52
Troubleshooting
Problem Possible Cause Procedure
No power source.
Verify if the electric switches are on. Connect any
other equipment to verify if it works.
The Printer doesn't turn on
Problem with the power
source cable; it may be
broken or unplugged.
Turn off the printer and verify the cable in all its
length to be sure that it has no indication of
physical damage. Verify if both ends of the cable
are properly plugged.
The communication cable may
be damaged or not properly
plugged.
Verify the cable in all its length to be sure that it
has no indication of physical damage. Verify if both
ends of the cable are properly plugged.
The command sequence can be verified on the
dump mode. Put the printer in dump mode and
send the commands again. The printer will show all
commands received in hexadecimal and ASCII.
The printer does not respond
to commands
Wrong command sequence
Verify if the printer command set is properly
configured. It can be configured as Bematech or
ESC/POS™.
The communication cable may
be damaged or not properly
plugged.
Verify the cable in all its length to be sure that it
has no indication of physical damage. Verify if both
ends of the cable are properly plugged.
The communication cable pin
layout is not in accordance
with the defined protocol.
Verify if the cable pins position are correct, in
accordance with the standards defined by the
communication port. Verify also the configurations
defined by the Dip Switches configurations, when
referring to serial communication.
Communication problems
The baud rate is wrongly
configured.
If the baud rate configured is different between the
printer and the computer, the printer can print
random characters or not print at all. Carefully
verify the ports configuration between the printer
and the computer or peripheral to which the printer
is connected.
The LEDS are blinking The printer informs the status.
Refer to the "Indicative Lights" chart.
If the light is yellow, it usually refers to an error
that you can correct easily.
If the light is red, refer to Chapter 3 to address the
issue.
Paper dust and residues on
the print head which can
influence the print quality.
Clean the print head, as shown on the item
"Cleaning Procedures" on this manual.
Wrong print density.
You can configure the printing intensity. This
configuration is important when different brands or
kinds of paper are used.
Weak printing
Poor media quality
Poor printing performance due to old thermal
paper. Some thermal paper brands also have a
weak printing output.
The paper doesn't come out
of the printer
Paper jammed.
CAUTION! Do not touch the print head, as it can be
very hot after printing. Wait for it to cool down
before you touch it.
Turn off the printer and open the cover, remove the
paper roll and all the paper jammed inside the
printer; put the paper roll back and turn the printer
on.
Locked Cutter Blade
Objects may be obstructing
the blade path.
If the blade is blocked, turn the printer off and
open the cover.
Remove the objects that may be obstructing the
blade, for example, a paper clip.
Turn the printer back on and wait for the blade to
return to its original position. The firmware will
move the blade to its original position without the
user's intervention.
Close the cover and wait 3 seconds.
If the problem persists, refer to Chapter 3 to see
another way to address the issue.
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