| Issue | Solution |
|---|
| How do I print a docket printer self-test? | - Turn the printer off.
- Hold down the Feed button, and while doing so switch the printer on. A test page will print.
- A successful docket printer self-test will print details of the printer settings such as the connection type and buffer level. Make a note of these details. If the self-test did not print or contained illegible text, the printer may be faulty. Consult your printer vendor.
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| The docket printer is not printing or is printing illegible text | - Make sure the printer is set up, and the Select to Print options are selected in the Settings tab of the Printing Options window. See the RetailManager user guide for more information on printing options.
- Make sure the printer is switched on, connected and has paper.
- Make sure the Use Docket Printer option is selected in the Docket Printer tab of the MYOB RetailManager Hardware window. See the RetailManager user guide for more information on setting up a docket printer.
- Make sure the 40 col option is selected in the Setup tab of the Printing Options window. See the RetailManager user guide for more information on printing options.
- Perform a printer self-test. If the self-test is OK, continue with the next step.
- Print a test page in Windows.
- If the test page contains illegible text, there may be a problem with the printer, the port it is connected to or the cable used to connect it.
- If the printer is connected via a serial (COM) port, make sure the port settings are correct:
- Go to the Setup menu and choose Hardware. The MYOB RetailManager Hardware window appears.
- Click the Docket Printer tab and then Settings. The Settings for Serial Cash Drawer window appears.
- Make sure the settings are correct. For information on the correct settings, see your printer documentation.
- Check the port settings in Windows Device Manager. Make sure you are using the cable supplied or recommended by your printer vendor.
- If the docket printer is still not printing or is printing illegible text, try connecting it to a different port with another cable, or try connecting it to another computer.
- Test various buffer sizes in the Docket Printer tab of the MYOB RetailManager Hardware window.
- Refresh the Printing and Hardware options.
If the printer still does not print successfully, it is likely to be faulty. Please consult your printer vendor.
Printer switch boxes Do not use a printer switch box, as most modern printers continuously send and receive data to the computer even when it is not printing. It is always best to install a second printer port. |
| Only part of the docket is printing | - Make sure you have selected the port that your docket printer is plugged into from the Port list in the Docket Printer tab of the MYOB RetailManager Hardware window.
- If you are printing to a docket printer connected to another computer, make sure you select the Generic/Text Only printer for that computer, and not your own Generic/Text Only printer. Select the printer from the Port list in the Docket Printer tab of the MYOB RetailManager Hardware window. For more information on sharing docket printers see the RetailManager user guide.
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| The paper cutter is not functioning | - Make sure your docket printer has a paper cutter installed.
- Check that you have entered the correct settings for your paper cutter:
- Go to the Setup menu and choose Hardware. The MYOB RetailManager Hardware window appears.
- Click the Docket Printer tab.
- Make sure you have selected the correct printer model in the Model field.
- If not already selected, select the Activate option in the Paper Cutter section.
- Make sure you have entered the correct control codes in the Half Cut or Cut fields. These codes are required to activate the printer cutter. See the RetailManager user guide for more information on 'Control codes'.
- Make sure you have selected the appropriate cut option for your printer: Half Cut or Cut.
- Click Apply and then Test.
If your paper cutter still does not work, you may have entered the incorrect control codes for your printer. For the correct control codes, see your printer documentation. |
| The docket is cut before printing is complete or the full docket is not printing | - Go to the Setup menu and choose Hardware. The MYOB RetailManager Hardware window appears.
- Click the Docket Printer tab. Increase the number in the Lines to advance before cut field.
- Click Test.
- If the problem reoccurs, continue increasing the number until an adequate number of lines advance before the cut.
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| The docket is not printing in a second colour | - Make sure your docket printer supports second colour printing.
- Make sure you are using a double-colour ribbon in your printer.
- Go to the Setup menu and choose Hardware. The MYOB RetailManager Hardware window appears.
- Click the Docket Printer tab. Make sure you have entered the correct control code in the Second Colour On field. This code is required to activate second colour printing. See the RetailManager user guide for more information on 'Control codes'.
- Clear all text from the Second Colour Off field.
- Click Apply and then Test.
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| The entire docket is printing in red | You can try turning off second colour printing. Some printers require a Second Colour Off setting to do this. - Go to the Setup menu and choose Hardware. The MYOB RetailManager Hardware window appears.
