--- title: "Receipt printing troubleshooting (ROLLER Connect)" slug: "receipt-printing-troubleshooting-roller-connect" updated: 2026-06-16T12:44:16Z published: 2026-06-16T19:05:31Z canonical: "mysupport.roller.software/receipt-printing-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. # Receipt printing troubleshooting (ROLLER Connect) > [!NOTE] > This article refers to troubleshooting receipt printing when using ROLLER Connect to manage printing at your venue. If you're using cloud printing, refer to [this guide](/v1/docs/get-started-with-cloud-printing). Follow the steps in this article if you're experiencing difficulties printing receipts through ROLLER POS using ROLLER Connect. > [!NOTE] > If your venue has a firewall, make sure port 2468 is open. ## 1. Can you print a test page? This will determine if the issue is with the printer or with the connection between ROLLER and the printer. [Embedded content](https://fast.wistia.com/embed/iframe/19cgt82o66) 1. From the Windows search menu, search for **Printers & scanners**. 2. Right-click on your receipt printer and select **Manage**. 3. Click **Print a test page**. **Did the receipt printer successfully print a test page?** - Yes - then proceed to [Step 3](/v1/docs/receipt-printing-troubleshooting-roller-connect#h_4c010a6b-0acc-474d-be6e-5125f6fbc16e) - No - continue onto [Step 2](/v1/docs/receipt-printing-troubleshooting-roller-connect#h_b4a460da-b1c0-4618-9a2b-77e53d7f780b) ## 2. Check your printer settings > [!WARNING] > If you are unable to print a test page, then the issue you are experiencing is a localized hardware issue that is not related to ROLLER. Please contact your venues IT/technical support representative to resolve this issue. **Do not contact ROLLER support.** However below are some common scenarios to check: - **Out of paper** - Open up your printer and check if there is paper. - **Power** - Is the power status light illuminated? Does paper feed when you press the feed button? - **Printer not available** - Check the cables connecting your printer to your POS. - **Restart** - Often shutting down & restarting Windows can resolve the connection issue. - **Faulty drivers** - Many printer issues are due to faulty or outdated drivers. Instructions on how to find the correct drivers for your printer are usually delivered with the printer. Otherwise, they can usually be found online if you search for your printer make and model. *It is best to get help from your technical specialist before attempting to install any new drivers on your POS.* **Can you print a test page now?** - Yes - then proceed to [Step 3](/v1/docs/receipt-printing-troubleshooting-roller-connect#h_4c010a6b-0acc-474d-be6e-5125f6fbc16e) - No - call your IT/ technical support representative to assist (not ROLLER support). ## 3. Is ROLLER Connect running? > [!NOTE] > ROLLER Connect is the service which connects ROLLER POS with your printer and automates the receipt printing process. **How to check if ROLLER Connect is running** - If [ROLLER Connect Legacy](/v1/docs/install-roller-connect) is running, you will see the ROLLER logo in the bottom Windows task tray. If ROLLER Connect is **not** running, follow our guide to [restart ROLLER Connect.](/v1/docs/restart-roller-connect-legacy) Note that there is no task tray icon if using [ROLLER Connect Windows Service](/v1/docs/install-roller-connect). [![ROLLER Connect in task tray](https://cdn.us.document360.io/23700755-951c-4b69-8afe-ec8b33c6c689/Images/Documentation/360002729496.png)](/v1/docs/restart-roller-connect-legacy) - If ROLLER Connect Legacy or ROLLER Connect Windows Service is **not** running (POS can't connect with it), you will see a red banner across the top of your screen saying **ROLLER Connect is offline** like this: ![Screen_Shot_2020-04-15_at_3.30.05_pm.png](https://cdn.us.document360.io/23700755-951c-4b69-8afe-ec8b33c6c689/Images/Documentation/360004115156.png)If you see this banner and are using ROLLER Connect Legacy, follow our guide to [restarting ROLLER Connect](/v1/docs/restart-roller-connect-legacy). If using ROLLER Connect Windows Service, contact [the support team](/v1/docs/contact-roller-support) for assistance. **ROLLER Connect is now running - can you print a receipt from POS now?