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Troubleshooting Printer not printing or tickets not reaching the kitchen

Troubleshooting

Printer not printing or tickets not reaching the kitchen

Quick steps for when receipts don't print, kitchen tickets go missing, the KDS is empty, or the cash drawer won't open.

3 min read Updated 15 Nov 2026
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Don’t worry, the transaction is still saved. Failed prints go into a reprint queue, and the app shows a print failed notification. Work through the steps below, starting with the quickest.

Receipt doesn’t print#

  1. Check the printer itself. Is the light on? Is there paper, loaded with the thermal side facing the print head? Is the cover fully closed? The “Printer: paper out” indicator in the app’s top bar means a paper problem.
  2. Turn the printer off and on again. Wait 10 seconds.
  3. Check the connection for your printer type. Bluetooth: the printer and tablet are close together and the tablet’s Bluetooth is on. LAN / Wi-Fi: the printer and tablet are on the same network and the printer’s IP hasn’t changed. USB: the cable is firmly plugged in.
  4. Test from Back Office. Back OfficeDevices → Printers & drawer on that tablet → Test print. Tests only work while the tablet is online.
  5. Reprint the receipt. From the History tab on the tablet, open the bill and tap Reprint (it’s recorded as a COPY).
Test message Meaning Fix
The device is offline The tablet isn’t connected to the internet Connect the tablet and try again
Out of paper The roll ran out or was loaded wrong Replace the roll
The printer is not responding The power is off or the connection dropped Check power, cable, Bluetooth, or IP
This printer has no cash drawer connected The drawer isn’t enabled for this printer Turn on Cash drawer in the printer settings

Tickets don’t reach the kitchen or bar#

  1. Check routing. In Back OfficeKitchen stations, look at the items have no station section. Items listed there never create a ticket. Check their categories under the right station, then save.
  2. Check the station printer. The station card shows “Without a printer, this station’s tickets are not printed.” if no printer is selected. Select a printer and tap Test print.
  3. Check that the station is active. Inactive stations don’t receive tickets.
  4. Check the payment flow. With Pay first, tickets are sent only after the bill is paid. QR orders waiting for payment or staff confirmation haven’t reached the kitchen yet.
  5. Check custom items. A custom item with the No kitchen destination doesn’t create a ticket by design.

KDS screen is empty#

  • Make sure the KDS tablet is set to the right station: Back OfficeDevices → Edit → KDS station.
  • Make sure the station sends to KDS or Printer + KDS, and that its KDS screen is selected on the station card.
  • Make sure the KDS tablet is online. Tickets from the cashier tablet reach the KDS through the server, so both need internet.
  • Try the All stations filter on the KDS to confirm the ticket exists.

Cash drawer won’t open#

  • The drawer must be connected to the receipt printer with an RJ11 cable, and Cash drawer must be turned on in that printer’s settings.
  • The drawer opens automatically only for cash payments. To open it without a transaction, go to Shift & cash → Open drawer (this needs a supervisor PIN by default).
  • Test it with Test drawer in the printer settings.

Still having trouble? Contact us on WhatsApp from the Contact support button in Back Office. Your account and page details are sent automatically so we can help faster.

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