General Troubleshooting - Guest Receipt Printer

Printer Not Powering On

1. Most printers have a power indicator light located on the top of the printer that will illuminate in blue or green when the printer is receiving power and turned on.
2. Find the power switch for the printer and make sure it is turned on. The power switch is typically located on the front bottom right-hand corner of the printer.
3. Check the power cables. Some printers have a single standard power cord and others have a power cord with a power pack.
1. If your printer only has a single power cord, unplug it from the printer and the wall then reconnect.
2. If your printer has a standard power cord and power pack, disconnect the cable from the printer, power pack and wall then reconnect.
4. Verify the outlet, power strip or battery backup where the printer is plugged in does have live power. Try plugging in a different device to the same outlet or switching the printer to a different outlet.
5. If the printer still does not power on contact the Focus POS California Helpdesk Team for assistance.

Printer Has an Error Light

1. Power cycle the printer by turning the printer off and back on again. The power switch is typically located on the front bottom right-hand corner of the printer.
2. If the error light is still on after the power cycle, unplug the printer for 20 seconds to drain all power from the device. Power back on once the cable is reattached.
3. If there is still an error light on, open the paper door and pull out the paper roll to make sure there are no foreign objects in the printer. Replace the paper and close the lid.
4. Attempt a self-test by going through the following steps.
1. Turn off the printer.
2. Hold down the feed button.
3. With the feed button held down, turn the power back on.
4. Continue holding the feed button until the printer starts printing.
5. If the test print job does not come out after several attempts there is a mechanical issue with the printer.

Printer Does Not Feed

1. Is the printer turned on? Find the power switch for the printer and make sure it is turned on. The power switch is typically located on the front bottom right-hand corner of the printer.
2. Open the top door of the printer and verify there is paper.
3. Remove the roll of paper and verify there is not a spent paper roll still in the printer.
4. Verify the paper roll is feeding in the correct direction. Most printers will feed paper from the bottom so the roll must sit in the printer with paper feeding from underneath the roll. If you are not sure which way the paper should be loaded, your printer should display a diagram inside the top door.
5. Turn the power for the printer off for 10 seconds and then turn it back on again.
6. Sometimes the cutter can jam causing the paper to not feed. View instructions below on how to clear a cutter jam.

Printer Does Not Cut or Jams When Cutting

1. Turn off the printer.
2. Open the top door of the printer.
3. If you are unable to open the door, DO NOT force it open. Use the following instructions to reset the cutter.
1. Remove the cutter cover by sliding it towards you.
2. Turn the knob in the direction of the arrow until the triangle mark appears in the opening. (This returns the cutter blade to the standby position.)
3. Replace the cutter cover.
4. Remove the paper roll.
5. Make sure there are no foreign objects in the printer that could be causing the printer to jam.
6. Replace the printer roll and close the cover.
7. Turn the printer back on and press the feed button to verify paper comes out.
8. Print a few items to verify operation has returned to normal. If the printer continues to jam please contact the Focus POS California Helpdesk Team.