Receipt printer troubleshooting for the Dutchie Register terminal
This article applies to Dutchie POS.
This article applies only to hardware setups with USB connections to a Dutchie Register terminal device like the one below.
For PrintNode setups, see: PrintNode receipt and label printer troubleshooting.
General troubleshooting
- Confirm the printer is powered on and the blue LED is on.
- Reboot the receipt printer by disconnecting the power cable for 30 seconds, then reconnecting.
- Check the USB cable connecting the receipt printer to the Register terminal. Ensure the cable is securely connected to the receipt printer and inspect the cable for any signs of damage.
- If you're using the recommended local (USB) printer connection, try toggling the Use Local Receipt Printer off and then on again as described below.
Next, reboot the Register terminal:
- Ensure you are signed out of the register
- Press and hold the power button (left button on the back side of the register terminal monitor) until the reboot options appear.
- Release the power button once the Power Options Menu appears on the screen
- Select Reboot from the Power Options Menu
- Wait until the device completes the reboot process and returns to the POS login page
Receipts not printing
- From the main menu icon in the upper left, select Settings
- Select Receipt Printer.
- If you're using the recommended local (USB) printer connection, make sure the Use Local Receipt Printer setting is turned on. This doesn't apply if you're using a network (Ethernet) connection.
- Make sure the Receipt Printer is set to (Epson) TM-m30II-NT or (Star) mC-Print3.
- If no printer is assigned, tap the circular arrows button to refresh the printer connection.
- If refreshing doesn't make the printer appear in the dropdown, try toggling Use Local Receipt Printer off and then on again.
- If the receipt printer still won't connect, disconnect the USB cable connecting the printer to the Register terminal at both ends, then reconnect and repeat the above steps.
Paper jams and paper feed issues
- Check that the printer has paper and it is loaded properly. The paper feeds underneath the roll, not over the top. An illustration on the underside of the paper bay cover shows the correct roll orientation.
- Inspect the paper feed port for debris or blocking objects.
- Hold the feed button for 3 seconds to confirm the paper feeder is functioning.
Cover won't open
When the paper bay cover won't open using the lever, restart the printer by holding down the power button for 3 seconds.
Print jobs get stuck in queue on Star printer
Some versions of the Star receipt printer drivers are enabled with a default setting that causes print jobs to get stuck in the queue after the first print.
Clear jobs stuck in the queue
- On the local computer, navigate to System Settings > Printers & Scanners.
- Locate the Star Printer on the list of printers > manage.
- Open Print Queue.
- Click the three dots.
- Click Cancel All.
- Power cycle the receipt printer.
Enable driver setting to prevent stuck jobs
- On the local computer, navigate to System Settings > Printers & Scanners.
- Locate the Star Printer on the list of printers > manage.
- Go to Printer Properties.
- Navigate to “Star / Help” tab, and choose Configure Port.
- Enable the setting “Not monitor print end by each printer job” > ok.
- Run another test print.
- Repeat a test print to ensure the jobs are not getting stuck.
Bi-Directional Support Fix
- Open Print Management by pressing the Windows key + R, then type printmanagement.msc and hit the enter key.
- Right-click on the printer, and select Properties.
- Select the Ports tab.
- Uncheck Enable bidirectional support.