If you are unable to print a report or wide receipt via your wide printer (i.e. laser or inkjet), follow the steps outlined below to troubleshoot the issue.


Step #1:  Ensure Correct Printer is Selected

The first step is to verify you have the correct printer selected in the Maplewave software setup:  

  1. Navigate to the Printers/Cash Drawer Options window – this process differs depending on whether you are an Aria or NRG Fast Cash user: 


  • Aria Users:  Click the Tools menu from the top navigation bar upon logging in, then select Other Functions and Printers.




  • NRG Fast Cash Users:  Click the Maintenance button upon logging in, then select Printer/Cash Drawer Options from the menu.  




      2. The Printer/Cash Drawer Options window will open.  Click the dropdown menu next to the Wide Printer field to display a list of all printers available on your system.  Select the correct model for your wide receipt printer from the list, then click OK.     


[NOTE:  This field will be set to “Default Printer” when NRG Fast Cash/Aria is initially installed but must be changed to reflect the name of your narrow receipt printer.  Otherwise, Windows updates can sometimes lead to printing issues.]




      3. Then, check to ensure that the wide printer is turned on – you may need to power it off and back on again. 




Step #2:  Try Printing from a Different Program

If you are still having issues after ensuring the printer is configured as the Wide Printer in Aria/NRG Fast Cash, the next step is to try printing to the printer from a different program: 

  1. Open an alternate program on your system (e.g. Word, Notepad, etc.) and try to print it via the wide printer, as normal.  


[NOTE:  Make sure to select the correct printer model via the list of printer options provided.] 




      2. If it does not print to the printer, move to the next troubleshooting step of checking for hung print jobs. 


[NOTE:  If you can print to the printer from another program, you should be able to print a report or wide receipt via NRG Fast Cash/Aria, unless the Wide Receipt field was not set to your wide printer in troubleshooting step #1, above.] 




Step #3:  Check for Hung Print Jobs

If you have followed the above steps but you still cannot print a report or wide receipt from your wide printer, the next step is to check for hung print jobs – sometimes documents being printed get stuck in the printer’s queue, preventing further documents from being printed:     

  1. Select the Windows Start menu.  In the Search Programs and Files field, type printers then press the Enter key on your keyboard.

  2. The Devices and Printers area of the Control Panel will open.  Locate your wide printer beneath the Printers and Faxes heading and double-click it.  

  3. The Print Status window will open for the printer, which will display any print jobs in its queue, if applicable: 


  • If Window is Blank:  Contact the Maplewave Support team for assistance.  

  • If Print Job(s) Displaying in Window:  Click the Printer menu at the top of the window and select Cancel All Documents.  The next step is to try to print a test page - refer to the following section for details.  





Step 4:  Print Test Page 

The final troubleshooting step is to attempt to print a test page to the wide printer: 

  1. From the Print Status window, click the Printer menu at the top of the window and select Properties.  

  2. The Printer Properties window will open.  Select the Print Test Page button:

     


  • If the Test Page Prints:  Try reprinting a report or wide receipt next – refer to Reprint a Receipt (Aria) or Reprint a Receipt (NRG Fast Cash), as applicable, for instructions on how to do this.  If the test page prints and you can reprint a report or wide receipt, you should now be able to print a report or wide receipt via your wide printer.  

  • If the Test Page Does Not Print:  Refer to your internal IT group so the driver for your printer can be reinstalled.