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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