MDE-5183C Passport® PX60 Express Ordering Kiosk Installation Guide · May 2018 Page 67
Troubleshooting
Printer Not printing
receipt
Power Look at the power LED, if it is off, check the power switch, check
connections, bad AIO motherboard (check for test points). If it is a bad
printer, swap with a known working printer. If the printer is connected to an
external power supply, troubleshoot power supply and outlet power.
Connections Check AC (if the printer is connected via external power supply) and DC
connections from AIO. AC cable for UPS, UPS outlet (120 VAC), AC cable
to power brick, power brick (swap with a working brick if power is OK and
LED is off). Verify connections at kiosk printer (Y-cable and gender
menders depending on the type of Kitchen Monitor system) and printer DIP
switches. Refer to
“Connect the printer communication cable.” on page 7.
Printer configuration For new installation, check the DIP switch settings and that the printer
configuration name is programmed as “LOCAL” (all caps); wrong serial
connection, and gender menders.
Printer drivers on kiosk Run OPOS test program, notate error. Confirm that the proper printer
drivers are installed and are not having issues. If not known, reinstall the
drivers.
Printer error Ensure that the printer is online with no errors. If errors exist, resolve by
error type troubleshooting steps (for example, paper, offline, etc.)
DIP switch settings Verify the DIP switch settings for specific model are used (settings will
vary).
Printer is
printing
"?????????"
TM-T88V settings (9600, 8, none, 1, DTR/DSR). All switches are off except
DSW1 #7=on.
To check the settings, hold the Feed button while powering on, receipt will
print with DIP switch settings.
Printer not
printing QR
code clearly
Wrong paper, worn
thermal printer head
Verify you are using the correct paper type. If the other kiosk(s) is working,
use paper from the other printer to test. If the test fails, swap the printer with
a known working printer.
Printer not
printing
complete receipt
Wrong paper, worn
thermal printer head,
software glitch
Verify you are using the correct paper type. If the other kiosk(s) is working,
use paper from the other printer to test. If the test fails, swap printers. If no
change, reboot the kiosk. If no change, escalate or call TAC.
Order not
printing to
kitchen printer
Wrong paper, connections,
printer configuration, bad
printer
Check paper, power, verify connections at the kiosk printer (Y-cable and
gender menders depending on the type of Kitchen Monitor system) and
printer DIP switches. If other kiosk(s) is working, use paper from other
printer to test. If the test fails, swap printers. If no change, reboot the kiosk.
If no change, escalate or call TAC.
Receipts QR code will not
scan on
Passport
Poor print quality, wrong
paper, scanner not
programed properly,
wrong scanner (Xenon
1900), Passport offline
with MWS Server.
Check print and paper quality, ensure MWS is online, test receipt on
another Passport POS, ensure Enhanced Store is activated, reprogram the
Xenon 1900, reboot Passport. If scanner is not working for all scanning
activities, troubleshoot scanner. For troubleshooting information on the
scanner, refer to MDE-4956 Honeywell and Xenon 1900 Scanner Setup/
Service Instructions. If the site does not have Enhanced Store, they need to
purchase it.
If scanning is not working
customer will need to
follow manager's standard
work for manual data
input.
Ensure customer knows they can input PLUs manually, but will need to be
advised by their manager on the process.
PLUs on kiosk
order not
matching
Passport PLUs
Price Book not updating
on Passport or kiosk back
office connection to kiosk
or
Passport bad network
drive mapping incorrect.
Compare receipts to determine which PLUs are missing; verify missing
PLUs on Passport. If Passport recognizes PLUs run another transaction
with the same PLUs. If not, check the QR code quality and follow QR code
path.
Network drive mapping incorrect. If on K Patch or above, Price Book will
reside on Passport (check that kiosk is mapped to Passport).
If kiosk is communicating to back office and Passport has the latest Price
Book, call Xpedient at 1-888-501-8836.
Express Ordering Kiosk
Component Symptom Probable Cause Possible Solutions
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