Troubleshooting Serial Receipt or Prep Printers

The serial interface is one of the most common interfaces in POS printing and is also one of the most reliable. If a printer is not working properly there are several things you can check prior to calling the helpdesk for assistance.

1. Check the Controlling Station

   • The Focus application must be running on the station controlling the printer.

     • If the station is off, turn it on and wait for the Focus application to start.

     • If the station is on however the Focus application is not running, double tap the Focus icon on the desktop to re-launch the software. NOTE: If the Focus application does not launch it may already be running in the background. Reboot the station to cleanly launch the Focus application.

2. Check Power

   • The printer should have a power indicator light that is on. If you do not see the light on try checking the power switch to ensure the printer is turned on.

   • If the printer is turned on but not receiving power, there may be a connection issue with the power cable. Power is connected to the printer via a power cord that plugs into the back of the printer. Typically this cord has a power pack at the end of it which a traditional PC power cable plugs in to provide power from the wall outlet. Check each point of the two cables and even unplug then plug in each end to ensure there is a proper connection.

   • If all connections are secure however the printer is still not turning on double check the power outlet. If the breaker has tripped or the outlet is bad the printer will not get power. You can typically test this by plugging in a different device even something as simple as a phone charger.

     • NOTE: If using a battery backup, surge protection or power strip please try plugging the printer directly into the wall to see if the device in between the power connection is blocking power to the printer.

   • If the printer is still unable to receive power, attempt to swap a power pack from a different printer if you can. This will help determine if the issue is with the printer itself or the power supply.

     • A failed printer would require field service replacement.

     • A failed power pack/supply is not covered under warranty as they typically fail due to power issues. You may contact the helpdesk to request information about ordering a replacement.

3. Error Lights

   • An error light can indicate a cutter/paper jam or mechanical error. Most are typically cleared with a power cycle (turn off/on) of the device.

4. Feed Paper

   • If a printer is functioning normally you should be able to feed paper using the feed button located on the printer.

     • If you are unable to feed paper, power cycle (turn off/on) the printer and try again.

   • If the printer still does not feed paper, the cutter may be jammed. Depending on the type of printer there is a cutter release.

     • Epson T-20

       • When a paper jam occurs, never pull out the paper forcibly. Open the roll paper cover and remove the jammed paper. CAUTION: Do not touch the thermal head, because it can be very hot after printing. If the roll paper cover does not open, follow the steps below.

         • Turn off the printer.

         • Put the fingers in the indents in both sides of the cutter cover, and slide it toward the arrow in the illustration below to remove it.

         • Turn the knob until you see a triangle in the opening. This returns the cutter blade to the normal position. See the operating instructions on the back of the cutter cover.

         • Install the cutter cover.

         • Open the roll paper cover and remove the jammed paper.

     • Aures ODP

       • When the paper is jammed from cutter, the top cover might be stuck as well. In this case, repeat power cycle (turn on/off) several times. If the top cover is still stuck, please follow the steps to release the jam.

         • Make sure the printer is turned off.

         • Plug a screwdriver into the hole on the right side of the printer next to where it says JAM on the cover-open button. Then turn screwdriver to either direction until paper is released from the cutter.

   • Once the jam is cleared, use the feed button to ensure paper will now move through the printer normally. You will want to follow this with printing a receipt or chit to ensure the cutter is working normally.

5. Self Test

   • All printers have a self test mode that usually has two phases. This allows you to test all printing functions.

     • Turn the printer off.

     • Continuously hold down the feed button while turning the power back on.

     • Once the printer starts to print you may release the feed button. You will notice while the printer is in self test mode the Error light will typically be on.

     • The first section of the print test will display settings information about the printer. Press the feed button once to continue the self test with a character test.

       • To bypass the character test you can power cycle (turn off/on) the printer.

   • If a printer is unable to self test it most likely is experiencing a mechanical problem and will need to be sent to a repair center.

6. Check Adapter & Cables

   • Serial printers receive data directly from a station through a serial cable or Cat5 cable with DB9/DB25 adapters.

   • If a printer is able to self test normally however is not printing, the issue is typically with the connection.

     • Reseat (unplug/plug in) all cables and adapters.

     • If reseating the cables does not help, replace the serial cable or Cat5 cable.

     • If using adapters and replacing the cable does not resolve the issue, try replacing the adapters with those from another printer or spare.

Please note the troubleshooting steps you have already taken to the helpdesk technician you speak to. They may have to attempt some of them an additional time for confirmation or recommend field service replacement.