Currently we support only countertop printers. For troubleshooting countertop printers (Model 350), the main steps for locating the problem are listed below:

• Checking the basics
• Performing a Hex dump - advanced troubleshooting
• Resetting a printer

📝 Only one printer can be powered on at a time during setup. Also, due to the nature of Bluetooth, you can connect multiple Bluetooth printers to one device, but you cannot connect multiple devices to the same Bluetooth printer.

Checking the basics

Check to see if the paper is loaded correctly. Follow the instructions for whether your countertop receipt printer is set up with a Bluetooth or a wired connection.

Bluetooth connection

If you are having problems printing to the receipt printer:

• Tap the Home button on the POS device.
• Tap Settings on the home screen.
• Tap Bluetooth and ensure it is enabled.
• Tap the desired device to pair with the POS application.
  
  📝 If prompted, provide the standard PIN i.e. 0000.
  
  
• Log in to the POS.
• Tap the hamburger menu icon in the top left to display the flyout menu.
• Tap My Hardware.
• Tap Add to add the desired printer type, such as Network, Bluetooth, and USB.
• Check for the printer and verify it shows as Connected.

If this didn't solve the problem:

• Ensure all other POS app printers are off.
• Tap the Home button on the POS device.
• Tap Settings on the home screen.
• Tap Bluetooth.
• Check for the required printer device name and tap Forget this device.
• Tap the desired device to pair the device again.
• Log in to the POS.
• Tap the hamburger menu icon in the top left to display the flyout menu.
• Tap My Hardware.
• Select the required printer device name and then tap settings icon for the corresponding printer. The Printer Details screen appears.
• Tap Delete.
• Tap the Home button on the POS app device.
• Tap Settings on the home screen.
• Tap Bluetooth and make sure it is enabled.
• Search and select the desired printer.
• Enter the PIN (0000) and tap Pair to pair the printer to the POS device.
• Check for the printer and verify that it shows as Connected.

If this didn't solve the problem, please contact customercare@ncrsilver.com

Wired connections

• Turn the printer on.
  
  • If you cannot turn it on, ensure the power connections are secure.
    
  • If you can turn it on, continue with step 3.
    
• Ensure the Ethernet cord is correctly plugged in to the router and the printer.
• Ensure the Ethernet lights on the back of the printer and on the router are on.
  
  • If the lights are not, you do not have a solid connection to the router.
    
  • If the lights are on, continue with Advanced Troubleshooting.
    (Lakshmi/Francis, where is this Advanced Troubleshooting?)

Performing a hex dump (for wired connections only)

If you complete the basic troubleshooting and you still cannot print receipts, use this procedure to perform a hex dump for the printer. This is a little more complicated than the basic troubleshooting, so please call Customer Care if you want guided assistance on completing this process.

We need to compare the IP address of the printer to the IP address on your iOS device to ensure they match. To do this:

• Turn the printer off.
• Press and hold the FEED button while turning the printer back on until it stops beeping. Wait a few seconds until the printer prints the first printer status receipt.
• Press the FEED button again after it stops printing. A second receipt will print (you can discard this one). Wait for the printer to print a printer status receipt (also known as hex dump).
• Look for the line that begins with IP ADDR under the ETHERNET SETTING section.
• Log in to the POS.
• Tap the hamburger menu icon in the top left to display the flyout menu.
• Tap My Hardware.
• Select the required printer device name and then tap settings icon for the corresponding printer. The Printer Details screen appears. Your printer's IP address will be displayed under Connection type.
• Verify the numbers match. If they match, continue with step 10; otherwise, skip to step 11.
• Tap Test for the desired printer in My Hardware to print test receipt. If it printed, you are done.
• Select the required printer device name and then tap settings icon for the corresponding printer. The Printer Details screen appears.
• Edit and enter the IP address, from the printer status receipt you previously printed.
• Tap Test for the desired printer in My Hardware to print test receipt. If it printed, you are done.
  
  • Yes? You are all done!
    
  • No? Reset the printer using the instructions below.
    

Resetting the countertop receipt printer

• Make sure the receipt printer is turned on.
• Open the receipt printer lid.
• Pull an inch of the paper over the top of the receipt printer’s roller to extend beyond the cutting edge. The receipt printer starts to beep slowly.
• Press and hold the FEED button for five seconds. When you hear a continuous beep, release the FEED button. When you hear a rapid beep, close the lid.
• Connect your POS device to the printer's network.
  
  💡 Use the IP address printed on the chit to connect the network printer with the POS.

If you are still having issues printing, please contact customercare@ncrsilver.com

Technical support

If you have a technical/support issue, open a case using one of the following methods. When submitting a case, the following information helps our team resolve your issue more quickly:

To open a case:

• Call or text the support line: (877) 270-3475.
• Email customercare@ncrsilver.com. A case number is returned to you.

To submit a case, include the following:

• Your name, phone number and/or email address.
• Business name and location and/or active subscription number.
• Description of issue and what has been done to troubleshoot the issue so far.

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