Troubleshooting — printer, payment, login, order issues
Common issues and how to resolve them — printer not printing, receipt not printing, card terminal not responding, payment declined, cash drawer not opening, login problems, order not appearing, POS running slowly, network issues, and more. If an issue persists after trying these steps, contact your system administrator.
Printer Issues
Receipt Not Printing
| Symptom | Steps to Fix |
|---|---|
| Nothing happens when printing | Check printer is powered on and connected (USB or network) |
| "Printer not found" error | Restart the POS application; check network connection for network printers |
| Paper jam | Open printer cover, remove jammed paper, reload correctly, close cover |
| Faded or blank receipts | Replace thermal paper roll — thermal paper must face the correct side |
| Partial receipt | Paper may have run out mid-print; reload paper and reprint from Order History |
Reprinting a Receipt
- Go to Orders.
- Find the order.
- Tap Reprint Receipt.
- Select Customer or Merchant copy.
Payment Terminal Issues
Card Terminal Not Responding
- Check the terminal is powered on and connected.
- On the POS, navigate to POS Settings → Payment Gateway and tap Test Connection.
- If the connection fails, restart the terminal and try again.
- If still failing, contact your payment gateway provider.
Transaction Declined
- Ask the customer to try a different card or payment method.
- Check the terminal display for an error code.
- Common reasons: insufficient funds, card blocked, network timeout.
Duplicate Transaction Concern
If a transaction appears to have been charged twice:
- Do not process another payment.
- Check Order History for the order status.
- Check the terminal's own transaction history.
- Contact your payment gateway provider before processing any refund.
Terminal Shows "Unpaired" or "Not Configured"
- Navigate to POS Settings → Pair Gateway.
- Follow the pairing instructions for your terminal type (Linkly, Tyro, or SmartConnect).
- Contact your IT administrator if pairing fails.
Cash Drawer Issues
Cash Drawer Not Opening
- The cash drawer opens automatically on cash payment completion.
- If it doesn't open, check the drawer cable is connected to the printer or POS.
- On Windows, the cash drawer is controlled via the desktop app — ensure you are using the Windows desktop app.
Login Issues
Forgotten Password
Contact your manager to reset your password. Password resets are done in the back-office admin panel, not within the POS.
Account Locked
After multiple failed login attempts, accounts may be locked. Contact your manager to unlock.
POS Auto-Locked
The screen auto-locks after a period of inactivity (configurable in POS Settings). Enter your PIN or password to unlock.
Order Issues
Order Sent to Wrong Printer / Kitchen
- Check printer assignment in POS Settings → Printers.
- Each category or product can be assigned to a specific kitchen printer.
- Contact your manager to update printer routing.
Cannot Void an Order
- Void may require manager authorisation — ask your manager to enter their PIN.
- If the order is already paid, it must be refunded instead of voided.
- Orders in Finished status cannot be voided; process a refund.
Online Order Not Appearing
- Check the internet connection.
- Navigate to Online Orders — pull to refresh or tap the refresh button.
- Check notification settings — the POS must have notification permissions.
- If orders are expected but missing, contact your online ordering platform provider.
Performance Issues
POS Running Slowly
- Close unused applications running in the background.
- Restart the POS application.
- Restart the device.
- Contact IT if slowness persists — the device may need maintenance.
Screen Freezes
- Wait 30 seconds — the POS may be processing a request.
- Restart the POS application.
- Log back in — your open orders are saved and will be restored.
Network Issues
"No Internet Connection" Error
- Check your Wi-Fi or ethernet connection on the device.
- Check the router or network switch is running.
- Test internet access on another device.
- If using a 4G/LTE backup connection, verify the SIM card has data.
Socket Connection Lost (Real-Time Updates Not Working)
The POS uses a live connection for real-time notifications and KDS updates. If this connection drops:
- A banner or icon may indicate the connection is lost.
- Refresh the application to reconnect.
- If the issue persists, check network stability.
Viewing System Logs
For detailed diagnostics, system logs record all POS activity:
- Navigate to Help & Support → View System Logs.
- Filter by level (Error, Warning, Info), category, or date range.
- Search for specific events.
- Export logs as JSON or CSV for sharing with support staff.
Logs are stored for up to 30 days locally on the device.
Contacting Support
Before contacting support, have the following ready:
- POS version number (visible in Help & Support or POS Settings)
- Terminal name (visible in POS Settings → Device)
- Description of the issue — what you were doing when it happened
- Exported system logs from the Logs screen (if applicable)
- Error message text — take a photo or screenshot if possible
Contact Details
| info@prathampos.com | |
| Phone | +61 457 454 857 |
| 1300 941 886 | |
| Address | Office 3420, Ground Floor, 470 St Kilda Road, Melbourne VIC 3004 |