Most printing problems come from the printer itself, its network connection, or an order being routed to the wrong printer group. Check them in that order, then use a test print.
1. Check the printer
- Confirm the printer has power, paper and no cover-open or paper-jam warning.
- Confirm its network cable or Wi-Fi connection is active.
- Open Settings → Hardware → Printers.
- On Dashboard or Printers, find the device and check whether it shows Online or Offline.
- Open the printer to read its latest status or event message.
Replace the paper before changing Karma settings. A printer can be online but unable to print when it is out of paper.
2. Check routing
For a kitchen ticket, confirm all three parts match:
- The printer belongs to the intended printer group.
- The item in Items & Menu → Inventory has the correct Prep Groups selection.
- The order was sent from the same location and to the intended preparation area.
If only one product fails to print while other tickets work, its preparation-group assignment is the most likely cause.
3. Send a test print
- Open Settings → Hardware → Printers → Test Print.
- Choose the Printer Group.
- Select Send Test Print.
If the test print works, the hardware connection is working; return to the item and routing settings. If it fails, inspect the printer status and network before testing again.
Receipts print but kitchen tickets do not
Receipt and kitchen-ticket templates can use different printers and groups. Check Print Templates, then verify the kitchen printer's group and each item's Prep Groups. Do not assume a working receipt printer proves that kitchen routing is correct.
When to contact support
Include the location, printer name, Online/Offline state, printer group, whether Test Print worked, affected item or order, and any event message. A photo of the printer lights or error display is useful. Do not send Wi-Fi passwords.