Zebra Printers are used to print customer receipts in Gen1 and Gen2 MicroMarkets. Learn troubleshooting and maintenance tips, find answers to common questions, and watch our instructional video below.
Gen2 MicroMarkets
Tools:
• Phillips-Head Screwdriver
• Key to Kiosk Door
• Cotton Swab
• Ethyl or Isopropyl Alcohol
How to Replace Receipt Paper
Note: When changing the receipt paper, the printer queue must be cleared on the kiosk. Contact 365 Support while on site at the location, so the queue may be cleared.
When replacing paper or if receipts print without text, ensure that the correct paper is being used by doing a "scratch test". Thermal paper will always show black when the top is scratched with a coin or fingernail. Always tear a full turn of paper off the new paper rolls because the outer edge of the paper is fixed to the roll with an adhesive glue that might otherwise cause a jam or damage to the print head.
If the correct paper is being used, confirm that the paper is seated properly. The roll should feed on top and out of the machine rather than under. Ensure that the paper is inserted into the printer with the temperature-sensitive side up.
Cleaning the Zebra Printer
Print Head
The print head can be cleaned without removal.
1. Remove the power from the printer and allow the print head to cool.
2. Open the print head.
3. Clean the heat elements with a cotton swab immersed in ethyl or isopropyl alcohol. Zebra recommends using a clean swab dipped in a solution of isopropyl alcohol (minimum 90%) and deionized water (maximum 10%).
Presenter and Plate Rollers
The presenter rollers feed out the receipt paper to the customer, and should be cleaned regularly to maintain optimal performance. Use a cotton swab and isopropyl alcohol and wipe the rollers clean while rotating them with your finger.
TROUBLESHOOTING: Printer Light Status Codes
Many of the hardware issues experienced by the Zebra printer are self-reported using a series of light codes. Immediately after power is applied to the printer, a brief self test is performed and the status light will report one of the following conditions. Check the status light on the printer and use the steps outlined below to diagnose and correct the issue.
Light Code |
Reason and Steps To Correct |
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Solid Green |
Normal. Printer is functioning normally. This code is reported when no other codes are active |
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One Red Flash |
Paper jam This code indicates that media(paper) is stuck in the presenter. This error is set when the printer attempts to eject the media but cannot complete the operation.
|
|
Two Red Flashes |
Cutter Jam. This code indicates that the printer could not find the cutter blade or could not properly manage its position. The error is set when the printer attempts to cut but fails after three retries.
|
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Three Red Flashes |
Out of paper. This code indicates that the selected EOP sensor has detected no media present. This error is cleared after successful media (paper) load. Add more paper or verify the paper is loaded correctly using How To Replace Receipt Paper steps above. |
|
Four Red Flashes |
Print head lifted. This code indicates that the print head has been lifted. This error is cleared by returning the print head to its locked position. You will hear/feel a distinct click when you have properly closed the print head door. |
|
Five Red Flashes |
Paper feed error. This code indicates that the paper failed to reach the presenter sensor within the expected amount of time. The error is signaled if the media does not reach the presenter sensor after feeding the length from the cuter to the sensor plus 15mm. This error is cleared by opening and closing the print head, or by cycling power off and on. |
|
Yellow Flashing |
Print head temperature error. This code indicates that the print head has exceeded the maximum permitted temperature. This status code is set when the print head temperature exceeds 65° C (149° F). When this condition occurs, the printer feeds 100mm (4 inches) of blank media, cuts, and presents. This error is cleared automatically when the print head temperature falls below 55° C (131° F). |
|
Rapid Amber Flashing |
Firmware missing or corrupt. This code indicates that the bootware has detected an incorrect or missing checksum in the firmware. This error is cleared when the firmware is reloaded or updated. Contact 365 for further assistance. |
TROUBLESHOOTING: Printing a Test Receipt
A test receipt can be quickly printed from the Point of Sale settings screen.
Important: The following steps will require a valid kiosk account and kiosk PIN to be created on SmartHQ and enabled with the Settings permission. To request a kiosk user account, contact your management team. Read more at Managing Kiosk Users - Technicians & Drivers. If you are unauthorized to have a kiosk user account with your organization, please contact us while on site to complete the steps over the phone with a 365 Technical Support Specialist.
- From the kiosk home screen, tap the top, left corner five times. A window will appear and prompt you for your Exit Code.
- Enter the Kiosk PIN for the Kiosk User account on SmartHQ.
- Select Kiosk Settings from the drop-down menu.
- Select Receipt Printer from the Select A Peripheral drop-down menu.
- Select Print Test Receipt.
Other Common Questions
The receipt printer should be maintained on a regular basis to keep receipts printing as expected in a MicroMarket. Find the answers needed to commonly asked support questions below.
How do I make the print text darker?
Light print text may mean the incorrect paper was used, or the print head may be dirty. Verify the paper used is correct and clean the print head with ethyl or isopropyl alcohol as noted above. If the print still appears faint, the text on receipts may be additionally darkened using the printer software installed on the kiosk. If this is required, contact 365 Support for further assistance.
How do I update the text or image on a receipt?
The text and image can be updated on the receipts printed on the kiosk by 365 Support.
How do I order new receipt paper?
New receipt paper may be ordered directly from our sales team at salesadmin@365smartshop.com.