Cloud Fulfillment Printing | Troubleshooting Guide

📖 Overview

This guide covers the most common troubleshooting steps and errors you may encounter when using Cloud Chit printers in Canopy 2.0.

🛠️ Access Required: Navigate to yourinstance-devices.ordernext.com. If the page does not load, contact your Account Manager or venuesupport@shift4.com for access.

🔍 What's Covered

• Common setup issues with Cloud Chit Printing
• Configuration mistakes within Canopy 2.0
• Network-related troubleshooting tips

❌ This guide does NOT cover advanced printer configuration. Work with your on-site IT or contact support for help with printer setup.

✅ Quick Checks

Before deep troubleshooting, confirm the following:

1. Check for Print Icon: The Print Controller device should show a printer icon on the top-right of the STV POS screen.

   

   • If missing, perform a Refresh Config on that device.
   • Still missing? Verify the Device ID in Debug Info matches the one in Canopy 2.0 under Configurations.

    

2. Reboot Workstation: Restart the Print Controller and reopen the POS App.
3. Printer Slider OFF: Ensure the Receipt Printer slider is OFF under printer settings in Canopy 2.0.
4. Correct Menu Model: Confirm your menu uses a [POS] Tabs or [POS] Order Pay Fulfill Menu Model.
   • Navigate to yourinstance-menu.ordernext.com
   • Go to Menus > Revenue Centers
     
     
      
   • Click the ✏️ icon to check and update the Menu Model

🧪 New Setup - Troubleshooting

🚫 Error: "Failed to open the device"

Occurs when the Print Controller cannot communicate with the printer.

✅ Checklist

• Printer is powered ON
• For Epson: Ethernet or WiFi icon is lit
• For Star Micronics: Solid green LED is visible
• Verify the printer's Static IP Address is set correctly
  • Or if DHCP Reservations are in use, check with your site Network Team to ensure the MAC Addresses are correctly reserved on the network
• Revisit the Creating our Cloud Chit Printer section in the setup guide to validate configuration
• Refresh Config on the Print Controller after making any changes

🔎 STV POS Debug Info

• Navigate to Hamburger Menu > Debug Info > Printing
• Under Network Printers, check the connection status
  • FAILED indicates the controller cannot reach the printer

Common Causes:

• 🔌 Different Connection Types: Controller on WiFi (WLAN), printer on Ethernet (LAN), or vice versa
  • Your network must support Bridging (aka Crosstalk) between LAN and WLAN
    
     
• 🌐 Wrong POS VLAN: Ensure both controller and printer are on the correct VLAN
  • Check WiFi or Ethernet port configurations with your network IT

🔁 Pre-Existing Setup - Troubleshooting

After long breaks or off-seasons, verify the following:

1. Power + Network: Ensure Print Controller is on and connected
2. Reboot & Test: Restart workstation, open STV POS App, run test print
3. Controller Status: Refer to the Quick Checks section

🔄 Network Changes

• If the network changed since last use:
  • Factory reset printers
  • Assign new Static IPs
    • Or verify DHCP Reservations through your network
  • Reconfigure in Canopy 2.0

⚡ Power Outages

• Reboot all affected hardware
• Reopen STV POS App
• Perform Refresh Config
• Check if printers factory reset and lost IP/configuration

♻️ Replaced Devices

• If a Print Controller device was replaced:
  • Assign a new controller by following the Identifying a Print Controller section of the setup guide