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Kiosk Zero

Kiosk Zero: Printer Troubleshooting

Troubleshoot the most common Kiosk Zero printer issues — printing a test page, missing printer rules after Byte → Kiosk Zero conversion, unresponsive printer, order didn’t print, duplicate receipts, enlarged or cut-off QR codes, and mobile orders not printing.

Last updated on July 21, 2026

📋 Overview

This guide helps troubleshoot the most common printer issues on Kiosk Zero. If you are unsure how to access Manager Mode or printer settings, see Kiosk Zero: How to Enter Manager Mode and before proceeding.

🖨️ How to Print a Test Page

Use a test page to confirm the printer is connected and functioning before troubleshooting further.

Step 1. Within the Kiosk Zero App

  1. Enter Manager Mode.
  1. Tap Settings.
  1. Tap Devices → Select Desired Printer
  1. Select Print Test.
  1. Confirm that a test page prints from the connected printer.
      2. Notion image
 

🚫 Printer Unresponsive

Symptom: The printer is not printing at all.

Step 1. Check Paper

  1. Open the top of the printer.
  1. Confirm there is paper loaded.
  1. Confirm the paper is inserted correctly.
Notion image

Step 2. Power Cycle Printer

  1. Flip the power switch off on the back of the printer.
  1. Unplug the printer power cable for 30 seconds.
  1. Plug the power cable back in and turn it back on.
  1. Test print.

Step 3. Reseat Printer Cables

  1. Unplug the printer’s USB cable from the back of the tablet.
  1. Flip the power switch off on the back of the printer.
  1. Unplug the power and USB cable from the back of the printer.
  1. Wait at least 30 seconds.
  1. Plug all cables back in firmly and turn it back on.
  1. Test print

Step 4. Verify Printer Rules Are Configured

A connected printer that is never triggered by a rule will appear unresponsive. In Manager Mode, go to Settings → Receipt Rules and confirm that at least one rule exists and points to this printer.

Step 5. Reboot Tablet

  1. Shut down the tablet from Settings → Power
  1. Press the power button to turn it back on.

Step 6. Power Cycle Tablet

  1. Shut down the tablet from Settings → Power
  1. Disconnect the power cord for at least 60 seconds.
  1. Reconnect the power cord and turn the tablet back on.

🧾 Order Didn’t Print

Symptom: The printer is on and connected, but a specific order (or orders) did not produce a receipt.

Step 1. Check Printer Rules

This is the most common cause. A receipt only prints if a matching printer rule exists for that order type.

  1. Enter Manager Mode → Settings → Receipt Rules.
  1. Confirm the appropriate rule exists for the order type that didn’t print (Customer, Customer + QR, or Kitchen).
  1. If a rule is missing, tap + Add Rule and configure it.

Step 2. Print Test Page

Verify that the printer itself is functional by printing a test page (see "How to Print a Test Page” above). If the test page prints, the printer is working, and the issue is the rule configuration.

Step 3. Force Sync

  1. In Manager Mode, go to Settings → Actions → tap Sync.
  1. Place another test order and check if the receipt prints.

🧾 Duplicate Receipts

Symptom: The printer produces two receipts for every order.

Step 1. Check for Duplicate Printer Rules

  1. Enter Manager Mode → Settings → Receipt Rules.
  1. Review the rule list. If the same receipt type (e.g., Customer + QR) has two rules pointing to the same printer, remove the duplicate by tapping the rule and selecting Delete.

🔳 QR Code Cut Off or Enlarged

Symptom: The QR code on the customer receipt is cut off at the edge, or appears much larger than expected (making it difficult or impossible to scan).

Step 1. Power Cycle Tablet

  1. Shut down the tablet from Settings → Power
  1. Disconnect the power cord for at least 60 seconds.
  1. Reconnect the power cord and turn the tablet back on.
  1. Place a test order and check the QR code size and position.

Step 2. Reseat Printer Cables

  1. Unplug the printer’s USB cable from the back of the tablet.
  1. Flip the power switch off on the back of the printer.
  1. Unplug the power and USB cable from the back of the printer.
  1. Wait at least 30 seconds.
  1. Plug all cables back in firmly and turn it back on.
  1. Test print

Step 3. Check Paper

  1. Open the top of the printer.
  1. Confirm there is paper loaded.
  1. Confirm the paper is inserted correctly.
Reference Image: Correct paper orientation
Notion image

Step 4. Swap With a Known Good Printer

If reseating cables doesn’t resolve the issue, isolate whether the problem is the tablet or the printer:

  1. Swap a known-good printer onto this tablet and this printer onto a known-good tablet.
  1. Test both:
      • If the issue follows the tablet — contact Mashgin Support.
      • If the issue follows the printer — follow your company’s process to replace the printer.
Reference Images: Cut-off and enlarged QR code examples
Notion image
🚨

Enlarged or unreadable QR codes directly block customers from completing payment in Pay on Kiosk Mode. Contact Mashgin Support if the issue persists after the above steps.

📱 Mobile Orders Not Printing

Symptom: Orders placed through mobile ordering (order.mashgin.com) are not printing on the kitchen or receipt printer.

Step 1. Check “Accept Orders From” Setting

Kiosk Zero must be configured to accept orders from all platforms, not just tablet orders.

  1. Switch the tablet to Kitchen Mode (Manager Mode → Settings → Mode → Kitchen Mode).
  1. Exit Settings
  1. Under Kitchen Mode, you have the toggle in the top left
  1. Make sure Mobile is selected(Highlighted in Purple)
 
Notion image

Step 2. Verify Mobile Order Printer Rule

Mobile orders follow the same kitchen receipt printer rules as tablet orders. In Manager Mode → Settings → Receipt Rules, confirm a Kitchen rule exists and points to the correct printer.

🔗 Relevant Articles

🖐️

Need help? Contact support at 📧 help@mashgin.com or call (855) 475-0889

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