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Q1: After a cash transaction, the cash drawer won’t pop open. What can I do?
The cash drawer is controlled by the receipt printer. To open the drawer, RMH POS sends an OPOS command to the receipt printer which sends a signal to the cash drawer. The Epson receipt printer is a network device so it must have the proper IP configuration. Follow these steps to troubleshoot:
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Search for SetupPOS. You can also find this program in the StartMenu under Epson. NOTE: you must be an administrator to run this program. A regular user will not be able to run the troubleshooting utilities.
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Run the setup utility. At the UAC message, click yes.
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Wait 10 seconds, then turn the printer back on. The orange exclamation point will blink and turn off and as it tries to obtain an IP address. After 30-40 seconds, the top icon (circular) will have a solid blue light. A receipt will print with this network information:
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************************************ IP Address : 192.168.54.2x SubnetMask : 255.255.255.0 Gateway : 192.168.54.xxx DHCP : Enable ************************************ |
Make sure the IP address of the printer is correct (P1 = .21, P2 = .22, P3 = .23, P4 = .24). If it is incorrect, RMH POS cannot communicate with it. If everything is correct, go back to the Setup POS utility to test the printer and cash drawer. Once the cash drawer responds to the Setup POS utility, then we can move on to RMH POSthe application test.
If the receipt printer still does not respond the Setup POS utility, reboot the PC.
Use RMH POS to test the printer and cash drawer
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To test the drawer, perform a No Sale by pressing F8. Once the receipt printer prints a no sale receipt, the drawer should pop open.
During a transaction, I get an error that states Device TM-T88VIE error: Method ClaimDevice threw an exception. What do I do?
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Q2: I’m getting a POS error message about a TM-T88VIE device. What does that mean?
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The device TM-T88VIE is the Epson receipt printer. Sometimes there is a communication error between the printer and RMH POS. To resolve this issue, there are four main steps:
Here are the details in each step:
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Note the transaction number and exit POS.Click OK for the error message, and complete the transaction. Since no receipt will print, the transaction number needs to be noted to reprint the receipt. Log in as a manager and navigate to the journal by pressing F4. The last receipt will appear in the journal. Take note of the transaction number, located under the bottom of the barcode on the receipt. Once the transaction number is noted, press the escape key to exit out of the journal. Press escape again to close POS, then click yes for the confirmation message. Check the printer’s hardware connections.Turn off the printer by toggling the black power switch on the front. Check the cables at the back of the printer. The ethernet is on the right, cash drawer in the middle, and power cable on the left. Wait for 10 seconds, then turn the printer back on. The printer will blink an orange exclaimation point and have a solid blue light. Wait until a receipt prints an IP Address like this:
Use CheckHealth in the SetupPOS utility to test the OPOS driver.Navigate to the start menu and search for SetupPOS.  Run the setup utility. At the UAC message, click yes. At the main screen, double click on POSPrinter on the right.  Right click on TM-T88VIE, then click on Check Health Interactive.  Click the Start button on the window.  The result should print OPOS_SUCCESS along with a receipt like this:
If the receipt prints, close the check health window and exit the setup utility. Test the printer and cash drawer with a no sale in RMH.Open POS and log in as a manager. To test the drawer, perform a no sale by pressing F8. The receipt printer should print a no sale receipt and the drawer should pop. |
How can I fix if a pin pad is not working or shows a black screen?
Pin pads can pose issues when they are powered on for extended periods of time. Here are the steps:
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follow the exact same troubleshooting steps as above for the cash drawer. If it still doesn’t work, you may need to reboot the PC.
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Q3: The PAX S300 pin pad is not working properly or shows a black screen. How do I fix it?
If the screen is completely black, then the pin pad is not getting any power. Make sure the power cable is attached and the power socket is good. Some pin pads use a smart power plug for remote power control. If the smart plug is turned off, the power socket will not work. Either power on the smart plug or move the power cable to a working socket.
Pin pads can malfunction when they are powered on for a long time. We recommend a reboot at least once a week. Unfortunately, PAX S300 pin pads can only be rebooted by performing a power cycle. Here’s how to power cycle a PAX S300 pin pad:
Follow the thick black cable of the pin pad to the fan-out hub (about 2 feet away).
At the pin pad fan-out hub, disconnect the small black wire connected to the hub with an power cable (the L shaped barrel connector , shown on the bottom right of the diagram below:
labelled PWR in this diagram).
Make sure the right pin pad is turned off; the screen should be completely black.
Wait for 10 seconds (very important).
Then, then plug the cable power connector back in.
It takes about a minute for the pin pad to boot up. Once the pin pad . Once the pin pad has finished booting, the pin pad is ready to usedisplays Online, it can be used again.
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Q4: The bar code scanner is not working properly. How do I fix it?
The bar code scanner is a USB device. To reset it, unplug it from the USB port on the back of the cash register PC. Clean out the USB port with an air blower. Then, plug the scanner back in.
If the scanner scans the bar code but doesn’t append a <CR><LF> to the end of each scan, then it needs to be re-configured. For Zebra (or Motorola) scanners, scan the following bar code:
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Q5: None of the cash registers are working. When I run RMH POS, it gives an error message about not being able to connect to the database. What’s going on?
The cash registers store all of their transactions in a separate database server (located in the back office near the networking gear). When that server is down, RMH POS will not work.
Sometimes the database server gets turned off accidentally. In that case it needs to be turned on.
Sometimes the database server gets stuck on a reboot or a power outage. In that case, we need to access the console (either on-site or through AMT with remote KVM) to troubleshoot the reboot issue.