Elo printer or receipt issue

Introduction

Use this guide to troubleshoot common Elo printer and receipt issues on Bite kiosks. Most receipt problems can be resolved with a few quick checks, including paper loading, cable connections, and kiosk pairing.

Issue description

This guide covers situations where the receipt printer is connected but not printing, the kiosk does not recognize the printer, or the printer repeatedly reports that it is out of paper.

Signs

You may be experiencing one or more of the following:

• The printer shows as connected but does not print receipts.
• The printer reports low paper or out of paper when paper is loaded.
• Receipts are jammed, torn, or not feeding correctly.
• The kiosk does not recognize the printer after a restart.
• Print jobs time out before a receipt is produced.

Basic troubleshooting steps

Start with these quick checks before moving to advanced steps:

1. Open the printer compartment and confirm the paper roll is loaded in the correct direction.
2. Remove any jammed or torn paper from the printer.
3. Close the printer cover firmly until it clicks.
4. Check that the printer cables are secure.
5. Restart the kiosk.
6. Try another receipt print to confirm the issue is resolved.

Advanced troubleshooting steps

Re-pair the printer from the kiosk login screen

If the printer still is not recognized after a restart, re-pair the printer and payment device from the kiosk login screen.

1. Press the two buttons on the back of the Elo at the same time to exit the home screen.
2. Tap Log In.
3. Select the appropriate receipt printer.
4. Select the appropriate payment device and enter the activation code generated on the payment device screen.

Video walkthrough: https://www.youtube.com/watch?v=ZA3-UPcuv8k

Check the paper sensor for upside-down installations

If the printer is installed upside down in an Elo Wallaby kiosk stand or kiosk stack, the paper sensor inside the printer must be adjusted to the lowest position. If the sensor is not set to the lowest position, the printer may think it is out of paper even when paper is loaded.

The sensor is best adjusted while the printer is in the vertical or upright position first, but it can also be adjusted after installation in the kiosk.

Additional resources

• Pairing Kiosks with Receipt Printer and Payment Device
• Receipt Printer: Paper Sensor, when printer is installed upside down

Conclusion

Most Elo printer and receipt issues can be resolved by checking paper, clearing jams, confirming cables, restarting the kiosk, and re-pairing the printer if needed. If the issue continues after these steps, contact Bite support for further assistance.