What do I do when my Online Orders have stopped printing?
Aura integrates with online ordering platforms to deliver online orders directly to your POS. If the orders have stopped printing, try the below troubleshooting steps.
This is a very common issue caused by network disconnects between computers. If you experience the problem frequently, we highly recommend you contact our sales department to purchase a dedicated Online network printer. This printer is not dependent on a till PC and does not experience this problem.
To fix this, do the following:
Click Start and search “Printers” - this will give you the result for Printers and Scanners
Look for a printer called ONLINE
Click the printer. It will likely need the print queue cleared.
On the printer queue window, click Open Print Queue and in the page that opens click […] > Cancel all.
Once the documents are clear, close the window. Click the Printer Properties option.
Click the Ports tab and note the address of the ticked printer port. You may need to expand the column to see.
Usually, it will display as “\\COMPUTER-NAME\PRINTER”, which will be the name of the computer Online ordering is communicating with, and the name of the printer it’s printing to.
i.e. \\Main1\Invoice means that it’s configured to use the printer called “Invoice” on the till PC “Main1”.
Now you can close the open windows.
Right-Click Start and click Run. Type in the computer name of the address you noted under the Ports tab.
i.e “\\Main1”
Click OK - A window will appear with the computer name as the title (If the window does not appear, you likely have a network issue that will need to be addressed first).
Right-click the printer with the same name as in the address you noted earlier, and click Connect...
This should resolve the issue, but you will need to wait for the next online order to be able to verify that it is working correctly.
If it still not printing, log a ticket with our support team for an agent to get in contact below: