Bill printer not printing? 10 fixes to try before you call for service

A bill printer that stops at the counter is a bad moment. Most faults are simple. Work down this list before you call for service, starting with the quickest checks.

1. Check the paper is the right way round

Thermal paper only prints on one side, the coated side. If the roll is loaded backwards, the printer feeds paper and prints nothing. Scratch the paper lightly with a fingernail: the side that leaves a dark mark is the coated side, and that side must face the print head.

2. Check there is paper, and that the cover is shut

Look at the paper and close the cover firmly. Many printers will not print with the cover slightly open, and some show only a blinking light to tell you.

3. Read the lights

Most printers have a power light, an error light and sometimes a paper light. A solid or blinking error light usually means one of: no paper, cover open, overheated head or a cutter jam. Your manual lists the exact pattern for your model.

4. Print a self-test page

On many models, you hold the feed button while switching the printer on, and it prints a test page. If the test page prints, the printer works and the problem is the connection or the software. If it does not, the problem is the printer or the paper.

5. Check the cable, the power and the port

• Reseat the USB or LAN cable at both ends.
• Try another USB port, or another cable.
• Check the power adapter is the original and the light is on.
• For Bluetooth, remove the pairing and pair again.

6. Check the printer is the default

On a Windows computer, open the printer settings and check the right printer is selected, and that it is not “offline”. If a job is stuck in the print queue, clear it and try again.

7. Check the driver and the software settings

If the printer worked before and stopped after an update, reinstall the driver. In your billing or POS software, confirm that the printer name and paper width match what is actually installed.

8. If the print is faint or patchy

Faint print usually means one of three things:

• Poor quality paper. Cheap rolls produce pale text. Try a roll from a different supplier.
• A dirty print head. Dust and paper residue build up. Switch off and let the printer cool. Clean the head gently with a cotton swab and isopropyl alcohol, then let it dry fully before use.
• The density setting is too low. Some printers let you raise the print darkness in settings.

9. If it prints blank sheets

This is nearly always the paper loaded the wrong way (see step 1), or paper that is not thermal paper at all. Ordinary paper will not print on a thermal printer.

10. If the paper jams or the cutter sticks

Switch off, open the cover and remove the jammed paper by pulling it along the feed direction. Do not force the cutter. If it will not move freely, a service visit is the safest option.

When to call for service

Call a technician if:

• The self-test page does not print and the paper and cover are fine.
• The error light stays on after you have cleared jams.
• The print head shows visible damage.
• The printer smells of burning or overheats.

Keep a note of the model and fault, which speeds up the repair.

Printing less means fewer faults

Every bill printed is wear on the head and cutter, and a roll to change. The more you print, the more often these faults happen. If you want to see what your printing costs in paper and upkeep, use our receipt cost calculator. And if a share of your customers would take a digital copy, tap to receive takes some of the load off your printer.

Buying a replacement? See how to choose a bill printer.