Printer Not Working

When your printer stops working the first thing you should check is if it’s online in the Printing Center, this can be found on the till by going to Settings > Printing Center.

Under configured printers, you will be able to see if the printer is online. Tapping on print test will print a slip confirming the printer is online and working with the system.

(The printer will show as "Inactive" if it's offline).

If your printer is showing offline you will need to follow the next steps.

Before following the next steps make sure you have the same printer models.

TM-T20 (Receipt printer)/ TM-U220 (Kitchen printer):

Is the printer powered on and getting an internet connection?

Step 1: Make sure the green power light is on and the printer can feed paper (Press the feed button).

Step 2: Check the internet cable is connected into the printers Ethernet port and at the other end of the cable.

- When the cable is connected correctly the Ethernet port activity lights will flash green and orange (See below diagram).

Step 3: Make sure the printer is getting the correct IP Address (Follow the below feed test steps)

Feed Test:

TM-T20:

1. Turn the printer off
2. Hold down the feed button and power the printer back on
3. Release the feed button once the feed receipt starts printing
4. Once the feed test has printed press the feed button once again

TM-U220:

1. Make sure the printer is powered on
2. Hold the reset button on the back of the printer for 5 seconds
3. Release the feed button once the feed receipt starts printing
4. Once the feed test has printed press the feed button once again

On the feed test receipt, you will need to check the IP Address section, if it shows "Acquiring" is "Manual" and the IP address is 192.168.192.168 you will need to call the support desk to get the printer re-configured. 

Step 4: Swap the printer with another known working printer (Only swap the printer, not the cables) This will tell you if the printer is at fault or the cabling.

The printer is online but not printing.

Step 1: Make sure the printer can feed paper

Step 2: Check if the printer has any error lights, if it does follow the below steps.

1. Turn the printer off
2. Hold down the feed button and power the printer back on
3. Release the feed button once the feed receipt starts printing
4. Once the feed test has printed press the feed button once again

If after all these steps its still not working please contact the support team on 020 4505 3555.