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Keep the saved order reference first. A missing receipt or a closed drawer does not by itself mean the payment failed, and printing another receipt should not require taking payment again.

Identify the failing step

1. Confirm the actual saved-sale and payment status using the relevant order and payment evidence.
2. Record the intended output: receipt, gift receipt, emailed receipt or drawer action.
3. Identify the browser/app, printer model and connection route.
4. Check the printer’s power, paper and any cover or error indication using its manufacturer instructions.
5. For browser printing, review the selected destination and layout. For WebPRNT, review the confirmed route and saved printer address.
6. Keep the exact on-screen error and whether any paper or drawer action occurred before deciding to retry.

Receipt missing

Check whether an automatic print was expected, whether a print dialog or queue is waiting and whether a copy has already emerged. Use the same saved order’s receipt controls for an approved reprint; resolve an uncertain result before issuing several copies.

Receipt printing is slow or appears delayed

1. Keep the saved order reference and check whether the receipt has already printed or a job is waiting. Do not complete another sale to investigate a printing delay.
2. Record where the delay occurs: before a print preview appears, while a job is waiting, or before the printer starts producing paper. Note the approximate time for each stage and any message shown.
3. Record the device, browser or printing app, printer model and connection route. Note whether it affects one checkout or more than one, and whether it started after an update or configuration change.
4. Check power, paper, cover and printer error indications using the manufacturer's instructions. Record any waiting print jobs before attempting another copy.
5. If a controlled comparison is needed, use an agreed reprint of an existing saved receipt. Confirm the intended printer first and identify the output as a test copy. Compare one result at a time rather than repeatedly sending the same job.
6. Give support the order reference, timings, route, errors and comparison results. For a managed silent-printing setup, ask the device administrator to review its agreed maintenance process.

For example, a preview that opens promptly followed by a long wait for paper is a different observation from a delay before any print controls appear. Record the actual sequence; it does not by itself establish the cause.

Keep the working browser profile and local-order data intact. Avoid changing several browser startup options, clearing storage or reinstalling while investigating a delayed receipt. See ordinary browser printing checks and managed silent-printing preparation.

Drawer did not open

Review the intended printer/drawer connection and the specific action used. Print Receipt & Open Drawer, Open Drawer Only and the Print email confirmation to open the cash drawer setting are distinct parts of the workflow. A delivered email does not establish that a drawer command reached the hardware.

Example: email sent, drawer closed

Keep the order reference and confirm the email action’s result. Then check the drawer/output route and setting rather than sending the receipt repeatedly or taking another payment.

Offline or interrupted operation

Preserve the local order reference and device data. Check whether the order is local or synchronised before expecting an online email or order action to be available. Do not clear browser storage as a printing repair.

Receipt actions · Output settings · Local orders.