Printer diagnostics

Quick decision tree

Does the panel (Printers) show "Server offline"?
  ├── Yes → Is the Print Server open on the PC? → Open it; check the internet connection
  └── No (server online)
       ↓
Does the Print Server's "Test print" work?
  ├── No → Problem between the PC and the printer → see "The printer doesn't respond"
  └── Yes → Problem between the kiosk and the printer → see "The test prints but tickets don't"

Server offline

The Print Server isn't connected to yourturn.space.

The printer doesn't respond

The Print Server is connected but can't reach the printer.

• Is the printer on and loaded with paper?
• Print the configuration sheet (usually by holding Feed while powering on): does the IP match the one in the Print Server's Printer tab?
• Are the PC and the printer on the same network?
• From the PC, ping 192.168.1.XXX (the printer's IP): if there's no reply, the PC can't reach it.
• In the Print Server, use "Verify printer" / "Test print" to check from the app itself.
• If the IP changed, type the new one in the Print Server → "Save IP", and reserve it in the router (see WiFi connection).
• Is it a USB-only printer? Not supported: the Print Server only prints over the network.

The test prints but tickets don't

• Does the kiosk have that printer assigned? Kiosks → edit → Printer.
• Was the kiosk opened with its full link (with the token)? If it shows "This kiosk isn't set up to issue tickets", open it with Kiosks → copy icon ("Copy kiosk link").
• Several printers? Check that the open Print Server is the one for the assigned printer (its name shows on the tray icon).

What happens to tickets that don't print

• The Print Server was closed or offline: tickets wait on the server and print as soon as it reconnects, if that's within 30 minutes. After that they're discarded so already-served tickets don't print.
• The Print Server was open but couldn't reach the printer (off, out of paper, IP changed): since version 1.1.4 it tries again after 5, 15 and 30 seconds. If the printer still doesn't answer, the ticket is marked as failed and won't print.

Either way the ticket exists: the customer sees it on the kiosk screen and on the waiting-room display, and can follow it with the QR code. Only the paper is missing. If the ticket doesn't come out, the kiosk tells the customer on screen: "We could not print your ticket. Follow your turn with the QR code or the number on screen."

How you find out:

• The printer's card (Printers): "⚠ N tickets lost (24h)". If it appears, check the printer even if the server now shows as online.
• History (the clock icon on the printer): the last 20 jobs, with the ticket number, whether it printed and, if not, why (the printer didn't respond, the Print Server didn't pick it up in time, error preparing the ticket).
• An email to the company's admins when tickets are lost, at most one per printer per hour, listing the affected tickets.

Paper jam

1. Open the paper cover.
2. Remove the paper carefully without tearing it.
3. Clean the roller with a dry cloth.
4. Reload the paper with the thermal (shiny) side facing the head.

Faint or blurry print

The print head may be dirty. Clean it with a cotton swab slightly dampened with isopropyl alcohol (90 % or more) and let it dry before printing.

Factory reset (last resort)

See the printer manual. On many Epson models: hold Feed for 10 seconds with the printer on.