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Orders not printing

Start by answering one question: what are you printing from? The two paths share nothing, so the checks are different.

  • Web dashboard on a PC → the browser cannot reach a thermal printer, so the print agent on that PC does it.
  • POS app on a tablet or phone → the app reaches the printer itself, over the network or Bluetooth.

A tablet printing happily while the office PC prints nothing is normal, and vice versa.

From the web dashboard

Section titled “From the web dashboard”

Work in this order. Each step rules out the one below it.

  1. Is the agent connected? Setup → Printers shows Connected or Not connected.
    • Could not reach the print agent — nothing is listening. Start the agent, then Recheck connection.
    • Invalid API key for this agent — the agent is running; re-copy the key from its setup page.
    • The agent configuration is stored per browser, per PC. A newly set-up PC needs its own.
  2. Does a test print work? If the test prints and orders do not, the printer is fine and the routing is wrong — carry on to step 3.
  3. Is the receipt role right? A printer set to Kitchen tickets only will never print a customer bill.
  4. Does any printer cover that item’s category? Station categories decide which printer is responsible. An item in a category no printer claims prints nowhere. Leave one kitchen printer’s categories empty so it acts as catch-all — that is what stops a new menu category silently going unprinted.
  5. Force a sync. Sync now pushes the current printers to the agent and confirms with Printers synced to local agent.

See Printers for each of these screens.

From the POS app

Section titled “From the POS app”
  1. Has this device synced? A device that has never run Sync menu & device data has no receipt layouts, and the app says so: Receipt layouts not synced yet — Sync now before printing offline.
  2. Is the printer reachable from the device? The app connects over your Wi-Fi or by Bluetooth. A printer on a different network — or on a guest network — cannot be reached, and that is hardware and network, not a setting.
  3. Is the printer still configured? Printers are set up in the dashboard and synced down; a printer deleted there goes away on the device at the next sync.

It printed, but it looks wrong

Section titled “It printed, but it looks wrong”

That is a layout question, not a connection one. The layout used is the live layout for that printer’s paper width, so a receipt that is cut off or half-width usually means the printer’s paper width is set wrong. See Receipts and tickets.