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Use these checklists before contacting support. Most printer issues come from power, paper, network, printer configuration, or Plato routing.

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Quick Checks

Start here during service. Open only the checks that match what staff can see on the printer.
  1. Confirm the power cable and adapter are connected firmly.
  2. Confirm the power light is on.
  3. Turn the printer off for 10 seconds.
  4. Turn it back on and wait until the printer is ready.
  5. Try a test print again.
Do not rapidly turn the printer on and off many times.
  1. Open the printer cover.
  2. Confirm there is paper inside.
  3. Confirm the paper roll is facing the correct direction.
  4. For thermal paper, make sure the thermal side faces the print head.
  5. Try a new roll if the paper is old, damaged, or printing blank.
If the printer prints blank paper, see Blank Or Bad Printing.
  1. Remove any jammed paper or small paper pieces.
  2. Pull a small amount of paper out past the cutter.
  3. Close the cover until it clicks.
  4. Confirm the paper feeds straight.
  5. Press Feed once to check movement.
An open or half-closed cover can stop printing even when the printer has power.
  1. For Ethernet, confirm both ends of the cable are connected.
  2. Check the LAN lights on the printer, router, or switch.
  3. For Wi-Fi, confirm the printer and POS are on the same Wi-Fi network.
  4. Confirm the printer IP address in Plato matches the printer status page.
  5. Restart the router or switch only if multiple network printers are affected.
For deeper network checks, see Ethernet And Wi-Fi Troubleshooting.
Check Power, Error, Paper, and Network or LAN lights if available.If Error or Paper is on or blinking:
  1. Check paper.
  2. Check that the cover is closed.
  3. Check for a paper jam.
  4. Let the printer cool down if it feels unusually hot.
  5. Take a clear photo of the lights for support.

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Pick The Symptom

Power, Paper, And Cover

The printer is off, has an error light, has no paper, or the cover is open.

Ethernet And Wi-Fi

The printer is online sometimes, unreachable, or has the wrong IP address.

Blank Or Bad Printing

The printer prints blank paper, weak text, unclear output, or strange symbols.

Plato Routing

Receipts, kitchen tickets, categories, order types, or void tickets go to the wrong place.

Self-Test And Reset

Print a self-test/status page or reset network settings when needed.

Support Handoff

Collect the details support needs if the issue remains.

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First Question

Before changing settings, identify the blast radius:
  1. Is one printer affected, or all printers?
  2. Is the issue receipts, kitchen tickets, void tickets, reports, or all output?
  3. Did the issue start after power, internet, router, Wi-Fi, printer move, or paper change?
If all network printers stopped together, start with Ethernet And Wi-Fi. If one printer has an error light, start with Power, Paper, And Cover.