Troubleshooting when using Mac and Epson printers

If you are using the cash register system on a Mac in combination with the Epson bond printer and a separate cash drawer, you can check here how to resolve any issues.

Wiring of cash register devices

Requirements Checklist

Belbo can only control printers and cash drawers correctly if these devices are properly installed and wired, and you are using the Belbo Satellite and Chrome Browser. If the cash drawer does not open or receipts cannot be printed, this is always because at least one of these requirements is not met! Please check the following list carefully!

Only a single light should be lit on the Epson device (not blinking)

If yes: Everything is fine here
If no light is on: Is the device plugged in?
If a light is blinking: Is the paper tray closed properly? Is the paper out or loaded correctly?

Is there a connection between the PC and Epson printer-cash register via USB cable?

On Mac, check under System Settings > Printers & Scanners to see if the printer is recognized.
Click on the magnifying glass (usually at the top right of your Mac) and type "Printers & Scanners". Click on "Printers & Scanners" to see a list of all installed devices on your computer.

If your printer does not appear here, it must be reinstalled. Belbo can only access the printer once it is listed here and a test print is possible!

Is there a stable internet connection?

Test: Please open a website that has not been opened for a long time.
If the page does not load (or loads very slowly): Check your internet connection.

Is the Belbo Satellite on?

If not: Restart Satellite

Are you using the Google Chrome Browser?

Please do not use Firefox, Safari or similar.
Check that you are using Belbo with the Google Chrome Browser!

Possible problems and their solutions:

Error message during checkout: "Printer not available"

Go through the checklist above once more.

Umlauts or images are not printed correctly

Log in to the Office and open or activate the "Printer Connection" module under Settings
Check the "Printer Type" in the module (if anything other than your Epson model is selected, correct it)

Receipt is not cut off

Log in to the Office and open or activate the "Printer Connection" module under Settings
Check the "Printer Type" in the module (if anything other than your Epson model is selected, correct it)

Cash drawer does not open automatically when printing

Log in to the Office and open or activate the "Printer Connection" module under Settings
Verify that all settings are correct (see image).
Go through the checklist above.

The "Open Cash Drawer" button does not exist in the checkout process

Log in to the Office, open the "Printer Connection" module under Settings and enable the "Offer Open Cash Drawer button in Dashboard" checkbox.

Do you need further support?

We can support you in checking these issues.

Install the free Anydesk software on the computer on which you use the cash register: https://anydesk.com/
Make a phone appointment via the Belbo Help Chat (top right in the calendar)
Have your Anydesk number (usually 9 digits) ready for the scheduled appointment!