Use this article as a Budtender or Dispensary Manager to troubleshoot the Dutchie E-Commerce Order Terminal when the attached printer fails to print order receipts.
What is the issue?
When an order is confirmed, the expected online order ticket does not print from the printer. This stops the fulfillment workflow because the staff cannot attach order details to the customer's bag.
What’s causing the issue?
Printers often fail due to loose cable connections, being out of paper, or being connected to multiple devices simultaneously.
Note about Star Micronics TSP100 series receipt printers: The futurePRNT driver should be installed and kept up to date on any registers that use a TSP100 receipt printer. These printers have been discontinued by the manufacturer and Dutchie Support can offer only limited troubleshooting for these models. We recommend upgrading to one of these models.
How do I solve the issue?
- Confirm the printer is powered on and the status light is green.
- Open the printer door and verify the paper roll is loaded correctly (paper should feed over the top, not from underneath).
- Ensure the cable from the iPad is securely connected to the iPad USB port on the back of the printer.
- Navigate to Settings > Troubleshooting in the Dutchie app and select Print test receipt.
- If the test fails, unplug the power cord from the printer, wait 30 seconds, and plug it back in.
- Restart the Dutchie app to re-establish the hardware connection.
Commonly Asked Questions
- Why is my receipt printer not working?
- How do I set up my receipt printer?
- What printers are compatible with the order terminal?
- How do I change the text appearing on receipts?