- Click the Docket Printer tab. Make sure you have entered the correct control code in the Second Colour Off field. This code is required to deactivate second colour printing. See the RetailManager user guide for more information on 'Control codes'.
- Clear all text from the Second Colour On field.
- Click Apply and then Test.
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| The docket is not printing in double-width | - Go to the Setup menu and choose Hardware. The MYOB RetailManager Hardware window appears.
- Click the Docket Printer tab. Make sure you have entered the correct control code in the Double Width On field. See the RetailManager user guide for more information on 'Control codes'.
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| The docket is printing in double-width | Some printers require a Double Width Off setting to turn off double-width printing. - Go to the Setup menu and choose Hardware. The MYOB RetailManager Hardware window appears.
- Click the Docket Printer tab. Make sure you have entered the correct control code in the Double Width Off field. See the RetailManager user guide for more information on 'Control codes'.
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| The last few characters on a line print onto a new line of the docket | This may be because the buffer size has been set incorrectly. Check your printer documentation or print a printer self-test to find out the correct buffer size for your printer. If this information is unavailable, you can increase the buffer size by trial and error. The default buffer size setting of 4 will work for most printers, but it can be set to any number between 1 and 99. - Go to the Setup menu and choose Hardware. The MYOB RetailManager Hardware window appears.
- Click the Docket Printer tab. Increase the value in the Buffer Size field and click Test. If you are using a serial (COM) port docket printer, the error may be due to incorrect serial port settings.
- To check these settings, do the following:
- Simultaneously press the Windows and Pause keys on your keyboard (the Windows key is between the Ctrl and Alt keys). The System window appears.
- Click Device Manager (from the left pane of the window). The Device Manager window appears.
- Click Ports (COM & LPT), right-click the port that you want to check the settings for and choose Properties. The Communications Port (COMx) Properties window appears.
- Click the Port Settings tab and make sure the port settings match the settings listed in your printer documentation or printer self-test, then click OK.
- Retest the printer in RetailManager.
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| My company name prints in a large font. How can I print it in a small font? | This is because the Double Width option has been selected. To switch Double Width off:- Go to the Setup menu and choose Hardware. The MYOB RetailManager Hardware window appears.
- Click the Docket Printer tab. Make sure you have entered the correct control code in the Double Width Off field. This code is required to deactivate double width printing.
- Clear all text from the Double Width On field.
- Click Apply and then Test.
To switch Double Width On:- Go to the Setup menu and choose Hardware. The MYOB RetailManager Hardware window appears.
- Click the Docket Printer tab. Check that you have entered the correct control code in the Double Width On field. This code is required to activate double width printing.
- Clear all text from the Double Width Off field.
- Click Apply and then Test.
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| My printer responds to a test in the Hardware options, but will not print a sales docket | This may be because either the Hardware or the Printing options have not been applied by RetailManager. Often, if you refresh the settings, the printer will work.- Switch the printer off and then on again.
- Close and then restart RetailManager.
- Restart your computer.
- In RetailManager, go to the Setup menu and choose Hardware. The MYOB RetailManager Hardware window appears.
- Click the Docket Printer tab, deselect the Use Docket Printer option and click Apply.
- Reselect the Use Docket Printer option and click Apply.
- Go to the Setup menu, choose Options and then Printing.
- Select the A4 option for Dockets and click Apply.
- Select the 40 col option for Dockets and click Apply again.
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| A docket prints for every sale. I only want to print a docket for selected sales | - Go to the Setup menu and choose Options. The Options window appears.
- Choose Printing and then click the Settings tab.
- In the Select to Print field, deselect the Sales Dockets option. This will prevent dockets from printing for sales.
To print a sales docket for selected sales when the Sales Dockets option is deselected, reprint the last sale. To do this, go to the Tools menu, choose Reprint and then choose Last Sales Docket. |
| Only the first part of the sales docket is printing. It stops after a certain amount of characters are printed | This may be because the buffer size has been set incorrectly. Check your printer documentation or print a printer self-test to find out the correct buffer size for your printer. If this information is unavailable, you can increase the buffer size by trial and error. The default buffer size setting of 4 will work for most printers, but it can be set to any number between 1 and 99. - Go to the Setup menu and choose Hardware. The MYOB RetailManager Hardware window appears.
