Troubleshooting Printers

Issue:

Printer is not printing ANYTHING. 
1. Ensure that the “error” light is not on the physical printer.

2. If no error light is on, navigate to Utilities > Restart Printer if you are a locally managed customer. If you are above store managed (using HungerRush HUB for configurations) it will be under Tools > Restart Printer. Please note that you may need to be logged into the Revadmin windows account for this to work 
 

3. If the printer is still not printing after doing this, verify the connection type. Trace the cable from the back of the printer to either the station, an ETHERNET port either in the wall or on your network switch. If the printer is plugged into your station, it is either connected via USB OR Serial Connection.

3a. If your printer is a Serial / USB connection type, ensure that the cable is fully secured into the station by removing it from its current slot (COM 1-4 or USB) and re-seating it (plugging the cable back into the same port if it is a COM-connected printer or any USB port).

3b. If your printer is connected via ETHERNET cable, ensure that the cable connector (RJ-45) is lit up on either end of the cable. The cable connector should be flashing any variation of green/yellow/red. If there are no lights lit up on the connector, the cable is the issue and will need to either be replaced or moved to a different port on your switch.

4. Attempt a self test. Shut off the printer entirely, then turn it back on WHILE holding down the feed button. If the printer is functional, it should print out a “self-test” page with configuration information. If this does not work. Attempt to feed a page through the printer by hitting the feed button. If nothing feeds and there is a new roll of paper in it, the issue is likely with the feed wheel on the printer and is not reparable in store.

4a. For ethernet-based printers, please take note of the IP address and Default Gateway. Neither of these fields should be blank or 0.0.0.0. If either of these fields is 0.0.0.0, it is likely an issue with the ethernet cable OR with the switch that it is connected to OR the wall port it is connected to (keystone jack).

Issue:

Merchant Copy is not printing.

1. If no error light is on the physical printer, navigate to Utilities > Restart Printer if you are a locally managed customer. If you are above store managed (using HungerRush HUB for configurations) it will be under Tools > Restart Printer. Please note that you may need to be logged into the Revadmin or owner windows account for this to work
2. If this does not work, restart the station.