How do I troubleshoot my printer or docket issues?

How do I troubleshoot my printer or docket issues?

If your printer isn’t working or auto-printing isn’t functioning, follow this guide to resolve issues quickly and efficiently.
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My printer is not working, what do I do?

  • Make sure the printer is turned on.
    1. Verify the power light is on.
    2. Refill the paper roll if it's empty.
    3. Red lines on the receipt indicate the paper roll is running low.
  • Check the paper roll.
    1. Refill the paper roll if it's empty.
    2. Red lines on the receipt indicate the paper roll is running low.
  • Restart your device.
    1. Restart the klikit app and reconnect your printer.
  • Use the most updated version of the klikit app.


    • Common Printer or Docket Issues

    1. Why is the printer not printing the docket?

      1. Ensure your device is within 15–20 feet of the printer.
      2. Check for interruptions that may be caused by other Bluetooth devices that are turned on
      3. Clear the printer’s connection history with other apps.

    2. Why is auto-printing not working?

      1. Auto-printing is a feature where docket receipts will automatically print when their order statuses are moved to “Accepted” or “Ready.”
        1. Test Manual Printing: Select an order and try printing it.
        2. If Manual Printing Works: Contact Support with:
          1. Affected order numbers
          2. Approximate time the issue began
        3. If Manual Printing Fails: Restart and reconnect your printer.

    3. Why is the USB Printer not being detected?

      1. Update your klikit app to the latest version.
      2. Restart the klikit app after updating.
      3. The “USB Devices” pop-up should now appear.

    4. Why is my Bluetooth Printer not connecting?

      1. Update your klikit app to the latest version.
      2. In the klikit app, navigate to the Locations tab and confirm the printer type is set to “Bluetooth.”
      3. Restart the printer.
      4. Unpair and pair the printer again in your device settings.

    5. When will my order invoice print?

      1. If your ‘Auto-Accept Orders’ feature is enabled, the invoice will be printed when the order is received on the klikit app.
      2. If your ‘Auto-Accept Orders’ feature is disabled, (i.e. you accept orders manually), the invoice will be printed once you accept the order. 

    6. Why are there red lines being printed out on my invoice?

      1. When you start to see red lines on your receipt, this indicates you are running low on paper and need to refill!

    7. Why is the printer printing random characters?

      1. This typically happens when the printer is not ready for use or has been used for too long. You can troubleshoot this by:
        1. Restart the printer or turn it off for 2–5 minutes to cool down.
        2. Reconnect the printer by following these steps.

    8. Why is are the order details empty/ not appearing on the docket?

      1. This typically happens when there are discrepancies between the menu data in the food-delivery apps (e.g., GrabFood, Uber Eats) and klikit. This may occur after menu edits or out-of-stock (OOS) item updates. You can troublshoot this by:
        1. Ensure the menu in klikit matches the provider’s menu.
        2. Follow these steps to resolve discrepancies.

    9. Why is the price not appearing on the docket? 

      1. This typically happens due to mismatched printer settings or selecting the incorrect paper size. You can troubleshoot this by:
        1. Confirm printer settings match the paper size being used.
        2. Adjust font size in the printer settings to improve printing results.
        3. Refer to the images below for guidance.




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