Production docket printer troubleshooting (ROLLER Connect) – Help Center

This guide refers to troubleshooting issues if you're using ROLLER Connect to print dockets from ROLLER POS. If you're using production management, refer to the guides Get started with cloud printing for production management and Troubleshoot an unsuccessful test print from a print station.

There are a number of reasons why your production docket printer, such as a kitchen or cafe printer, may have stopped functioning or never worked to begin with.

The connections between your computer and printer may have been knocked loose or the wrong driver may have been installed upon initial setup.

Follow the steps below to check and fix difficulties printing production dockets through ROLLER POS.

If the production docket is printing but is going to the wrong printer, skip to Step 6.

1. Can you print a test page to your production docket printer?

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 production docket printer and select Manage.
Click Print a test page.

If you do not see your production docket printer listed here then you will first need to install the printer. Please call your IT/ technical support representative for assistance (not ROLLER support).

Did the production docket printer successfully print a test page?

Yes - then proceed to Step 3
No - continue onto Step 2

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 scenario's to check:

Out of paper - Open up your printer and check if there is paper.
Power - Is the printer's power status light illuminated? Does paper feed when you press the feed button?
Check cables (wired printers) - Make sure the cable from the printer is plugged directly into the computer and not a USB hub.
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Faulty drivers - Many printer issues are due to faulty or outdated drivers.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 production docket printer and automates the docket printing process.

How to check if ROLLER Connect is running

If ROLLER Connect is running you will see the ROLLER logo in your task tray in the bottom right corner of your screen. If ROLLER Connect is not running, please follow our guide to restart ROLLER Connect.
If ROLLER Connect is not running or POS can not 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, please follow our guide to restarting ROLLER Connect.

ROLLER Connect is now running - can you print a production docket 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.
Navigate to Settings > Device
Check that Print production dockets is set to Yes. If it isn't, switch it to Yes then scroll down and hit Save Settings.

The hardware & device settings are correct - does a production docket print 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.

The Windows print settings are correct - can you print a production docket from POS now?

No - then proceed to Step 6
Yes - great, roll on.

6. Check the printer name

The name of the production docket printer needs to match up exactly with what you entered in the configuration of the stock item.

Log in to Venue Manager and navigate to Products > Stock > All stock
Find the stock item which you wish to have a production docket print for and click Edit
Scroll down to the bottom of the stock configuration and check what the printer name has been set as under Enter a printer name where this stock item should be printed.
From the Windows search menu, search for Printers & scanners;
Click on your production docket printer in the list of printers and click Manage.
Click Printer properties
Check that the name matches what you have in the stock configuration, the name is case sensitive so you will need to ensure that they match exactly. If it doesn't match, edit the printer name within the Printer properties and click OK to save any changes.

The printer name is correct - can you print a production docket 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.