Sail POS & Focus POS: A receipt or guest check printer isn't working - diagnose it by symptom

Summary. Walks through how to tell what's actually wrong with a receipt/guest check printer based on what the caller is seeing, since the fix - and whether it's even fixable remotely - depends heavily on the specific symptom.

Applies to. Sail POS & Focus POS - all current versions.

Before you start

• Confirm the printer has power and the cover is fully latched.
• Confirm there's paper loaded and it's not jammed or out.
• Know exactly what the receipt looks like when it does print (or if it prints at all) - that's what determines which fix applies below.

Symptom: Receipts are faded, streaky, or only partially legible

• This points to a hardware problem (usually a worn printhead) - it isn't something that can be resolved remotely.
• Workaround: temporarily assign a nearby working printer to that station.
  • Sail: On the terminal, go to Functions > Settings > Devices > Printer, and select a different working printer. See How to adjust Terminal Settings/Defaults.
  • Focus: Requires setup access - Wrench > Setup > Locations > Stations, select the station, and change the Check line port to a comport with a working printer connected. See Printer: Setup Guest Check Printer.
• This is a hardware ticket, not a settings fix - let the caller know a technician visit or printer replacement is likely needed.

Symptom: The printer isn't printing at all

• This points to a communication problem between the POS terminal and the printer, not the printer's hardware.
• Have the caller reseat the cable at both ends - at the printer, and at the terminal/station it's connected to.
• Have them try a test print after reseating before escalating further.

When you must call

If reseating the cable doesn't restore printing, or the printer is confirmed to be a hardware/legibility issue needing service.