|| MyOrderBox POS does NOT communicate with any printer directly but through the Windows operating system itself. || The Windows Admin account password is required.
In order to troubleshoot any printer problems follow the steps below:
Windows
- Windows 10 search box type Printers & Scanners
- Click the printer you have a problem with and select
- Open Print queue > Printer > Cancel all documents
- Manage > Print a test page
If it prints successfully
- Customer Receipt Printer > Set as default | (This is the only printer that should be default)
- All other printers: > Close window
- Return to the POS application
If it still does not print
|| Things you may try are
Step 1: Check the Connections
- Power Connection:
- Ensure the printer is properly plugged into a power outlet and turned on, indicated with a green LED light.
- Verify that the power cable is securely connected to the printer and the outlet.
- Ensure that there is paper roll within the printer.
- Data Connection:
Ethernet:
- Check that the Ethernet cable is securely connected to both the printer and the network switch/router.
- Ensure the network cable is not damaged. USB:
- Ensure the USB cable is securely connected to both the printer and the computer.
- Try plugging the cable into a different USB port on the computer.
Step 2: Print a Self-Test Page
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Power the printer off.
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Press the FEED button while simultaneously turning on the printer.
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The printer should print out the printer model version and network settings.
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Take a picture of this receipt, make sure the top section which has the IP address is clearly visible, and send it to us at support@myorderboxhq.com
Step 3: Verify Network Settings (For Ethernet Connection)
Network Configuration:
Ensure that the IP Address, Subnet Mask, and Gateway are correctly configured as per your network requirements, on the receipt. If they just show, as below, (NC/NE), which indicates that they are not configured. Please configure the network settings as per your network requirements.
[Screenshot needed]
Ping the Printer:
From a Terminal on the same network, open the command prompt. Type ping [printer's IP address] and press Enter to check network connectivity.
- Install the printer again
|| After troubleshooting If you are still unable to produce a test print and you require further assistance from MyOrderBox this can be arranged for an additional fee of £30. Please raise a ticket stating you require this extended support.