Issue: Restaurant states the cash drawer is not opening

 

Potential Issues:

1. The receipt printer is not powered on
2. The cash drawer is locked
3. A connection between the cash drawer and receipt printer is unplugged

 

Note: When you attempt to open the drawer, listen for a click coming from the cash drawer. If you hear the click but the drawer does not open. The cash drawer is locked.

 

Receipt Printer Not Powered

1. Locate the receipt printer for the terminal
2. Discover on the top of the printer the power LED light indicated by a power symbol
3. Validate this light is green/blue
4. If the light is not illuminated, look for the power switch located on the front of the printer
   1. Flip the power switch in the up position
5. If the power switch is already in the on position validate the printer is plugged in
   1. On the back of the printer locate the power cable
   2. Ensure the cable is fully seated into the printer
   3. Secondly, validate the printer is plugged into the wall/battery backup located under the terminal

 

Cash Drawer is Locked

1. Locate the keyhole on the front of the cash drawer that is not opening
2. Validate the keyhole is in the vertical position
3. If the keyhole is in the horizontal position this mean the drawer is locked
4. The store manager will have the key to unlock the drawer
    

 

Connection Between Receipt Printer & Drawer

 

Note: This issue is very rare and commonly not the issue.

 

1. Look for the drawer cable located on the back of the printer
2. Ensure this cable is fully seated into the port
3. Trace the cable from the printer to the bottom of the cash drawer
   1. This port is located on the underside of the cash drawer towards the back

CATION: When flipping over the cashdrawer do not drop the terminal

1. 2. Ensure the connection is fully seated into the port

 

NOTE: If the cash drawer is still not opening, please open a new Tech Ticket