Troubleshooting receipt printing & hardware

Hardware problems are usually one of a small number of causes. Work down the list before changing any settings.

Nothing prints at all

Check paper and the lid first — thermal printers stop silently when the lid is not properly latched. Then confirm the printer is powered, connected, and selected in Settings → Hardware. Print a self-test from the printer itself: if that fails, the problem is the printer, not SalesPoint360.

It prints on one device but not another

Each platform reaches the printer differently. Desktop prints to a USB printer through the native bridge; iOS and Android print to a paired Bluetooth printer through the app; a browser uses the system print dialog. A printer paired on one tablet is not automatically available on another.

The Print button seems to do nothing on mobile

Make sure you are on a current version of the app. Printing on mobile is routed to the paired Bluetooth printer rather than a browser print dialog, so if nothing happens, re-pair the printer in the device's Bluetooth settings and try again.

The receipt is cut off or the wrong width

Receipts are laid out for 80mm paper. If you are printing through a browser, set the paper size to 80mm and margins to none. For 58mm paper, set the printer's own width so it scales rather than clipping.

The cash drawer will not open

A drawer wired to the printer opens through the printer, so if printing is broken the drawer will not fire either — fix printing first. Confirm the kick cable is in the printer's drawer port (it looks like a phone socket, and is not a network port). A manual open from cash management is a quick way to test.

The scanner types the wrong thing or does not submit

Most scanners act as keyboards. Two settings matter: the keyboard layout must match your region, and the scanner should send a carriage return after each code. Both are set by scanning the configuration barcodes in the scanner's manual.

A scan finds nothing

The barcode may not be on the product yet. Add it to the product or variant, or use quick-add from the failed-scan prompt. If one scan matches several products, you have a duplicate barcode to resolve.

The scale reads zero or the wrong unit

Check the product is marked sold by weight and that its weight unit matches what the scale is sending — a scale in grams against a product priced per kilogram is the usual culprit.

Note: your business can rename menu items (Settings → POS Configuration → Menu Labels), so the names in your menu may differ from those shown here.