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Troubleshooting when using PC and mPOP cash register

If you are using the cash register system on a PC in combination with the mPOP cash drawer-bond printer combination, you can find troubleshooting solutions here.



Requirements Checklist

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

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

Source: https://www.star-m.jp/products/s_print/mpop/manual/en/installing/connectingUSBCable.htm

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

  • If yes: Everything is okay

  • If no light is on: Is the mPOP device connected to power?

  • If a red light is on: Is the receipt drawer properly closed? Is the paper out or not loaded correctly?

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

Is there a connection between the PC and mPOP register via USB cable?

  • Check in the PC under System Settings > Printers & Scanners to see if the mPop register is detected.

  • If not: Reconnect the mPOP register

Is there a stable internet connection?

  • Test: Please open a website that hasn't been opened in a long time.

  • If the page doesn't load (or loads very slowly): Check your internet connection.

Restart Satellite

  • Right-click on Satellite icon > Exit

  • Restart Satellite

Possible problems and their solutions:

Red light on the mPOP register is on: The receipt roll is probably empty or the receipt roll compartment is not closed correctly.

  • Is the receipt roll loaded correctly?

  • Is the paper out?

  • Solution: Load a full receipt roll correctly and close the receipt drawer properly.

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

For more information on red flashing and its meaning see here (English).

Error message during checkout: "Printer not available"

  • The mPOP 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

  • Open or install the "Star Printer Utility" application if necessary

  • Select the device

  • Under "Printer Settings" select the "Reset Defaults" option

  • Restart the printer

    • Umlauts or images are not printed correctly

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

  • Check "Printer Type" in the module (if something other than mPOP is selected, correct it)

  • Deactivate the module again

    • Receipt is not cut off

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

    • Check "Printer Type" in the module (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 Integration" module in Settings

    • Check "Printer Type" in the module (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 Integration" module in Settings

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

    • Deactivate the module again

    Test the printer again. If problems persist:

    • Check under Settings > Cash Register System > Receipt Design > Receipt Structure to see if anything is entered.

    • If yes: Cut the text and save it locally (for example in a Word document)

    • Save a completely empty receipt structure field

    • Test printing again and correct the structure outside of active operation.

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

      • Log in to the Office, open the "Printer Integration" module in Settings, and enable the "Offer Open Cash Drawer Button in Dashboard" checkbox.

    • Printing sometimes doesn't work or only works the second time

      • After a long period of 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 Saving Mode

    Troubleshooting iPad and mPOP Register Usage

    If you are using the Belbo cash register system on an iPad in combination with the mPOP cash drawer-bond printer combination, you can check here how to solve any problems.



    Prerequisites Checklist

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

    • If yes: Everything is fine

    • If no light is on: Is the mPOP device connected to power?

    • If a red light is illuminated: 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 the Belbo App being used?

  • In the iPad's browser (Safari or Chrome), no connection to the cash register can be established, so you must use the Balance App to open the drawer and print receipts.

  • Open the Belbo App and try the print process again.

  • If it is not installed: Search for "Belbo" in the AppStore app on the iPad and download the Belbo Balance app.

    • Is there a Bluetooth connection between iPad and mPOP cash register?

    • On the iPad, check under Settings > Bluetooth to see if the mPOP cash register is detected.

    • If not: Reconnect the mPOP cash register

    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 the internet connection.

    Is the location address entered?

    • Check under Settings > Location Settings to see if an address is stored.

    Possible Problems and Their Solutions:

    Cash drawer does not open and receipt is not printed

    • Open the Belbo App, log in if necessary.

    • Tap the blue icon in the top left.

    • Does it say "Open Cash Drawer" at the bottom? Does anything happen after clicking the button? (If not: Check Bluetooth connection, see above)

    • Click on "Receipt Printer" at the bottom.

    • Click on "Bluetooth Cash Register" here.

    • Click on "Select Printer" here.

    • The cash drawer should open and a small test receipt should come out.

    • If not: Log out and log in again in the app and test again.

    • If not: Uninstall and reinstall the app and reconnect.

    Red light on the mPOP cash register is on: 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 cash transaction: "Printer not available"

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

    Activation on the iPad:

    • Log into Belbo Office in the computer's browser and open or activate the "Printer Connection" function

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

    • Umlauts or images are not printed correctly

    • Log into Office and open or activate the "Printer Connection" module under Settings

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

    Receipt is not cut off

    • Log into Office and open or activate the "Printer Connection" module under Settings

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

    Cash drawer does not open

    • Log into Office and open or activate the "Printer Connection" module under Settings

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

    Cash drawer opens but receipt is not printed

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

    Test the printer again. If problems continue:

    • Check under Settings > Cash Register System > Receipt Design > Receipt Structure to see if anything is entered.

    • If yes: Cut the text and save it locally (for example in a Word document)

    • Save a completely empty receipt structure field

    • Test printing again and correct the receipt structure outside of active operation.

    • The "Open Cash Drawer" button in the cash transaction does not work

      • This button is not used in the iPad app!

      • Log into Office, open the "Printer Connection" module under Settings and deactivate the checkbox "Offer Open Cash Drawer button on dashboard".

    The calendar is slow

    Belbo places great importance on the performance (stability and speed) of your calendar. If you nevertheless notice that the calendar is slow, you can perform the following tests:

    • Try from your mobile phone (make sure WiFi is disconnected). This way you can find out if it's due to your WiFi.
    • Please disconnect and reconnect your WiFi connection.
    • Please restart your computer.
    • Please restart your router.
    • Is the Google Chrome browser being used?
    • Are other pages (e.g. https://www.google.com/) quickly accessible?
    • Is a firewall being used? This can cause problems. As a rule, the security features of modern operating systems (Windows, MacOS) are sufficient without needing an extra firewall.