Cloud Fulfillment Printing | Troubleshooting Guide

This guide will cover the most common troubleshooting steps and errors you may receive when attempting to use your Cloud Chit printers

Access: This setup requires access to the Devices App in Canopy 2.0, navigate to your instance-devices.ordernext.com to confirm this page loads. If it does not load then your user does not have the necessary permissions to complete this setup. Please contact your Account Manager or venuesupport@shift4.com for assistance.

What’s Covered: 

• This guide will cover what common things we may miss when creating a new Cloud Chit Printing setup and what errors we may encounter throughout our setup.
  
  
• We most commonly find issues within the Network side of the configuration as there can be several more factors involved that could cause a break in communication to the device.
  
  
• Misconfigurations in your Canopy 2.0 setup.
  
  
• Explanations of where the connection between your device(s) and the printer or Print Controller could be broken due to network issues. 

What’s Not Covered: 

In-depth troubleshooting of your Network Printer. It’s important to ensure that the Network Printer you’re using is correctly configured with a Static IP Address from your secure POS network. We recommend working with your on-site IT for printer troubleshooting or you may contact venuesupport@shift4.com for further assistance.

Quick Checks:

• If you have already verified that everything in your setup is accurate then complete the following steps to ensure all the settings you have applied have taken effect on your devices.

1. Start by verifying that the device you have chosen to be a Print Controller has the ‘Print Icon’ in the top right-hand corner of the STV POS screen.
   
   

• If the ‘Print Icon’ is missing then follow Step 3 below to ‘Refresh Config’ on your Print Controller.

2. If you’re still missing the ‘Print Icon’ after refreshing the device then verify that your Device ID from ‘Debug Info’ matches the same Device ID under Configurations in Canopy 2.0. For assistance with this please follow the, "Identifying a Print Controller" section from the setup guide.
   
   
3. Finally, if you’re still not seeing the ‘Print Icon’ populate in the STV POS App on your Print Controller then try rebooting the entire workstation and reopening the app.
   
   

• If this does not resolve the issue, then proceed with checking your setup below. 

• Verify that the slider for the ‘Receipt Printer’ is moved to the OFF position under the printer configuration.
  
  
  • Follow Step 2 of the "Creating our Cloud Chit Printer" section in the setup guide to confirm this.
    
    
• Verify that you’re using the correct Menu Model to allow Fulfillment/Chit Printing to work on your POS.
  
  

1. Begin by navigating to your instance-menu.ordernext.com and under ‘Menus’ select Revenue Centers.
   
   

2. Under Revenue Centers search for the location where you have set up Cloud Chit Printing.

• Select it when it populates in the list. 

• When the ‘Edit Revenue Center’ field populates, scroll down and select the “Pencil Icon” next to the menu that you’re using for Cloud Printing. 

3. Under the ‘Edit Menu’ section you want to switch to either a [POS] Tabs or a [POS] Order Pay Fulfill Menu Model type. Tabs support the ability to run a tab on the POS and maintain all the functionality of Order Pay Fulfill which supports all the functionality of [POS] Belly Up.

• Either two support the ability to Fulfillment Print.
  
  
• If this does not resolve the issue, then proceed with checking your setup below. 

Checking our NEW Setup:

Error 1:

• You may receive the following error with a Network Printer if the device is offline, powered off, configured incorrectly, or there are network issues present. “Failed to open the device.” 

• This error will only populate on the workstation that is set up as the Print Controller. 

1. Begin by verifying that your printer is powered on then follow the next steps.

• For Epson printers verify that you have either a “Ethernet Connection Symbol” or “WiFi Connection Symbol” illuminated on the front of the device.

• For Star Micronics printers verify that you have a Solid Green LED light from the back of the device.

• If your printer is showing no network connection and is proving to be offline then please work with your site IT to make sure that your printer is correctly configured to the network and contains a Static IP Address. You may also contact venuesupport@shift4.com. 

2. If our printer is showing online and connected to the network then verify that we set the IP correctly in Canopy 2.0.

• Follow all the steps of "Creating our Cloud Chit Printer" in the setup guide to verify you set up your Network Printer correctly.
  
