The printer doesn't print
An escalating checklist for a receipt or kitchen printer that stays silent, from paper and power to the print queue, the device that drives the printer and station settings.
On this page
Every print in Verimly is stored as a job before it's sent, so a printer that's off doesn't lose your orders: the jobs wait and are retried. Fix the printer first, then retry what's waiting. Don't send the order to the kitchen again: that creates a second ticket and can double the work.
Quick fix
- Check there's paper, the paper is the right way round and the lid is fully closed.
- Check the printer is switched on and shows no error light.
- Switch the printer off and on again.
- On the till, go to More › Settings › Connections, tap the printer and choose Print test slip.
If the test slip prints, look under Queue on the same screen and choose Retry on any failed jobs.
Escalating checklist
1. Does the printer have power, paper and no error?
Look at the printer itself. A blinking or red light usually means no paper, an open lid or a paper jam. Thermal paper only prints on one side: if the slip comes out blank, turn the roll round.
2. Is the job waiting in the queue?
On the till, open More › Settings › Connections. The screen shows how many jobs are waiting or failed, for example "2 jobs failed to print."
- Queued: the job is waiting for the printer. It's tried again automatically while the printer is unreachable.
- Failed: Verimly stopped trying. Fix the printer, then choose Retry. Choose Cancel job for a ticket you no longer need.
If the queue is empty, the job was never made: see checks 6 and 7.
3. Is the network connection working? (network printers)
- Is the printer still connected to the network? Check the cable, or the printer's Wi-Fi light.
- Has the printer's IP address changed? A printer found by search is recognised again by its MAC address. A printer added with Enter address manually isn't: tap the printer and check its Address. A fixed IP address on the printer avoids this.
- Is the printer on the same network as the tills? Guest networks and networks with client isolation stop the tills from reaching it.
- Many printers print their network settings, including the IP address, when you hold the feed button while switching them on. Check the printer's manual.
4. Is the device that drives the printer on?
- A network printer is driven by one device at the location, shown under Printed by. If that device is off, another device at the location takes over within about a minute. To use the till you're holding, choose Print from this device.
- A USB or Bluetooth printer only prints while the till it's attached to is on and the Verimly POS app is open there. "Nothing prints while it is off." Check that till first.
- If Connections shows "USB/Bluetooth printing is unavailable on this terminal", this device can't drive that printer. Use a network printer.
5. Is it a Bluetooth printer?
Check Bluetooth is on for the tablet, the printer is switched on and close by, and no other device has taken the connection.
6. Is the printer set up for this job?
Tap the printer under Connections and check:
- Role: a Receipt printer prints receipts and bills; a Station printer prints kitchen and bar tickets.
- Station: a station printer only prints orders for its station. Without a station, it prints orders for products that have none.
- Print new orders automatically (station printer) or Print a receipt after payment (receipt printer): if off, the printer only prints when someone asks for it. The printer shows Auto-print off.
- Paper: 58 or 80 mm, matching the roll. A wrong width cuts off text.
7. Do the orders reach the station's printer?
In the back office, go to Settings › Prep stations and check:
- The products are linked to the right station.
- Where do orders go? includes a printer. With Screen only, tickets never print by themselves.
- With Screen, printer as backup, the printer only prints when the preparation station screen has been silent for 90 seconds, for orders nobody has touched for 3 minutes.
- A warning such as "Paper expected, but this station has no printer." means no station printer is set up for it.
On the till, "… did not receive the order" means a station had no screen and no printer when the order was sent. See Screens, printers or both and Orders don't reach the kitchen.
8. Is the cash drawer not opening?
The drawer opens through the receipt printer. Check its cable is in the printer's drawer port and Cash drawer attached is on for that printer. The printer must be working: test it with Print test slip.
Error codes
PRINTER_NOT_FOUND("Printer not found."): the printer was deleted, possibly on another till, while a job or a screen still referred to it. Reopen Connections to refresh the list, add the printer again if it's missing, and retry the job.
Reprint something
- A kitchen ticket: open the order and choose Reprint ticket.
- A receipt: open the paid order and choose Print receipt.
- A bill: in the order actions, choose Print bill.
Still not working?
Note the printer's make and model, how it's connected (network, USB or Bluetooth), the till name, and the time and order number of a missing print, then contact support. A photo of the printer's status lights or a test slip helps.