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Send this information to support if the issue remains after checking power, paper, network, self-test, and Plato routing.

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Required Details

  1. Branch name.
  2. User or cashier name.
  3. Printer brand and model if known.
  4. Printer location, such as cashier, kitchen, bar, drinks, or prep.
  5. Connection type: Ethernet/LAN, Wi-Fi, built-in terminal, USB, or driver bridge.
  6. Clear problem description.
  7. Whether one printer or all printers are affected.
  8. Whether receipts, kitchen tickets, void tickets, reports, or all output are affected.
  9. Whether the printer self-test or status page prints.
  10. Current printer IP address and port if available.
  11. Last order or receipt number that failed to print.

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Attachments

Attach:
  1. Photo of printer lights.
  2. Photo of the paper roll and closed cover.
  3. Photo of bad print output if output is wrong.
  4. Photo of the self-test or network status page.
  5. Screenshot of the Plato printer settings.
  6. Screenshot of the POS Connected Devices.
  7. Short video showing the print attempt if the issue is intermittent.

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Mention Recent Changes

Tell support if any of these happened before the issue:
  1. Power outage.
  2. Internet outage.
  3. Router or switch replacement.
  4. Wi-Fi name or password change.
  5. Printer moved to another station.
  6. Paper roll changed.
  7. Printer reset.
  8. Plato device or POS configuration changed.