This article refers to troubleshooting receipt printing when using ROLLER Connect to manage printing at your venue. When you're using production management, refer to this guide.
Follow the steps in this article if you're experiencing difficulties printing receipts through ROLLER POS.
1. Can you print a test page?
This will determine if the issue is with the printer or with the connection between ROLLER and the printer.
- From the Windows search menu, search for Printers & scanners.
- Right-click on your receipt printer and select Manage.
- Click Print a test page.
Did the receipt printer successfully print a test page?
2. Check your printer settings
If you are unable to print a test page, then the issue you are experiencing is a localized hardware issue that is not related to ROLLER. Please contact your venues IT/technical support representative to resolve this issue. Do not contact ROLLER support.
However below are some common scenarios to check:
- Out of paper - Open up your printer and check if there is paper.
- Power - Is the power status light illuminated? Does paper feed when you press the feed button?
- Printer not available - Check the cables connecting your printer to your POS.
- Restart - Often shutting down & restarting Windows can resolve the connection issue.
- Faulty drivers - Many printer issues are due to faulty or outdated drivers. Instructions on how to find the correct drivers for your printer are usually delivered with the printer. Otherwise, they can usually be found online if you search for your printer make and model. It is best to get help from your technical specialist before attempting to install any new drivers on your POS.
Can you print a test page now?
- Yes - then proceed to Step 3
- No - call your IT/ technical support representative to assist (not ROLLER support).
3. Is ROLLER Connect running?
ROLLER Connect is the service which connects ROLLER POS with your printer and automates the receipt printing process.
How to check if ROLLER Connect is running
- If ROLLER Connect Legacy is running, you will see the ROLLER logo in the bottom Windows task tray. If ROLLER Connect is not running, follow our guide to restart ROLLER Connect. Note that there is no task tray icon if using ROLLER Connect Windows Service.
- If ROLLER Connect Legacy or ROLLER Connect Windows Service is not running (POS can't connect with it), you will see a red banner across the top of your screen saying ROLLER Connect is offline like this:
If you see this banner and are using ROLLER Connect Legacy, follow our guide to restarting ROLLER Connect. If using ROLLER Connect Windows Service, contact the support team for assistance.
ROLLER Connect is now running - can you print a receipt from POS now?
- No - then proceed to Step 4
- Yes - great, roll on.
4. Check POS Hardware & Device settings
- In the bottom-left corner of POS click More
- Navigate to Settings > Hardware
- Check that Use ROLLER Print Service is set to Yes.
If it isn't, switch it to Yes and hit Save Settings. - If you want your receipts to print automatically after each transaction, navigate to Settings > Device
- Check that Auto print receipts is set to Yes. If it isn't, switch it to Yes and hit Save Settings.
The hardware & device settings are correct - can you print a receipt from POS now?
- No - then proceed to Step 5
- Yes - great, roll on.
5. Check Windows print settings
- From the Windows search menu, search for Printers & scanners;
- Under the list of printers, make sure the checkbox Allow Windows to manage my default printer is not ticked.
- Click on your receipt printer in the list of printers and click Manage.
- Click Set as default.
The Windows print settings are correct - can you print a receipt from POS now?
- No - then proceed to Step 6
- Yes - great, roll on.
6. Check Chrome print settings
- In the top right corner of Chrome click on More (3 dot button) and select Print to open the default printer settings.
- Ensure that the Destination is set to your receipt printer.
- Click on More settings and double-check the Paper size. Typically receipt printers use 72mm or 80mm roll paper although this is printer dependant.
- Optional - Sometimes the edge of the receipts are cut off by the printer margins or you may find that there is a lot of blank paper being printing at the end of the receipt. To avoid this, try setting the Margins to Minimum and then untick the Headers and footers option, however please note that these settings vary depending on your printer make and model.
The Chrome settings are correct - can you print a receipt from POS now?
- No - then proceed to Step 7
- Yes - great, roll on.
7. Contact ROLLER Support
After following all of the above steps, if you can print a test page but still can't print a receipt then please contact ROLLER Support.