Troubleshoot issues with your cash drawer.
General troubleshootings steps
- Make sure the drawer is unlocked, with the keyhole in a vertical position.
- If you can open the drawer with the key but it won't open automatically when you complete a sale, check the cable connection on the bottom of the drawer.
- Disconnect and reconnect the cable, pressing until you hear a click.
- Inspect the cable for any signs of damage and confirm the cable is connected to the port on the bottom of the receipt printer.
- Troubleshoot the receipt printer. If the receipt printer isn't connected to the Register, the cash drawer is also not connected to the Register.
Drawer doesn't close
- Make sure the drawer is unlocked, with the keyhole in a vertical position. The drawer won't close if the keyhole is in the locked (horizontal) position.
- See the next section and make sure that debris, coins, or bills are not blocking the inner drawer track.
Remove the till insert and inspect the opening mechanism
- Unlock and pull the cash drawer all the way out, then remove the plastic till insert.
- Inspect the interior for debris, damage, or stuck bills or coins.
- Replace the till insert and close the drawer.
- Try reopening the drawer with the key to test the opening mechanism.
If receipts print correctly, but the drawer won't open
- Verify the cash drawer is connected to the receipt printer (not to the computer) with an RJ-11 or RJ-12 cable. The cable should be connected to the DK port on the receipt printer.
- Inspect the condition of the cable to make sure it's not damaged. If only one drawer is affected, try swapping the cable from a drawer that does open automatically. If swapping the cable works, replace the cable that doesn't work.
- Dutchie's recommended receipt printers support cash drawer pass-through (automatic opening via the receipt printer). If you use a different receipt printer model, yours may not support this functionality.
If the above steps do not resolve the issue and your receipt printer is connected to a Windows device via PrintNode, try this:
- Click the Windows / Start Menu icon and open Settings.
- Click Bluetooth & devices, then select Printers & scanners.
- Select the receipt printer, then click Printer properties.
- Go to the Device Settings tab.
- Expand the Peripheral Unit 1 section.
- Next to Type, open the dropdown and select Cash Drawer.
- Next to Timing, open the dropdown and select one of the following:
- Document Top: Opens the cash drawer before each receipt prints
- Document Bottom: Opens the cash drawer after each receipt prints
- Click Apply to save the changes.
- To test, go to the General tab and click Print Test Page. This should print a test receipt and open the cash drawer.
- Click OK to close Printer Properties.
If the drawer does not open, repeat these steps but try configuring Peripheral Unit 2 instead of Peripheral Unit 1.
Optional auto-print and auto-open drawer settings
If you want the printer to automatically print receipts for each transaction, go to Settings > Devices, select a register, and enable Auto print receipts. This setting also automatically opens the cash drawer for cash transactions. This setting is register-specific.
To have the cash drawer open automatically for cash transactions without automatically printing receipts, go to Settings > Location and enable the Auto Pop Cash Drawer setting.