to stop the service.
3. Press the Windows key + R, then type or paste %systemroot%\System32\spool\printers\ and press the Enter key to open the print jobs folder.
4. Select all the print jobs in the folder and delete them.
5. Return to services.msc and start the Printer Spooler.

If the spooler was stuck, disable bidirectional support

Windows 11:

1. Navigate to Settings > Bluetooth & devices.
2. Open Printer & Scanner Settings.
3. Select your printer from the list.
4. Select Printer properties.
5. Open the Ports tab
6. Uncheck the box for Enable bidirectional support.

Windows 10:

• Select Start > Settings > Devices > Printers and Scanners.
• Select your printer name and then the Manage button.
• Select Printer properties.
• Open the Ports tab
• Uncheck the box for Enable bidirectional support.

Receipts printing with large amounts of white space

Your receipt printer settings may be incorrect. Try the following:

1. With the receipt printer, try sending your print job with the following options set: {"fit_to_page": false, "rotate": 0}
   • Ensure that you are using Engine6 to print (this setting can be changed using the drop-down list in the Printers tab in PrintNode).
   • With the label printer, the default printer settings in the operating system may be set up to the incorrect paper size. Right-click your printer Devices & Printers Printing Preferences and confirm that the paper size is correct.

“Error Printing Receipt: Printer Configuration Not Found”

You may not have a default printer set up.

1. Go to Settings Devices Registers.
2. Select the register that will use this printer.
3. Select a Default label printer or Default receipt printer.
4. Click Save.

Labels or receipts printing twice

There may be more than one instance of PrintNode running. Open Task Manager and end any extra instances of PrintNode. You may also need to log out of individual Windows accounts and log in using one admin account.

Register drawer not opening when you complete a transaction

The device's settings may be incorrect.

1. On your computer, open Devices and Printers, then locate the receipt printer.
2. Right-click the printer and select Printer Properties.
3. Select the Device Settings tab and set the Peripheral Unit Type to Cash Drawer.
4. Set the Peripheral Unit 1 to Document Top.