  
• After making any changes, make sure to ‘Refresh Config’ of the Print Controller so that it receives the changes made in Canopy 2.0.

3. If your prints continue to fail and you have verified all of the above then verify what the connection status is to the printer from the STV POS App.

• Log in to your app and navigate to the “Hamburger Menu” then select ‘Debug Info’ from the list.
  
  
• Under debug select ‘Printing.’

4. Under the ‘Network Printers’ list you see all of the printers that this workstation is controlling.

• Most likely if you’re still receiving print errors then you’ll see a ‘FAILED’ status under the printer you’re trying to print to.
  
  
• This indicates that your Print Controller cannot reach the printer on the network. Several factors could lead to this occurring and the most common ones are, 
  
  
  • Example 1: The Print Controlling workstation and printer are on different connection methods. For example, the workstation may be on WLAN(WiFi) and the printer may be on LAN(Ethernet) or vice versa.

• If you are using Network Printers and have varying connection types amongst your workstations in a single stand location it’s important to make sure that you have your LAN Network and WiFi Network setup for “Bridging.”
  

• “Bridging” sometimes referred to as “Crosstalk” when enabled allows your POS LAN devices to successfully communicate with POS WLAN(WiFi) devices on your network.
  
  
• If this feature is not set on your network and your devices are on varying connection types you may run into issues with Print Requests sending from all devices or prints not working altogether. Work with your Network IT to enable this feature.

• Example 2: The Print Controlling workstation is on the entirely wrong POS Network altogether. In a Cloud Printing environment, all hardware in the setup should be on the same POS VLAN to communicate with each other successfully.
  
  
• This could mean that if your workstation is on LAN(Ethernet) the Ethernet Port it’s plugged into is configured for the wrong VLAN. Consult with your Network IT to resolve this. This would also apply to the printer if on LAN.
  
  
• It’s also possible you connected to the wrong POS WiFi on the workstation or printer, verify you’re connected to the correct one. 

If you make any adjustments throughout troubleshooting to Canopy 2.0 or the device(s) network then make sure to ‘Refresh Config’ on the Print Controller. If your print tests are still failing then please contact venuesupport@shift4.com. 

Checking our Pre-Existing Setup:

• It’s been some time since your last event and you’re going around and testing your printing and nothing is sending, what should you check first?

1. First, verify that your Print Controller is powered on and has a network connection.

• If it all checks out, then reboot the workstation, reopen the STV POS App, and run a test print.

2. If your issues persist then follow the ‘Quick Checks’ section of this guide at the top to verify your Print Controller has not lost its status.

• It’s also important to verify the following,
  
  
  • Has my network changed since the devices were last used?
    
    
    • If this is the case, then you most likely need to factory reset your printer(s) and assign a new Static IP Address. Once your printer(s) have been assigned a new IP, follow the section "Creating our Cloud Chit Printer" of the setup guide to assign a new IP.
      
      
    • If there were network changes it’s also important to verify that your devices are all on the same POS VLAN so they can correctly communicate with each other.
      
      
  • Any power outages since the devices were last used?
    
    
    • If this is the case, reboot all the affected hardware, reopen the STV POS App, and then ‘Refresh Config’ on all the devices in question.
      
      
    • In rare circumstances, during power surges or outages, the printers can sometimes factory reset themselves. In this case, you should check the IP Address of the affected printer(s) and verify that they did not change or lose their configuration.
      
      
  • Have I replaced any of my devices in the location where I am trying to print chits?
    
    
    • If this is the case then verify if the device(s) happened to be the Print Controlling device. If that device was replaced, then we will have to assign a new Print Controller following the "Identifying a Print Controller" section of the setup guide.

This concludes the troubleshooting steps of Cloud Chit Printing. If you’re still in need of assistance then please contact venuesupport@shift4.com. 

Need Help? We’re Here for You!

For assistance with SkyTab Venue, reach out to our support team:

• 📞 Phone: 877.559.4225
• 📧 Email: venuesupport@shift4.com

Our support team is available to help with any questions or issues you may have.

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