Common Printer Issues

Created by myAPPetite Support, Modified on Tue, 16 Aug, 2022 at 2:34 PM by myAPPetite Support

Firstly, always check the type of paper loaded in the printer. There are 2 different types of printer roll; Thermal & Paper. Loading the wrong type of paper into the printer will usually show a red ‘paper’ error light, this can also be caused by the paper being loaded into the printer the incorrect way. If the printer is displaying this error light then flip the paper over and try again. If the problem still persists, then attempt to do a test print (Refer to our other article for this) if the printer fails to do a test print then it's either the wrong type of paper, the paper is in the wrong way or a hardware fault with the printer.

If the printer has successfully completed a test print, the next step would be to check the connections on the printer. There will be 2 cables connected to the back, a serial lead that looks like this:

And a power supply that looks like this:

Make sure that both of these are firmly connected to the back of the printer, then follow the cables along to the back of the EPOS System and make sure that the other end of the serial lead is plugged into COM1 otherwise the printer will not work with your EPOS Software. Here is an image of a standard COM1 port for reference:

In some cases, your printer will have an extra cable included with it as the EPOS System will have a different connection. This is a 'fly lead' which will have 2 connections as pictured:

The connection circled in green is connected to the Serial cable coming from the printer, and the connection circled red plugs into the COM1 port on the EPOS System as pictured.

ICRTouch Configuration

For a receipt printer to function correctly with ICRTouch, it must be configured in:

Programming > All Prog > System Programming > Device Connection

In the Receipt Printer & Report Printer settings, both Ports need to be set as COM1. This is the port on the EPOS System that printers are commonly connected to, please double check that your printer is also connected to this. By pointing these 2 settings to COM1 you allow the printer to be able to communicate with the EPOS System to print receipts of orders and End of Day Reports.

After you've configured the printer in the Device Connection settings, you'll need to also set up the IO Parameter settings for your printer. Please be aware that these can vary depending on the make and model of the printer.

You'll need to set the Baud Rate inside of this configuration to be the same as your printer, you can find out what Baud Rate your printer uses by performing a test print (Please see our other guide) this will usually be located at the top of the test print:

After configuring your Baud Rate you'll then need to set your connected device to (25) Epson TM-T88. The reason for this is because most printers emulate the TM-T88, so this the universal setting that most printers use.

If ICRTouch is displaying the error message 'Error on Device Connected to COM *' then your receipt printer either isn't configured correctly on TouchPoint or it isn't connected to the terminal correctly.