Receipt or Kitchen Printer Offline — Troubleshooting Steps

Printer issues are our #1 support request. Most are fixed in under two minutes with these steps.

1. Check power first

• Confirm the printer's power light is on. If it is not on, trace the power cable — printers use a black power brick that connects to an extension cable, which commonly works loose behind counters.
• Reseat both ends of the power cable and the brick connections.
• Check another outlet if the printer is still not powered on. The surge protector may have toggled off, or a GFI may have tripped. 
• If all power connections (printer end connection, power brick connection, power outlet connection) have been verified, and the printer still does not turn on, please contact Pivot Up Support and enable redirect on your POS stations for this printer as needed. We will likely need to order new hardware.

2. Printer not responding; Reboot the printer

• Turn the printer off, wait 10 seconds, and turn it back on. This resolves the majority of offline printers.

3. Check the paper

• Open the lid and make sure the paper roll is seated properly, feeding from underneath, with the lid fully clicked shut. Debris may also trip the printer's sensors. A blinking light often means a paper issue.

4. Check the network

• Printers connect to the local network with an Ethernet cable, located at the back of the printer. Reseat both ends of this network cable so both ends click in when you connect them. 
• If your POS station is also offline, the issue is likely your network — see our internet troubleshooting article.

Still offline?

Text or email Pivot Up Support with the printer Name/Location (e.g., "Expo printer" or "Printer1") and a photo of any lights or error screens. We can check its internal status remotely.