If you are using the cash register system on a Mac (MacBook, iMac, Mac Pro) in combination with the mPOP cash drawer-receipt printer combination, you can check here how to solve any problems.

Prerequisites Checklist

Is the device properly connected to the computer via USB cable?

Check that the USB cable is connected to the correct port on the mPOP drawer:

Only a single blue light should be illuminated on the mPOP device

• If yes: Everything is fine here
• If no light is on: Is the mPOP device plugged in?
• If a red light is on: Is the receipt drawer properly closed? Is the paper empty or not inserted correctly?

Tip: The receipt drawer can be opened by pressing against it.

Is there a stable internet connection?

• Test: Please open a website that hasn't been opened in a long time.
• If the page does not load (or loads very slowly): Check internet connection.

Restart Satellite

• Right click on Satellite icon > Exit
• Restart Satellite

Printer is available

• Is the mPOP cash register listed in the Mac's printer settings and available?
• To do this, click on the small magnifying glass (top right in the menu bar) and search for "Printers & Scanners".
• Open System Preferences from the suggestion list and check the list of installed printers.

Possible Problems and Solutions:

Red light on the mPOP cash register is lit: Is the receipt roll empty?

• Is the receipt roll inserted correctly?
• Is the paper empty?
• Solution: Insert a full receipt roll correctly and close the receipt drawer properly.

Tip: The receipt drawer can be opened by pressing against it.

Error message during checkout: "Printer not available"

• The mPOP cash register is probably being accessed simultaneously by another device. It can only be used either on the computer or via iPad.

Chinese characters are displayed on the receipt

Umlauts or images are not printed correctly

Receipt is not cut off

• Log in to the Office and open or activate the "Printer Connection" module in Settings
• In the "Printer Type" module check (if something other than mPOP is selected, correct it)
• Deactivate the module again

Cash drawer does not open

• Log in to the Office and open or activate the "Printer Connection" module in Settings
• In the "Printer Type" module check (if something other than mPOP is selected, correct it)
• Deactivate the module again

Cash drawer opens, but receipt is not printed

• Log in to the Office and open or activate the "Printer Connection" module in Settings

  In the "Printer Type" module check (if something other than mPOP is selected, correct it)

• Deactivate the module again

Test the printer again. If problems persist:

• Under Settings > Cash Register > Receipt Design > Receipt Structure check if anything is entered.
• If yes: Cut text and save locally (for example in a Word document)
• Save completely empty receipt structure field
• Test printing again and correct receipt structure outside of operating hours.
• The "Open Cash Drawer" button in the checkout process does not work

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

• Printing sometimes does not work or only works the second time

  • After prolonged inactivity, your browser may have activated power saving mode. This can be disabled.
  • For Chrome, you can find this setting here: Chrome Browser Settings -> Performance -> Disable Memory Saver Mode

Is the printer paused?

In that case, it needs to be resumed in the Mac's print queue.

In order for Belbo Support to see your screen and take control of your mouse and keyboard if needed, AnyDesk is used. The setup takes about 5 minutes – the most difficult part is granting macOS permissions.

Step 1 – Download and install AnyDesk

1. Open anydesk.com/de/downloads/mac-os and download AnyDesk.
2. Open the downloaded .dmg file and drag the AnyDesk icon to the Applications folder.
3. Start AnyDesk from the Applications folder.

Step 2 – Grant permissions (important!)

On first launch, AnyDesk displays a yellow warning icon next to your AnyDesk ID. This means: macOS has not yet granted permissions, without which support cannot access your screen.

Click on the warning icon to open the System Permission Status window. There you will see three permissions:

2a – Screen Recording

1. Click "Open Screen Recording preferences" in AnyDesk.
2. macOS automatically opens System Settings → Privacy & Security → Screen Recording.
3. Click the lock icon at the bottom left and enter your Mac password.
4. Check the box next to AnyDesk.
5. Confirm the restart of AnyDesk if macOS asks.

2b – Accessibility

1. Click "Request Accessibility" in AnyDesk.
2. macOS automatically opens System Settings → Privacy & Security → Accessibility.
3. Unlock the lock and check the box next to AnyDesk.

Step 3 – Share your AnyDesk ID with support

After successful setup, AnyDesk displays a 9-digit ID (e.g., 123 456 789). The warning icon is now gone or green.

Share this ID with Belbo Support – by phone or chat. Support will then connect from their side.

Permissions not working?

If AnyDesk still shows a warning icon after checking the boxes:

• Completely quit AnyDesk (Menu bar → AnyDesk → Quit AnyDesk) and restart it.
• Check in System Settings to make sure the checkbox next to AnyDesk is really checked – sometimes it reverts.
• If the checkbox is grayed out: Unlock the lock again, then check the box.
• On some Macs, AnyDesk must first be allowed as a background app via Settings → General → Login Items.

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

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?

This article helps you troubleshoot when payments are not being transferred correctly to your card terminal. If you are using a SumUp device, this article is not relevant for you.

Below you will learn which basic points you should check – including the communication test, the stability of the network connection, the correct IP address and port, and possible device settings such as login mode. In addition, it explains how you can test the connection with simple tests.

First Step: Perform Communication Test

To narrow down the problem, it is important to know whether the payment has already worked before. If this is the case, it is likely a network problem, which can be confirmed by the communication test in the "Card Terminal" function. Please first perform the communication test in the function and send this screenshot to the help chat or email to info@belbo.com, or take a photo with your phone if you cannot proceed on your own.

Examples

The screenshot created could look something like this:

In this case, the device is basically ready for use. Please check in a checkout process whether the payment arrives at the device. In principle, you can already click the "Display Text" button at the bottom left to check whether "BELBO" appears on the terminal's display. If this is the case, the communication is perfectly set up and payments will work. If this is not the case, the problem is with the terminal and can be analyzed using the terminal hotline.

An example of a status where the installation of the Satellite needs to be checked.

Here is a classic example of the terminal not being on the same network as the computer, possibly due to a WiFi switch.

Below are tips for resolving each test level of the communication test:

Level 1: Check Network Access in Browser

Depending on which step a problem occurs, you may be able to resolve the problem yourself. For example, it is necessary to use Chrome, Edge or Firefox and allow access to the local network in this browser. Please check with the help of the video whether access is allowed: https://www.youtube.com/watch?v=jIqkwOoKNHg.

Level 2: Check Belbo Satellite

Is the Belbo Satellite started and running? Check whether the Satellite is properly installed and running depending on your operating system: Installation Guide

Level 3: Check Device Accessibility

If the problem is that the device cannot be reached, there are the following options:

• Most common cause: You are not on the same WiFi as the device. Check whether the computer has accidentally switched to a guest WiFi.
• The card terminal has received a new IP address, the router has been changed
• Then you need to determine the IP address of the device again. This is described in detail in the setup article.
• If necessary, contact your network administrator to verify that the device's IP address is still correct.

Other Tips

The communication test is successful, but the payment process is not being transferred. A symbol of a crossed-out cash register appears on the device.

Alternatively, enter the following in the Login tab in Belbo:

The communication test is successful, but payment processes are (partially) not being transferred to the device.

To do this, right-click on the belbo Satellite icon in your taskbar and select "EC-Status":