Hardware Maintenance Overview

Jump To:

• The Printer is Not Printing Tickets
• The Printer is Out of Paper and/or Not Feeding Paper
• Kiosks Displaying the Message “Network Disconnected”
• Kiosk Displaying the Message “This machine is taking a break”
• Kiosk Displaying Message “Shop Closed”
• KDS is not Populating Tickets
• Bump Bar is Not Working

The Printer is Not Printing Tickets

1. Ensure both the power cable and the ethernet cable securely connected to the wall and the printer.
2. Turn the printer off by pressing the power switch, wait 5 seconds, then turn the printer back on.
3. If this does not resolve the issue, please print a configuration page.
4. For further assistance, please refer to our comprehensive printer troubleshooting guide or contact our support team at [phone] or email [e-mail]. 

The Printer is Out of Paper and/or Not Feeding Paper: 

1. Turn off the printer.
2. Press the open lever to open the printer cover.
3. Gently push the roll into place until it is touching the lower black button. If the lower button is not depressed by the paper roll, the error light will flash.
4. With the paper feed hanging out the front of the printer, close the cover by pushing it down onto the paper until it clicks.
5. Turn the printer back on.
    

 

Receipts are Printing Out Blank:

• The paper may have been loaded in reverse. The thermal receipt paper will only print on one side.
• If the paper was loaded correctly, try reloading with a new roll of paper as the one being used may be non-reactive to the thermal heat.
• For further assistance, please refer to our comprehensive printer troubleshooting guide or contact our support team at [phone] or email [e-mail]. 

Kiosks Displaying “Network Disconnected” Error:

1. Press the Home button and Power Button on the back of the Elo device to exit the kiosk app and to display the lock screen.
2. On the lock screen, swipe up and enter the passcode. If you need this information, please contact our support team at [phone] or email [e-mail]. 
3. On the home screen tap on the three horizontal bars on the top right corner of the screen.
4. Tap and hold the Wifi logo.
5. Ensure the kiosk is connected to the correct network

Kiosk Displaying the Message “This machine is taking a break”:

• Please contact our support team at [phone] or email [e-mail] 

Kiosk Displaying Message “Shop Closed”:

• This message indicates the current time is outside of the shop’s set hours. Kiosks will not work outside of set shop hours. 
• Please check in Oneview if hours are correct and refer to this guide to update the hours if needed.
• For further assistance, please contact our support team at [phone] or email [e-mail]. 

KDS Not Populating Tickets:

• Ensure that both the power cable and the ethernet cable are securely connected to the wall and the printer.
• Ensure that you are not currently viewing completed tickets or "Bumped" tickets and the title is showing "Preparing" 
  • Click Switch View on the Bump Bar to see recent orders
• If you’ve confirmed cables are secured and you’re in the correct view, reset your KDS.
  • Resetting KDS:
    • Press and hold the power button on the Chromebox until the screen goes black -> Wait 5 seconds -> Press and hold the power button again to turn on the device.
      

Bump Bar is Not Working:

• Ensure the USB cable from the bump bar is plugged into the Chromebox.
• If the bump bar still isn't working, reset the bump bar by unplugging the bump bar's USB then plugging it back in. 
• If you find damage to the USB cable or the bump bar experienced any liquid damage, please contact our support team at [phone] or email [e-mail] for replacement assistance. 

Please refer to this advanced KDS guide or contact support for further assistance.