- Click the Docket Printer tab. Increase the value in the Buffer Size field and click Test. If you are using a serial (COM) port docket printer, the error may be due to incorrect serial port settings.
- To check these settings, do the following:
- Simultaneously press the Windows and Pause keys on your keyboard (the Windows key is between the Ctrl and Alt keys). The System window appears.
- Click Device Manager (from the left pane of the window). The Device Manager window appears.
- Click Ports (COM & LPT), right-click the port that you want to check the settings for and choose Properties. The Communications Port (COMx) Properties window appears.
- Click the Port Settings tab and make sure the port settings match the settings listed in your printer documentation or printer self-test, then click OK.
- Retest the printer in RetailManager.
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| What is the width of the printer paper roll? | RetailManager is set up to print to docket printers that use paper rolls 80mm wide. If your docket printer uses paper rolls of another width, dockets printed by RetailManager may not be aligned correctly. |
| Each time I print, the printer error light appears | Do a printer self-test. If the error light still appears, the width of the paper roll you are using may be too narrow for the printer (less than 80ml). If you received a small plastic stopper with the purchase of your printer, place the stopper between the paper roll and the side of printer. |
| Why does the Paper Out light appear before the paper roll is finished? | As a precaution, some paper is left unused at the end of each roll. This prevents damage to the printer rollers. |
| My Posiflex PP 7000 USB thermal docket printer does not work in RetailManager | Check that you have entered the correct settings for your docket printer. - Go to the Setup menu and choose Hardware. The MYOB RetailManager Hardware window appears.
- Click the Docket Printer tab. Make sure you have selected Posiflex PP - 7000 in the Model field.
- Make sure you have selected the correct COM Port.
- Click Settings. The Settings for Serial Docket Printer window appears.
- Make sure you have selected the following settings:
 - Make sure the Windows port settings match those shown above.
- Simultaneously press the Windows and Pause keys on your keyboard (the Windows key is between the Ctrl and Alt keys). The System window appears.
- Click Device Manager (from the left pane of the window). The Device Manager window appears.
- Select Ports (COM & LPT), right-click the appropriate port and choose Properties. The Communications Port (COMx) Properties window appears.
- Click the Port Settings tab and make sure the port settings match those shown above.
- Make sure you have connected your printer properly.
- Perform a printer self-test.
- Turn your printer off and then on.
- Make sure you have plugged in your printer correctly.
- Check the Paper Out and Error lights on your printer.
- Install a generic text-only printer driver and print a test page.
- Connect your printer to another port.
- Remove any other printer drivers in Windows that are connected to that port.
- If your printer is still not working, try uninstalling and then reinstalling your printer and COM port from Windows Device Manager.
- Simultaneously press the Windows and Pause keys on your keyboard (the Windows key is between the Ctrl and Alt keys). The System window appears.
- Click Device Manager (from the left pane of the window). The Device Manager window appears.
- Select Ports (COM & LPT), right-click the appropriate port and choose Properties. The Communications Port (COMx) Properties window appears.
- Click the Port Settings tab and make sure the port settings are correct.
- To uninstall your printer, select Ports (COM & LPT), single-click Posiflex PP - 7000IIUSB Thermal Printer and click Delete. Click OK to confirm the removal.
- To uninstall the COM port, select Universal Serial Bus controllers, single-click USB High Speed Serial Converter and click Delete. Click OK to confirm the removal.
- Once the components have been removed, unplug your printer from your computer, restart your computer and plug your printer back in.
- Reinstall your printer and COM port. See the RetailManager user guide for information on setting up a docket printer and installing a USB device (Australia | New Zealand).
- If the hardware is not installed correctly, the Found New Hardware window may appear in the system tray with the following message: A problem occurred during hardware installation. Your new hardware might not work properly. Unplug your printer, restart your computer and then restart the installation.
- The next COM port number not currently in use by Windows or assigned to another device will automatically be assigned to your printer by Windows.
- When your printer is switched off or unplugged, it will not appear as an active COM port through Device Manager or RetailManager.
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| Error: Docket Printer (40 Column) is not set - please check your Hardware | This error occurs if the 40 col option is selected in the Setup view of the Options window, but the Use Docket Printer option is not selected in the Docket Printer tab of the MYOB RetailManager Hardware window. See the RetailManager user guide for information on setting up a docket printer. |
