Troubleshooting When Using PC and mPOP Register

If you use the cash register system via a PC in combination with the mPOP cash drawer-receipt printer combination, you can find solutions to problems here.

Prerequisites 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:

Only a single blue light should be on the mPOP device

• If yes: Everything is fine here
• 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 empty or inserted 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 recognized.
• 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 Solutions:

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

• 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.

Further explanations about the red flashing and its meaning can be found here (English).

Error message in the checkout process: "Printer not reachable"

• The mPOP register is probably being accessed in parallel 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 device

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

Restart the printer

Umlauts or images are not printed correctly

Log into the Office and open or activate the "Printer connection" 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 into the Office and open or activate the "Printer connection" 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 into the Office and open or activate the "Printer connection" 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 into the Office and open or activate the "Printer connection" 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:

• Under Settings > Cash Register System > Receipt Design > Receipt Structure check 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 the print again and correct the receipt structure outside of operation.
• The "Open cash drawer" button in the checkout process does not work
  • Log into the Office, open the "Printer connection" module in Settings and enable the "Offer open cash drawer button in Dashboard" checkbox.
• Printing sometimes doesn't work or only works on the second try
  • After a long period of inactivity, your browser may have enabled power saving mode. This can be disabled.
  • For Chrome you can find this setting here: Chrome Browser Settings -> Performance -> Disable Memory Saver Mode