Docket Printer/Cash Draw option greyed out and not working!

[gametradersHO]

Hi Everyone!

One of the stores I look after has come in this morning, and the docket printer and cash drawer are not functioning.  Upon investigation, the check-box to "Use Docket Printer" and "Use Cash Drawer" are both unchecked and greyed-out!  So they can't be selected at all!

Drivers have been uninstalled and re-installed.

Machines have been reset.

Machines have had connections all checked.

Docket printer prints from Notepad just fine.

What's happened here, and how can we get a fix?

[Kym__Yeoward]

Stuart Donaldson of Donaldson's IT is a Retail Manager expert and may be able to help.

[MikeADax]

Possibly a permissions issue? RM requires full administrative privileges to read and write to the windows registry, that's where it stores settings for printers. What version of Retail Manager & Windows have you? And is it setup usually via serial (or virtual com port) or USB connection as a windows printer?

[gametradersHO]

Still nothing Printer is recognised by MYOB and so is the register.
MYOB is V11 running Win7. RM has full permission
Connected via USB

[MikeADax]

v11 of RM requires your USB printer to have a virtual com port, it won't work with just the regular windows printer drivers. Can you go to the windows control panel, then into system, and into the device manager, take a look under ports and see if you can see a COM port number with your printer's name..

What make and model of printer are you using?

[Sebastien_D]

Hey @gametradersHO,

Thanks for your query.

We hope you find SqueePOS information above most helpful. Have you also tried updating to the latest RetailManager version 12? Looking at your account on our database it appears you have a full subscription so you are entitled to the update.

Please let us know how you go as we are happy to assist further.

[BacchusGT]

Hi there,

thanks for the Help.

the printer is an Epson TM T88V that was working fine till tuesday morning.

attached is screen shot of the device manager

[Sebastien_D · Accepted solution]

Welcome to the Community Forum @BacchusGT, we hope you find it beneficial for your MYOB queries.

I believe you are uploading the screenshot on behalf of GameTraders? If so, have you already tried to reconnect the Epson TM T88V through the top toolbar Setup > Hardware in the program? Have you also tried reinstalling the printer under a different COM port?

Please let us know how you go as we are happy to assist further.