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Articles
 MYOB Retail manager - Printer Setup guide Published: 1st Jan, 2010  

MYOB Retail manager Receipt printer setup guide and troubleshooting

Summary

This support note is aimed at simplifying the setup of your Docket Printer within RetailManager as well as providing some tips on overcoming printing issues and errors. For information on the setup and troubleshooting of POS hardware in RetailBasics, visit Support Note 11149.

Step 1

Check your printers' connection type

The first step in setting up your Docket Printer is to establish how it connects to your computer; that is, does it use a Serial (COM), Parallel (LPT) or USB connection? Your computer will have ports laid out in a similar fashion to what is shown below:


Note the connection type of your printer and the port number that it will plug into. If you are using a USB connected Docket Printer, please Click Here to see support note 10941 on how to setup these types of printers.

If your docket printer is connected to a Serial (COM) or Parallel (LPT) port, you do not need to install a printer driver; RetailManager will communicate with the printer without it. Printer drivers for these types of printers can often conflict with RetailManager and cause the printer not to work.

Step 2

Set your Docket Printer Hardware options

1. Go to the Setup menu; choose Hardware and then Docket Printer. The following window will be displayed:


2. Mark the Use Docket Printer checkbox, select the Model of your Docket Printer and chose the Port which it is connected to. These three options will often be enough to get a response from the printer.

Depending on the printer model you select, the Triggers used in the Second Colour, Double Width and Paper Cutter fields will change. These Triggers are simple commands which tell your printer to perform a function. If your printer model is not listed, you can select a model which is similar to your own as it may use the same or similar Triggers. Alternatively select the Other printer model and consult your printer documentation for the correct Triggers.

3. Click Test. If you are using a Parallel (LPT) port printer, you will receive this message:


…Simply click OK and click Test again.

If the printer does not respond or test properly, follow through with the setup tips below:

Printer Self- Test

You can get your printer to perform a self-test by following a couple of simple steps:

1. Turn the docket printer off then press and hold the printers' paper feed key.

2. While your finger is still on the feed key, switch the docket printer back on. A test page should print out.

A successful printer self-test will print the printers specific settings such as the connection type, buffer level and other details. Take note of these details. If the self test did not print or printed unreadable / garbled text, the printer is likely to be faulty; consult your printer vendor for repair or replacement.

Buffer Size

The buffer size option can be set to any number between 1 and 99. The default setting of 4 will work for most printers, but some printers may vary in setting from 1 to much higher buffer levels.

Check your printer's documentation or the printer self-test for the correct buffer size for your printer. It is also safe to try different buffer levels by trial and error if you are unable to find the correct setting within your documentation.

Serial (COM) Port Settings in RetailManager

If your printer is a Serial (COM) Printer, the Settings button will open a small serial docket printer settings window:

1. Match these settings to that which printed on the printer self-test (they are also likely to be specified within your printer's documentation).

2. The last option in this screen; the Flow Control, should be set to Hardware for most printers and the Hardware Control set to DSR. A small number of printers will use the Xon/Xoff Flow Control setting. See your printer's documentation for correct settings for your Docket Printer.

3. Click Apply to return to the Hardware Options screen.

4. Test the changes by going to the Tools menu, choosing Reprint and selectingLast Sales Docket.

Serial (COM) Port Settings in Windows Device Manager

A similar set of Serial (COM) port options can be found in your windows Device Manager. These also should match the correct settings for your printer.

1. From the Windows Desktop, Right-Click My Computer and select Properties. Click on the Hardware tab then select Device Manager. This will open the Device Manager window.

2. Within the Device Manager, locate the Ports (COM & LPT) option, and then double-click the port number your printer is connected to. The Communications Port (COMx) Properties window appears.

3. Select the Port Settings tab and the Serial port settings are displayed.

4. Match the settings to the correct settings for your printer, and then click OK. The correct Serial Port settings for your printer can be found within your printer's documentation or by performing a printer self-test.

5. Test the printer once again in RetailManager.

Generic Printer Driver Test

Please visit our Support Note, Setting up a Windows XP RetailManager Network, for detailed instructions on setting up and testing with a Generic / Text only printer driver in Windows XP or Click Here for Windows Vista.

Step 3

Set your printing Options

In addition to the Docket Printer Hardware options, there are printing options which can also affect what transactions you print and how many copies are printed.

1. To check these options go to the Setup menu, select Options then Printing.

2. To print transaction dockets to your Docket Printer select 40 col against each respective transaction type.

3. To print additional copies of a transaction docket, increase the multiplier value against that transaction type.

4. To disable printing of a particular transaction type, go to the Settings tab and clear the checkbox option for the respective transaction type.

Docket Printer Troubleshooting Tips

Error: Docket Printer (40 Column) is not set - please check your Hardware

This error will appear if the printing settings specify a 40 column docket printer for Dockets, but the hardware options do not have the option to Use Docket printer enabled.