** - No - then proceed to [Step 4](/v1/docs/receipt-printing-troubleshooting-roller-connect#h_2d14568b-6836-453e-bcf0-25249c3e10fb) - Yes - great, roll on. ## 4. Check POS Hardware & Device settings 1. In the bottom-left corner of POS click **More** ![more.png](https://cdn.us.document360.io/23700755-951c-4b69-8afe-ec8b33c6c689/Images/Documentation/360003972235.png) 2. Navigate to **Settings** > **Hardware** 3. Check that **Use ROLLER Print Service** is set to **Yes**. If it isn't, switch it to **Yes** and hit **Save Settings**. ![use_ROLLer.png](https://cdn.us.document360.io/23700755-951c-4b69-8afe-ec8b33c6c689/Images/Documentation/360003972295.png) 4. If you want your receipts to print automatically after each transaction, navigate to **Settings** > **Device** 5. Check that **Auto print receipts** is set to **Yes**. If it isn't, switch it to **Yes** and hit **Save Settings**. ![screenshot-pos.rollerdigital.com-2020.04.16-11_06_12__1_.png](https://cdn.us.document360.io/23700755-951c-4b69-8afe-ec8b33c6c689/Images/Documentation/360003972355.png) **The hardware & device settings are correct - can you print a receipt from POS now?** - No - then proceed to [Step 5](/v1/docs/receipt-printing-troubleshooting-roller-connect#h_5e4d83fb-9476-4029-8656-21e448f01818) - Yes - great, roll on. ## 5. Check Windows print settings [Embedded content](https://fast.wistia.com/embed/iframe/luwpi1oxn5) 1. From the Windows search menu, search for **Printers & scanners;** 2. Under the list of printers, make sure the checkbox **Allow Windows to manage my default printer** is not ticked. 3. Click on your receipt printer in the list of printers and click **Manage**. 4. Click **Set as default**. **The Windows print settings are correct - can you print a receipt from POS now?** - No - then proceed to [Step 6](/v1/docs/receipt-printing-troubleshooting-roller-connect#h_4942923c-62d0-4634-8e9d-9589530a6865) - Yes - great, roll on. ## 6. Check Chrome print settings 1. In the top right corner of Chrome click on **More** (3 dot button) and select **Print** to open the default printer settings. ![Screen_Shot_2020-04-16_at_10.45.40_am.png](https://cdn.us.document360.io/23700755-951c-4b69-8afe-ec8b33c6c689/Images/Documentation/360004115276.png) 2. Ensure that the **Destination** is set to your receipt printer. 3. Click on **More settings** and double-check the **Paper size**. Typically receipt printers use 72mm or 80mm roll paper although this is printer dependant. 4. **Optional** - Sometimes the edge of the receipts are cut off by the printer margins or you may find that there is a lot of blank paper being printing at the end of the receipt. To avoid this, try setting the **Margins** to **Minimum** and then untick the **Headers and footers** option, however please note that these settings vary depending on your printer make and model. ![Screen_Shot_2020-04-16_at_10.48.38_am.png](https://cdn.us.document360.io/23700755-951c-4b69-8afe-ec8b33c6c689/Images/Documentation/360004115296.png) **The Chrome settings are correct - can you print a receipt from POS now?** - No - then proceed to [Step 7](/v1/docs/receipt-printing-troubleshooting-roller-connect#h_09143c69-63b1-42e3-905a-2a85e98eaee9) - Yes - great, roll on. ## 7. Contact ROLLER Support After following all of the above steps, if you can print a test page but still can't print a receipt then please [contact ROLLER Support](/v1/docs/contact-roller-support). ## Related - [Install ROLLER Connect](/install-roller-connect.md) - [I can print test pages, but not receipts (ROLLER Connect)](/i-can-print-test-pages-but-not-receipts.md) - [Install an EPSON receipt printer (ROLLER Connect)](/install-an-epson-receipt-printer-roller-connect.md) - [Set up cash drawers to open automatically (ROLLER Connect)](/set-up-cash-drawers-to-open-automatically-roller-connect.md) - [Restart ROLLER Connect Legacy](/restart-roller-connect-legacy.md)