---
title: "Cash drawer troubleshooting (ROLLER Connect)"
slug: "cash-drawer-troubleshooting-roller-connect"
updated: 2026-06-16T12:44:11Z
published: 2026-06-16T19:05:31Z
canonical: "mysupport.roller.software/cash-drawer-troubleshooting-roller-connect"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://mysupport.roller.software/llms.txt
> Use this file to discover all available pages before exploring further.

# Cash drawer troubleshooting (ROLLER Connect)

Use the below guide to diagnose and fix any issues related to your cash drawer not opening at POS.

> [!WARNING]
> This article refers to troubleshooting cash drawers if you're using ROLLER Connect to manage printing. If you're using production management, refer to the guide [Get started with cloud printing for production management](/v1/docs/get-started-with-cloud-printing) and your printer manual.

## Step1: Can you print a receipt?

> [!NOTE]
> The cash drawer connects to and is controlled by the receipt printer; therefore it will only open when something is printed.

This will determine if the issue is with the cash drawer or with the printer.

1. Log in to ROLLER POS.
2. Select **More.**
3. Select **Activity.**
4. Select a recent transaction.
5. Select the blue **Receipt** button to print a receipt.

**Did a receipt print?**

- No - there is a problem with your printer. Read the article [receipt printing troubleshooting guide](/v1/docs/receipt-printing-troubleshooting-roller-connect) to fix.
- Yes - proceed to step 2.

## Step 2: Can you open the cash drawer manually?

If the drawer is manually locked or there's an obstruction preventing it from opening then the POS will not be able to open the drawer.

1. **Unlock the cash drawer -** Use the key provided with the cash drawer to check it is unlocked.
2. **Check for obstructions -** Open the cash drawer fully and remove any obstructions which might be preventing the cash drawer from opening. Some cash drawers have a manual eject latch on the bottom of the drawer which you can use to check this.

**Does the cash drawer open when you print a receipt now?**

- No - proceed to step 3
- Yes - great, roll on.

## Step 3: Check the cable connection

Follow the steps outlined in the **Connecting the cash drawer to your printer section** of [this article](/v1/docs/set-up-cash-drawers-to-open-automatically-roller-connect).

**Does the cash drawer open when you print a receipt now?**

- No - proceed to step 4
- Yes - great, roll on.

## Step 4: Check the printer settings

The cash drawer settings need to be configured within the Windows **printer & scanners** settings (the exact location of these settings varies across printers).

Select the links below for a step-by-step guide on configuring:

- [Epson TM-T88V, TM-T20ii, TM-T82ii and TM-M30 printers](/v1/docs/set-up-cash-drawers-to-open-automatically-roller-connect#configure-your-cash-drawer-to-open-for-epson-printers)
- [Star TSP100 and MCP31 printers](/v1/docs/set-up-cash-drawers-to-open-automatically-roller-connect)

If you are using **ROLLER Connect Windows Service**, you must review both **Printing Preferences** and **Printing Default Settings** for the cash drawer.

**For any other printer models** please refer to your printer manual or continue to step 5.

**Does the cash drawer open when you print a receipt now?**

- No - proceed to step 5
- Yes - great, roll on

## Step 5: Contact your IT/technical support

> [!WARNING]
> Don't contact ROLLER Support regarding any cash drawer issues.

After following all of the above steps, if your receipts are printing but your cash drawer won't open, then you may have a faulty cash drawer. Please contact your venue's IT/technical support or your cash drawer supplier for further help with this.

## Related

- [Can I make my cash drawer open without printing a receipt?](/can-i-make-my-cash-drawer-open-without-printing-a-receipt.md)
- [Manage individual POS device settings](/manage-individual-pos-device-settings.md)
- [Receipt printing troubleshooting (ROLLER Connect)](/receipt-printing-troubleshooting-roller-connect.md)
- [Set up cash drawers to open automatically (ROLLER Connect)](/set-up-cash-drawers-to-open-automatically-roller-connect.md)
- [Configure POS to print receipts (ROLLER Connect)](/configure-pos-to-print-receipts-roller-connect.md)