Solution

Setup your Docket Printer options as outlined from Step 1 above.

My Docket Printer is printing the last few characters of a line/s onto a second line. How do I fix this?

This may be due to the buffer size option not being set correctly.

Solution

Try a different Buffer Size setting.

If you are using a Serial (COM) Port Docket Printer, it may also be due to incorrect serial port settings. Also check these settings in the Windows Device Manager.

My company name is printing in large characters. How can I print it in small characters?

This is due to the Double Width feature being switched on in the Docket Printer Hardware options.

Solution

To toggle Double Width on or off you can enter or remove the respective Triggers from the Double Width fields:

To toggle Double Width ON:

1. Ensure your printer model is selected and the correct Double Width Trigger appears in the ON field.

2. Clear all text from the Double Width OFF field.

3. Click Apply and then Test.

To toggle Double Width OFF:

1. Ensure your printer model is selected and the correct Double Width Trigger appears in the OFF field.

2. Clear all text from the Double Width ON field.

3. Click Apply and then Test.

How can I print/not print in it's second colour mode?

Most printers can print in a second colour. This is generally red, but sometimes blue or grey.

Solution

The Triggers to toggle this feature behave in the same fashion as Double Width.

To toggle Second Colour ON:

1. Ensure your printer model is selected and the correct Second Colour Trigger appears in the ON field.

2. Clear all text from the Second Colour OFF field.

3. Click Apply and then Test.

To toggle Second Colour OFF:

1. Ensure your printer model is selected and the correct Second Colour Trigger appears in the OFF field.

2. Clear all text from the Second Colour ON field.

3. Click Apply and then Test.

My printer responds to a test in the Hardware options, but won't print a sales docket. How can I fix this?

This may be due to either Hardware or Printing options not being effected by the program. Often refreshing one or more of these settings will get the printer working.

Solution

Some simple settings refresh tips include:

1. Switch the printer off, then on once again.

2. Close and restart RetailManager and / or your computer.

3. Go to the Setup menu and select Hardware. Within the Docket Printer Hardware options, disable the Use Docket Printer option; Apply the setting, then enable the option once more and Apply once again.

4. Go to the Setup menu, select Options then Printing. Select the A4 button against the Dockets printer option and click Apply; then change the option back to 40 col and Apply again.

My printer is printing dockets on every sale. I only want it to print dockets on selected sales. Can I do this?

Yes, this can be done:

1. Go to the Setup menu; choose Options then Printing and select the Settings tab.

2. Clear the Sales Dockets checkbox. This will prevent Dockets from printing when processing Sales.

To then print a Sales Docket on selected sales you can reprint the last sale:

1. Go to the Tools menu, choose Reprint then select Last Sales Docket.

My printer is printing garbled/unreadable text. How do I fix this?

This is an indication that the printer may be faulty.

Solution

To determine whether the problem is with the printer or elsewhere, follow these suggestions:

1. Perform a printer self-test. If the self-test is ok, then try the next step.

If the printer still prints in garbled/unreadable text, then it is likely to be faulty; please consult your printer vendor.

2. Print a test page in Windows. If the test page prints ok, then try the next step.

If the test prints garbled/unreadable text, then it may be a problem with the printer, the port it is connected to or the cable used to connect it. Connect the printer to an alternate Port (perhaps even on another computer) and if possible using an alternate cable. If the printer still won't print properly, then it is likely to be faulty; please consult your printer vendor.

3. Test with various different buffer size levels in RetailManager.

4. If you are using a Serial (COM) Port Docket Printer, check your port settings in RetailManager and in the Windows Device Manager.

5. Refresh the Printing and Hardware Options.

If the printer does not print successfully after all of these suggestions have been tried, then the printer is likely to be faulty; please consult your printer vendor.

My printer is not automatically cutting off dockets after they print. How can I fix this?

The Trigger to enable the printer's Paper Cut feature may not be enabled. In order for this feature to work, it offcourse requires that the printer actually have a Paper Cutter built into it.

Solution

1. Go to the Setup menu, choose Hardware then select the Docket Printer tab. Ensure the Use Docket Printer checkbox is marked and the correct Printer model is selected.

2. Mark the checkbox to Activate the Paper Cutter. You can, if you wish, also adjust the Lines to advance before cut option (increasing the number of lines will feed more paper after a sale is printed).

3. The Triggers to activate this feature will appear in the Half Cut or Cut fields or both.

4. Select the appropriate cut option for your printer then click Apply.

If your printer does not cut the paper after setting these options, the Paper Cutter Trigger displayed may not be the correct one for your printer. Consult your printer's documentation for the correct cut commands.

My printer is only printing the first part of sales dockets. It seems to be stopping after a certain amount of characters are printed. What is wrong?

This may be due to an incorrect buffer size setting.

Solution

Try a different buffer size setting.

If you are using a Serial (COM) Port Docket Printer, it may also be due to incorrect serial port settings. Also check these settings in the Windows Device Manager.


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