Printer Troubleshooting

Below is a guide on steps to take if you are experiencing issues with printing from Venue Sumo.

Venue Sumo does not supply or support printing hardware. In some instances you may need to contact your preferred local IT support person to help resolve printer driver and ethernet connection issues.

Check Power

Power Cycle the Printer: Turn the printer off, wait a few seconds, and turn it back on.
Check Power Connection: Ensure the printer is securely plugged into a working power outlet, the power cable is connected properly and look for the light on your printer to indicate power is getting to the unit.

Check Paper

Replace Paper Roll: If the paper roll is low or empty, replace it with a new roll.
Verify Paper Roll Installation: Make sure the paper roll is installed correctly, with the thermal side facing the right direction.
Check for Paper Jams: Open the printer cover and clear any paper jams.

Connection to Printer Driver

Inspect Connectivity: Confirm that the printer is properly connected to the POS system via USB, Bluetooth or Ethernet. Check for loose cables at the back of the printer or to network switch points. in your venue.
Test Printer Status from Printer: Run a test print (usually done by holding down the feed button while turning the printer on).
Run Print Test Page from the Printer Driver in Windows: To run a Print Test Page from the Printer Driver in Windows, start by clicking the Start button and opening the Control Panel (or searching for Control Panel in the search bar). Navigate to Devices and Printers (or Printers & Scanners, depending on your version of Windows) and locate your printer in the list of installed devices. Right-click on the printer and select Printer Properties (not just Properties). In the Printer Properties window, go to the General tab and click the Print Test Page button at the bottom. The printer should then print a test page. If it does not, ensure the printer is connected, powered on, and has paper loaded, then try again. Let me know if you need further assistance!

Connection to POS

Venue Sumo POS connects to your printer via Print Node (see full printer setup instructions here).

Check Printer Settings: Ensure the printer is set as the default in your POS software and matches the correct driver settings.
Check that print jobs are going from Venue Sumo POS to Print Node: To check your print jobs are making it to PrintNode, login to PrintNode at https://api.printnode.com/app/login. Go to "Print Something" and check the "State" of the print jobs. What each state means:
Done - Venue Sumo POS print job has made it to your printer driver que
New - Venue Sumo POS print job has sent, but it has not been able to communicate with the printer driver. Most likely the computer with PrintNode app installed is turned off, locate and turn on.
Error - An error was encountered whilst attempting to execute the print. Most likely cause is incorrect PrintNode ID settings with VenueSumo printer setup.
Check that devices with the print drivers are active: In your PrintNode login account, go to "Devices" and make sure that your computers are "connected" if they are offline they may have been turned off or dropped their internet connection.

Common Thermal Printer Issues

Network IP addresses change or reset when changes are made to your internet router or LAN: Network IP addresses can change or reset when your internet router or LAN settings are updated, causing printers to lose their connection to the PrintNode client. To fix this, set a static IP address for your printer on your router to ensure it always uses the same IP, even after a network reset.
Replacing a printer driver in Windows and not updating the PrintNode ID in VenueSumo POS settings: When a printer driver is replaced in Windows, the printer's unique identifier (PrintNode ID) changes, causing VenueSumo POS to lose its connection to the printer. To fix this, log in to your VenueSumo POS settings, update the printer configuration with the new PrintNode ID, and save the changes. You can find the updated PrintNode ID by checking your printer's details in the PrintNode App or login to your PrintNode dashboard.