Toast Device Troubleshooting Guide

Terminal Not Printing Receipt/Kitchen Tickets:

1. Device Should be on Ethernet or TST wifi. A common issue that can lead to a specific terminal not printing tickets is being connected to the Guest Wifi.
2. Most POS Terminals draw network connectivity from their receipt printer. Check that the receipt printer is turned on and the ethernet cable is not damaged. Firmly unplug and replug it in at both points. Replace if needed.
3. Unplug the power/data cable that leads from the printer to the terminal and plug it firmly back in. Then power on the Terminal. occasionally the data cable can become partially unplugged allowing power transfer but no data.
4. If the Terminal is printing kitchen tickets but not receipt tickets make sure the receipt printer is on and on the terminal in Device Setup make sure the correct receipt printer is selected. You can run a self test on the printer to get it's IP address for comparison.

Printer Not Printing From Any Terminal:

1. Perform a self test to confirm the printer is feeding paper and the hardware is functioning correctly.
2. Replace the ethernet cable.
3. Sometimes an employee will switch the wall port the device is plugged into while troubleshooting. If the above doesn't work. Perform a self test while plugged into each available port until the test gives you a valid IP address. IP should begin with a 10.xxx.xxx.xxx. If you get a 192.xxx.xxx.xxx number that means it was unable to find the network and you can move to the next port. If all give bad or no IP address return the plug to it's orginal port before moving on.
4. If you get a good IP address but no tickets contact IT with the IP address of the device. We will check if it has changed IP and needs to be updated on the back end.

Misc. Troubleshooting (Please check all before contacting IT):

1. Is the device powered on. Receipt Printers can show an LED of Orange, Blue or Yellow when powered off. LED above the power button should be Green.
2. Make sure the device is connected via Ethernet cable or TST wifi. Devices are often switched to the Guest Network by employees when they are troubleshooting.
3. Check for any error lights such as a blinking red light on printers or a toast Notification at the top of the screen. Feel free to contact IT directly if you have either of these.
4. Make sure the correct paper is being used for Receipt (78-80mm Thermal paper) and Kitchen Printers (varies) and it is being installed correctly (Pulled up from underneath the roll, not over the top). You can always perform a self test to confirm functionality.
5. If an ink printer is being used ensure the ink ribbon is replaced if needed and installed correctly. The ink ribbon should slide over the metal flange, not behind it.
6. Power cycle the device. Turning it off and back on can clear some intermittent errors.