What to Do Before Calling Our Support Team, Step by Step
A printer issue during a transaction can be frustrating, but the problem can often be easy to fix. Before reaching out to our support team, follow these steps. You might be able to solve the problem in just a few minutes and avoid unnecessary downtime.
Check if the printer is powered on
This can be a common issue. Make sure:
- The power cable is securely plugged in.
- The power light is on or blinking, depending on the model.
- There haven’t been any recent power outages or surges.
Confirm the connection to the POS
The printer must be properly connected to your device:
- Is it connected via Bluetooth or Wi-Fi?
- If it’s Bluetooth, make sure it’s paired and not experiencing interference.
- If it’s Wi-Fi, ensure it’s on the same network as the POS.
Check the paper
A receipt can’t be printed if the paper is missing, incorrectly loaded, or has run out:
- Open the lid and check if there is enough paper.
- Make sure the thermal side of the paper faces the print head.
- Remove the roll and reload it properly if needed.
Look for paper jams
- Open the printer and check for any stuck paper.
- Carefully remove any fragments to avoid damaging the rollers.
Restart the printer
Turn the printer off, wait a few seconds, and turn it back on. This can fix minor communication or system errors.
- If you’re using Clover POS, restart it from the system settings, not just by turning it off.
Check the status from the POS
- Some POS systems display alerts when there’s a printer issue.
- If you can access the settings menu, check whether the printer is listed as “active” or “online.”
Still Not Printing?
If you’ve followed all these steps and your printer still isn’t working, it’s time to contact our support team.
At Dynamics Payments, we’re here to help!
