CognitiveTPG A799II - Manual (Page 29)

Chapter 4: Using the Printer 29
09/2013 A799-2UG0000 Rev. A A799II Two-Color Thermal Receipt Printer: User Guide
Troubleshooting the printer
The printer is simple and generally trouble-free, however unexpected conditions may arise. Use the charts below to
diagnose and solve these printer conditions, or use the interactive tech support tool at www.CognitiveTPG.com. To resolve
complex issues, you may need to contact a service representative.
If unexpected conditions arise while installing the USB driver, take a look in the FAQ section located at
www.CognitiveTPG.com.
Printer tone and green LED
Condition Possible causes What to do Where to go for more information
Green LED, quick steady Paper out Load a new paper roll Chapter 3: Setting up the Printer,
flashing “Load or change the receipt paper”
(See page 14)
Receipt cover open Close the cover
Knife unable to home Stop using the printer Contact your authorized service
representative.
Green LED, slow steady Paper is low Load a new paper roll Chapter 3: Setting up the Printer,
flashing (if paper low sensor is “Load or change the receipt paper”
installed) (See page 14)
Other problems may Stop using the printer Contact your authorized service
be indicated representative
Printer beeps Printer has been turned No action is required
(two-tone—low frequency, on and is ready to operate
high frequency)
Printer beeps and flashes These all indicate serious Stop using the printer Contact your authorized
green LED in various conditions service representative
combinations
Printing issues
Condition Possible Causes What to Do Where to Go
Colored stripe on Paper is low Change the paper Chapter 3: Setting up the printer,
the receipt “Load or change the receipt paper”
(See page 14)
Receipt does not come Paper is jammed Open the receipt cover,
out all the way inspect the knife, and clear
any jammed paper
Printer starts to print, but Paper is jammed Open the receipt cover,
stops while the receipt is inspect the knife, and clear
being printed any jammed paper
Receipt is not cut Paper is jammed Open the receipt cover,
inspect the knife, and
clear any jammed paper