This article only applies to Cloud POS barcode label printers and receipt printers which use milestone servers. The milestone server is the small black box that connects to your printer to enable its internet access:

If you have a Star receipt printer or barcode label printer, please refer to the following articles instead:

How do I troubleshoot my Star receipt printer?

How do I troubleshoot my Star barcode label printer?

If you have a milestone printer, follow the steps below.

Initial troubleshooting steps

• Check that the power adaptor is plugged into the printer correctly. 
• Check that the power is switched on at the wall and the printer itself is switched on.
• Follow the USB cable from the printer to locate the milestone server (see photo above). Make sure that the USB cable is connected correctly to both the printer and the milestone server. This article explains how to set up your Milestone solution printers - Setting Up Your Hardware (Milestone Solution)
• Log in to the Cloud POS Back Office to check the unit's Milestone Online status. 

To do this, navigate to Setup > Registers & Barcode Label Printers.

Locate the correct printer from the list and check to see if it is online:

If the status is Online

• Open the cover on the printer and check if the Label/Till roll is installed in the unit correctly. Does the till roll need to be replaced?
• Click Edit to open the full register or printer details. If there are jobs in the print queue, click Cancel All Jobs in the Queue and clear the print queue.

If the printer still will not print, contact the Support Team.

If the status is Offline

• Click on Edit for the affected printer and check the Printer Settings. The drop-down should be set for the correct printer. The milestone solution should be either of the following:
  • Receipt Printer - ‘Aures Receipt Printer with Milestone Server’
  • Barcode Label Printer - ‘Zebra Label Printer’

• Check the status lights on the milestone server. There should be a solid red light on the front of the milestone. At the rear of the milestone server (where the cables connect into the device), you should see a small red light which should flash periodically. This light indicates if the milestone server has a connection to your network. If the light is not flashing, there is no network connection. This is why the milestone will be appearing as offline. You can try connecting the milestone server's ethernet cable into a different port on your network switch. You will need to restart the milestone server once this has been done, by disconnecting and then reconnecting the power cable to the milestone. Check the status lights again. Do you now see a red light on the rear of the milestone server? If yes, the milestone now has a connection to the network.
  
   
• If you still do not have a network connection to the milestone server, please try restarting your internet router. In most situations, the router will control which devices on your network are allowed a network connection. Occasionally, and usually because of an internet outage or power cut, the router can deny network access to devices, so restarting the router can help to 'reset' this.
  
   
• If the above steps have still not resolved the printing issue, please get in touch with the Citrus-Lime Support Team.