Use this guide when Nomni POS or Nomni KDS shows a printer message, or a docket didn't print. Find the message below. Each one says what it means and what to do.
Tip: most printer problems are paper, the cover, power, or the printer's network address changing. Print the printer's self-test page (see the printer's own guide for how). It shows the printer's IP address, so you can check it matches the address saved on the POS.
Nomni POS for iPad: Epson printers
Epson problems show as an alert titled with the printer's name and address, then “Unable to Print”. The alert lists one or more of these:
“Printer is OffLine” or “Printer is not online”: the printer is off, asleep or has lost the network. Check it's switched on and the cable or Wi-Fi is connected, then print a test page.
“Printer is not Connected” or “Printer connetion timeout” (shown with this spelling): the POS couldn't reach the printer at the saved address. Check the printer and iPad are on the same network, and that the IP address on the self-test page matches the one in the POS printer settings. Restart the printer.
“Printer Cover is Open”: close the cover firmly until it clicks.
“Printer has run out of paper”: put in a new roll.
“Printer paper is running out”: a warning only. The docket still printed. Change the roll soon.
“Printer paper feed in progress”: the feed button is being held or the printer is feeding paper. Let go of the button and wait a moment.
“Printer auto cutter is not working” with “This is unrecoverable error”: switch the printer off, clear any paper caught in the cutter, and switch it back on. If it keeps happening, contact us. The printer may need repair.
“Printer head is over heated” or “Printer motor driver IC is over heated”: the printer is too hot. Leave it to cool. It carries on by itself.
“Printer error due to wrong paper”: use thermal paper of the right width for that printer.
“Printer has run out of battery” or “Printer battery is over heated” (portable printers): charge the printer or let it cool.
“The connection dropped before the printer confirmed this docket. Check the printer and reprint if it did not come out.”
This yellow banner means the docket was sent, but the connection dropped before the printer confirmed it. Often it printed anyway. Nomni POS tries again once, so the most you'll get is one extra copy. Check the printer. If the docket isn't there, reprint it from the order. Tap the banner to close it.
Nomni POS for iPad: Star and Abacus printers
These show as an alert titled with the printer brand, name and address, then “Warning”.
“Cover is Open, Receipt will resume printing after closing”: close the cover. Printing carries on.
“Printer is Offline, Check power and network”: check power and the network cable or Wi-Fi.
“Printer Paper Empty, Will resume printing after refill”: put in a new roll. Printing carries on.
“Reciept Paper Near Empty” (shown with this spelling): change the roll soon.
“Printer cutter error” or “Printer presenter paper jam error”: switch off, clear the paper, switch back on.
“Printer is over heated”: leave the printer to cool.
“Printer experiencing unknown issue, Try restarting printer”: switch the printer off and on again.
“Printer did not respond to the print request” (Abacus kitchen printers): the printer took the job but didn't confirm it in time. Nomni POS limits retries because the docket may already have printed, so check the printer before reprinting. Switch the printer off and on if it keeps happening.
Each warning usually shows once per printer, so you're not interrupted again and again for the same problem. If Nomni POS can't reach a printer at all, it may not show a message. The docket just doesn't print. Check the printer and its address.
Template and setup messages (iPad)
“Please check your Sales Summary template and sync”, “Please check your Open Till Report template and sync”, “Please check your Product Label template and sync” or “Please check your Credit Account Top Up template and sync”: the POS doesn't have that print template. Go to Settings > Sync and tap SYNC RECEIPT TEMPLATES FROM BACKEND, then try again.
A docket that prints AN ERROR OCCURRED WHILE READING THE TEMPLATE: the template couldn't be read. Run SYNC RECEIPT TEMPLATES FROM BACKEND. If it still happens, contact us with the docket type.
“No Printer Location Assigned” or “No Printer Locations Selected” in printer settings: this printer has no printer location, so no kitchen dockets are sent to it. Choose the printer locations it should print for.
Nomni POS for Android
“No printer is setup” or “No printer configured to print”: add the printer in the POS printer settings, or turn it back on (Enabled).
“No receipt printer is configured”: no printer is set to print receipts. In the printer settings, set your counter printer to print receipts.
“No receipt printing template is configured”: choose a receipt template for the printer.
“Error when printing table QR: No printer configured”: set up a receipt printer before printing table QR codes.
“No Print Items Applied”: the docket printer has no items assigned, so it won't print dockets for orders without assigned items. Assign the products this printer should print.
Backup printer: if you set a printer as the backup printer, Nomni POS for Android sends a docket or receipt straight to it when the main printer fails. Label printers don't use the backup printer.
Kiosk
“We are unable to print your receipt as the printer paper has run out. Please notify staff to assist you. Your payment has been processed successfully”: the customer has paid. Don't take payment again. Refill the kiosk printer and give the customer their order number.
Nomni KDS printing
From Nomni KDS 2.0.17, the KDS waits 20 to 120 seconds for the printer to confirm a docket, depending on its size. If it can't tell whether the docket printed, it reprints once at most. If the printer is out of paper or the lid is open, the KDS keeps trying for up to 10 minutes. Fix the paper or lid within that time and the docket prints. See Nomni KDS messages and what they mean.
When one duplicate docket is expected
When the connection drops or times out after a docket is sent, Nomni POS and Nomni KDS can't tell whether it printed. They reprint once so the order isn't lost. One duplicate after a dropped connection is expected. Several duplicates every time, or dockets that never print, are not. Contact us.
Still not printing?
Contact us with:
The printer brand and model
How it connects (network cable, Wi-Fi, USB or Bluetooth) and its IP address
Which device it's connected to (Master, Slave, Android POS, kiosk or KDS) and the app version
The exact message, a photo of it, and the time it happened
An order number that didn't print
Email support@nomni.ai or message us from the chat in Nomni Console.