Overview
Receipt printers use thermal printing technology, which uses heat instead of ink to print receipts. Over time, dust, worn components, incorrect paper, or printer settings can affect print quality.
This article covers troubleshooting for the following issues:
| Faint or blank receipts | Receipts that are cut off or incomplete |
|---|---|
Regular cleaning is recommended approximately every 3 months.
Before cleaning the printer
- Allow the print head to cool before cleaning or replacing paper.
- Use a dry or slightly damp cloth to clean the printer exterior.
- Avoid using alcohol, benzene, thinner, or other solvents on plastic or rubber parts.
If the issue continues after completing the steps in this article, contact Otter Support for additional assistance.
Faint or Blank Receipts
Faint, light, or blank receipts are commonly caused by one of the following:
- Dirty thermal print head or platen roller
- Incorrect or non-thermal receipt paper
- Receipt paper loaded in the wrong direction
- Incorrect power adapter
- A worn or aging printer
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Step Process Image 1 Verify the paper type
Confirm the printer is using thermal paper.
Receipt Printer: 80 mm (3⅛") thermal paper
Label Printer: 60 × 40 mm thermal labels2 Verify the paper orientation
Open the paper cover, reinstall the paper in the correct direction, pull a small amount of paper out, then close the cover. Perform a test print.
3 Clean the print head and platen roller
Turn the printer off and unplug the power cable. Open the paper cover and clean the thermal print head and platen roller using a cotton swab lightly moistened with isopropyl alcohol (IPA) or ethanol. Allow the printer to dry completely before testing again.
4 Test with a new roll of paper
Replace the current roll with a new roll of thermal paper and verify it is loaded correctly before printing a test receipt.
5 Verify the power adapter
Confirm the printer is connected using the original power adapter that was provided with the printer.
Contact Support
If the issue continues after completing all troubleshooting steps, the printer may have a worn thermal print head or require replacement. Contact Otter Support for additional troubleshooting.
Cut-Off Receipts
If receipts are printing but are cut off before the order is complete, the printer's paper width setting may be configured incorrectly.
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Step Process Image 1 Enter printer configuration mode
Hold the Paper Feed button while turning on the printer. Continue holding until a long receipt prints, then release the button.
2 Open Mode Selection
Press and hold the Paper Feed button for more than one second.
3 Open Customize Value Settings
Press the Paper Feed button 3 short times, then 1 long time.
4 Open Paper Width settings
Press the Paper Feed button 6 short times, then 1 long time.
5 Verify the paper width
Confirm the menu shows *1: 80 mm. The asterisk (*) indicates the current selection.
6 Change the paper width (if needed)
If another paper width is selected, press the Paper Feed button 1 short time, then 1 long time to change the setting to 80 mm.
7 Test the printer
Print a receipt to verify that the entire receipt prints correctly.
If receipts are still cut off after confirming the paper width is set to 80 mm, contact Otter Support for additional troubleshooting.
Still need help? Reach out to our team:
| Chat with support by clicking the chat icon in the bottom right corner of the Otter Dashboard. |
+1 (888) 681-8837 Send us a text to the number above for assistance over text message. |
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