If you are experiencing a printer issue, try these troubleshooting steps:

Check your paper orientation.

This is a common problem and extremely simple to solve.
Thermal paper should be unrolled overhead from the top, as so:

Update your software:

Try a BATM printer test from the ADVANCED Administration screen:

General Bytes Knowledge Base > Printer Troubleshooting > Admin - Test Printer.jpg

If the printer test fails, then you need to check the printer itself.
We have 2 types of printers deployed. Note the model (EP800 -or- EP802).
EP802 is the current model.

If the printer test passes, then please check your Custom Strings in Terminal Settings.

Corrupt or malformed Custom Strings can cause the affected tickets to fail.
Try using simple strings (e.g. “Printer test”) for the affected ticket type temporarily.

EP802:

General Bytes Knowledge Base > Printer Troubleshooting > EP802.png

Perform a "self-test":

Turn off the printer with its power switch.
Hold down the "FEED" button.
Turn the printer's power switch back on.

"Paper Low" false errors:

1. Check that the Spindle Cap is attached & tight:

A loose or missing spindle cap can trigger intermittent & random “Paper Low” errors.

General Bytes Knowledge Base > Printer Troubleshooting > EP802 Spindle Cap.png

3D printing instructions for the Spidle Cap are provided below (bottom of this article).

2. Check that the sensor cable has not been pulled out:

General Bytes Knowledge Base > Printer Troubleshooting > EP802 Sensor Plug.png

"Paper Out" false errors:

Check the printer paper sensor:

General Bytes Knowledge Base > Printer Troubleshooting > EP802 Printer Paper OUT Sensor.png

The internal paper sensor may become detached if abused. Check that this sensor is present & moves up/down freely:

If using Ethernet, make sure your network cable is routed carefully:

General Bytes Knowledge Base > Printer Troubleshooting > Internal Cable Route.png

If improperly routed, a network (or other) cable may press against the paper roll (especially new rolls) when the door is closed. This is a can be a maddening issue - mind your clearance!

EP800:

Try a self-test:
Check the printer's DIP switches are set properly:
Disconnect the printer from the BATM, and try another self-test.

If the problems persist, open a support ticket. Be sure to attach:

a short video demonstrating the problem.
a picture of your BATM3 Administration page:

note

3D print a replacement EP-802 spindle cap:

Recommended settings for printing is:

Reduce model size by 2%, for tight fit on the shaft!!!
Material with high yield strength (such as PETG).
Any layer height (use the one with best adhesion for your printer).
Perimeters 4-6 - or at least 1mm thick wall.
Bottom and top shell at least 0.7mm thick.
Infill between 50% to 100% grid (100% linear).
No supports or rafts needed.
Download the STL here:

3D print a replacement EP-802 spindle cap:

Recommended settings for printing is:

Reduce model size by 2%, for tight fit on the shaft!!!
Material with high yield strength (such as PETG).
Any layer height (use the one with best adhesion for your printer).
Perimeters 4-6 - or at least 1mm thick wall.
Bottom and top shell at least 0.7mm thick.
Infill between 50% to 100% grid (100% linear).
No supports or rafts needed.
Download the STL here:

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