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Troubleshooting printers

This article explains how to troubleshoot printers. 

Identifying the device

Determine which printer model do you have, you will need this info during the process. If unsure, check out Printers for an overview of all printer models.

Identifying the problem

Checking power

Turn the printer off and then on again. Is the Power LED on the printer on?

LED IS ON

LED IS OFF

For help locating the Power button and Power LED, check out the guide for each model: BTP-S80, ODP-333, BTP-R880NP, BTP-M300.

Printing the test page

Print the test page using Feed and Power buttons on the printer. Does the test page print correctly?

Yes, it does No, it doesn't

For help printing the test page, check out the guide for each model: BTP-S80, ODP-333, BTP-R880NP, BTP-M300.

Connection type

Take a look behind the printer. Which cables are connected to printer (except the power cable)?

Serial cable Ethernet cable USB cable

For help identifying the cables, check out the guide for each model: BTP-S80, ODP-333, BTP-R880NP, BTP-M300.

Troubleshooting

Power issues

If printer Power LED is off and/or Power Supply Unit (PSU) Power LED is off:

  • Printer is turned off - turn it on. 
  • Power Supply Unit (PSU) got disconnected - Make sure all power cables are connected tightly. 
  • Power Supply Unit (PSU) is malfunctioning or not powered - Check that Power LED on PSU is on.
  • No power in the power outlet - Try a different power plug.
  • There is a power outage - Check circuit breakers, take a look around if something else nearby is without power for clues as to what might be wrong. 
  • Printer Power Supply Unit (PSU) is malfunctioning -
    a) If possible, replace the PSU with an equivalent functional one. Make sure the replacement PSU has the same specified voltage (V) and same or higher amperage (A), more info on Printers.

Test page issues

No paper comes out

  • Try holding the Feed button to feed the paper.

If printer doesn't feed any paper, check the following:

  • Paper has run out - Replace paper
  • Incorrect paper type is used - Use correct paper type (thermal vs. regular)
  • Paper is placed incorrectly - Place the paper roll correctly.
  • For help with issues above, follow the guide for each model: BTP-S80, ODP-333, BTP-R880NP, BTP-M300.

If correct type of paper is placed correctly and printer still can't feed the paper, contact Trivec Support. 

Paper comes out empty

For BTP-S80, ODP-333 and BTP-R880NP (thermal) printers:

  • Incorrect paper type is used - Use correct paper type (thermal vs. regular)
  • Paper is placed incorrectly - Place the paper roll correctly.
  • For help with issues above, follow the guide for each model: BTP-S80, ODP-333, BTP-R880NP.

For BTP-M300 (impact) printer:

  • Incorrect paper type is used - Use correct paper type (thermal vs. regular)
  • Paper is placed incorrectly - Place the paper roll correctly.
  • Ink ribbon is placed incorrectly - Place it correctly,
  • Ink ribbon got entangled or ribbon snapped - Try straightening and tightening the ribbon or replacing it with a new one,
  • For help with issues above, follow the guide : BTP-M300.

Test ticket is printed with dashes and lines

If printer is BTP-M300 (impact):

  • There is an issue with power / PSU or Print needles are broken - Contact Trivec Support. 

Text is printed on only one half of the status page

If printer is Aures ODP-333:

  • One of the arms holding the lid down is broken - Contact Trivec Support. 

Printer prints strange symbols all over the paper

If printer is connected via COM cable: 

  • Serial COM cable is damaged - try replacing the cable. 

Connectivity issues - serial cable

A serial cable looks like this and is used to connect the printer directly with the POS device:

  • COM cable is missing/disconnected or hangs loosely - COM cables can get disconnected if they are not secured by tightening the screws. Reconnect or replace the cable from the printer to the POS com cable/interface. 
  • COM cable is damaged - Check the COM cable for damage, if damaged, try a new cable.

If none of the above helps, contact Trivec Support. 

Connectivity issues - Ethernet cable

An Ethernet cable looks like this and is used to connect the printer to the network:

If interface LED is off

  • Ethernet cable is missing/disconnected or hangs loosely - Ethernet cables can get disconnected if the peg securing the connector is broken off. Reconnect or replace the cable from the printer to the network plug/switch/router.
  • Ethernet cable is damaged - Check the Ethernet cable for damage, if damaged, try a new cable.
  • Network plug not operational - Try connecting the printer to a different network plug on the wall or to a different switch
  • Switch/Router is unpowered - Check power to switch/router
  • Switch/Router is hung - Restart/Repower switch/router (do not reset it to factory settings!)
  • Someone made changes in network setup - If there was any network maintenance done recently, consult with the person who did it. 

If none of the above helps, contact Trivec Support. 

If interface LED is on/flashing

  • Contact Trivec Support. 

Connectivity issues - USB

  • USB cable is missing/disconnected or hangs loosely - USB cables get disconnected easily. Reconnect or replace the cable from the printer to the POS com cable/interface.
  • USB cable is damaged - Check the USB cable for damage, if damaged, try a new cable.
  • USB port needs restarting - Disconnect and reconnect the USB cable on both ends and restart device
  • Windows needs restarting - Restart Windows on POS device

If none of the above helps, contact Trivec Support. 

 

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