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:

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Update your software:

• Instructions for updating CAS

• Instructions for updating your BATM

Try a BATM printer test from the ADVANCED Administration screen:

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• 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.

EP802:

"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.

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

"Paper Out" false errors:

Check the printer paper sensor:

• 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:

• 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!

Firmware issue affecting EP802 printers shipped before 2023:

EP800:

1. Try a self-test:

2. Check the printer's DIP switches are set properly:

    

    

3. 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:

   

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