RECEIPT PRINTER - Troubleshooting

Latest Update: 3/8/2011

Although the Receipt Printer has several steps for both the installation and configuration, once installed, it is a very stable, workhorse unit, and there are rare issues stemming from configuration.

Nonetheless, certain common problems have arisen, and this article will highlight these issues, and the quickest steps to resolving them:

Printer Settings are not "sticking", and have to be changed every time in order to print correctly. What's wrong?

This problem is common with Windows 7 workstation installations and configuration, and is usually caused by a missed step during the initial setup and configuration of the TSP Receipt Printer.

In order to remedy this issue, simply go back and follow Step 3 - Configure Installed Label Printer for Window 7 thoroughly, in the HWRP02 - Receipt Printers - Step-by-Step Configuration Guide.

If, after the above remediation steps have been taken and the issue persists, please contact MJ Freeway Technical Support, and we will be glad to assist.

Receipts are printing with "very small" text, and only fills 50% - 75% of the receipt paper. How do we get receipts to print normally again?

This problem is a common issue, often times manifesting itself shortly after the initial configuration of a receipt printer at a workstation.

It is caused by a primary setting in the Firefox Print Configuration, commonly known as "Shrink to Fit Page", which allows the browser to measure a potential print out against the known size of the paper and its margins, and if necessary, will reduce the print out so that no characters are cut-off. Although this setting is highly beneficial, in general, to ensure that all of your prints are of the whole content that you are viewing in the browser, when you are printing a precise, edge-to-edge style print out, such as a receipt printer, that setting will often shrink the print out as it is deemed to be precariously close to the edge of the printable area of the target printer/paper.

There are three settings and configurations in the Firefox Print Configuration that must be possibly manipulated to ensure that this problem corrected:

  1. Within the Firefox | Page Setup area, there is a "Shrink to Fit Paper" setting that needs to be unchecked.
  2. If the above does not correct the issues, then check the "Margins & Header/Footer" setting under Firefox | Page Setup (2nd tab) and confirm that it has been setup in accordance to Step 4 - Firefox Print Configuration of the HWRP02 - Receipt Printers - Step-by-Step Configuration Guide.
  3. Finally, should the problem persist, or return shortly after a few receipts are printed correctly, then the default printer under Firefox (not Windows) needs to be changed to reflect the receipt printer.

You will find that often times, the action taken under the first bullet above will resolve the issue permanently. However, there will be the occasion that due to the distinctiveness of the workstation configuration, the second and third bullets must also be executed.

If, after the above remediation steps have been taken and the issue persists, please contact MJ Freeway Technical Support, and we will be glad to assist.

The TSP Receipt Printer was printing fine, but now will only print blank pages, or nothing at all. What happened?

Often times the primary cause of this problem is the reset of the Firefox Print Configuration for "Margins & Header/Footer". That could occur due to a Firefox Update, then installation of a new Receipt Printer, or manual manipulation of the settings for another print out from the browser (which was then never reset).

Simply follow these steps found in the HWRP02 - Receipt Printers - Step-by-Step Configuration Guide to correctly reconfigure the "Margins & Header/Footer" setting in Firefox:

  • In Firefox, go to File | Page Setup and then the Margins & Header/Footer tab, and ensure that all of the margins are set to 0.0 and all of the headers/footers are set to --blank--. Click Ok to save.



On Mac OS X (10.5.x+), follow these steps to correctly configure the margins in Firefox:

1. Open Firefox, and type about:config in the address bar, and press .

2. Click the button "I'll be careful, I promise." to continue into the configuration area.

HWRP02 - Firefox Config - About Config.png

3. Type margin into the Filter field to locate the settings for the top/bottom/right/left margins.

HWRP02 - Firefox Config - Margins.png

4. Ensure that they are all set to 0.0, and once completed, close Firefox.

Go ahead and attempt to print another receipt, and now it will print correctly to the Receipt Printer, with the proper output.

If the above remediation steps do not resolve the issue, please contact MJ Freeway Technical Support, and we will be glad to assist.

There are multiple TSP Receipt Printers listed in the printer dropdown, and receipts don't print to any of them. Why not?

When opening the Windows Printers and Faxes or Devices and Printers window (depending on your version of Windows) from Control Panel or the Start Menu, there are various printers, and at a closer look there are multiple TSP Receipt Printers, some of which are grayed out.

This problem is due to either having the TSP Receipt Printer plugged into a USB Hub, or having unplugged and re-plugged in the TSP Receipt Printer, and changed the USB port. Here is the warning previously posted in the HWRP02 - Receipt Printers - Step-by-Step Configuration Guide:

Important Note: Whether on a Windows or Mac workstation, it is key that your Receipt Printer be plugged into an available USB port on the workstation itself and not a USB hub. In addition, should the workstation be moved, or the printer relocated in the workspace, please take care to plug the receipt printer back into the same USB port as before.

The reason for this, is that the configuration that will be put in place below is very precise, and if the receipt printer is plugged into another USB port (or on a USB hub), Windows or Mac may install the printer as a new printer, without any of the required configuration settings. Please take note of this requirement, so as to prevent any unwanted issues during checkout.

The corrective steps for this issue are as follows:

  1. Unplug all TSP Receipt Printers from the workstation, and turn them off.
  2. Uninstall all of the receipt printers from the Windows computer, by going to the Printers and Faxes or Devices and Printers window (depending on your version of Windows) and right-clicking on each copy of the TSP Receipt Printer and selecting Uninstall Device or Remove Device.
  3. Once all of the copies of the TSP Receipt Printer are removed, go ahead and reboot the workstation.
  4. Log back into Windows, and check under Printer and Faxes or Devices and Printers (depending on your version of Windows) that the TSP Receipt Printer is no longer listed as an available printer after the reboot.
  5. Now, go ahead and turn on and plug in the TSP Receipt Printer into the workstation. A new TSP Receipt Printer will show up under the Printer and Faxes/Devices and Printers window.
  6. Go to the HWRP02 - Receipt Printers - Step-By-Step Configuration Guide and follow the steps as of Step 3 - Configure Installed Receipt Printer to correctly configure the newly re-installed TSP Receipt Printer.

That's it! At this point, there is now have a single TSP Receipt Printer in the workstation, and a receipt print test can be executed from MJ Freeway.

If the above remediation steps do not resolve the issue, please contact MJ Freeway Technical Support, and we will be glad to assist.

Other Resources

For more information, you can reference these other MJ Freeway Knowledge Base articles:


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