If you’re having difficulty printing receipts or labels, we’ve put together some quick troubleshooting tips that may help solve the problem. This guide will walk you through some common fixes for printer issues.

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Before we start troubleshooting, it’s important to know if you’re using Hardware Agent (HWA) or Print Window to print receipts.

NOTE: Labels must be printed using the Hardware Agent, and cannot be printed using Print Window.

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If you use the Print Window method and are having issues printing receipts, follow these steps to troubleshoot the issue. Before you begin, check the physical connections, paper roll, and indicator lights to make sure it's hooked up and ready to go!

Step 1: Navigate to SellTreez and check your printer location in the upper right corner of the screen.

Step 2: Your printer location should be set to “Print Window”. If it’s set to a different location, click the location to reset it to “Print Window” instead.

Step 3: Click on Current Sale > View Recent Receipts and try printing again. If receipts are still not printing, continue to the next step.

Step 1: Use the Search box on the taskbar of your POS terminal to navigate to Printers & Scanners. On Windows 10, this is found in the bottom left-hand corner of your desktop.

Step 2: Locate and click on the printer you’re testing, and then select Manage.

Step 3: Select Printer Properties.

Step 4: Under the General tab, click Print Test Page.

If you were able to print the test receipt, continue below. If you were not able to print a test receipt, we recommend:

If the test receipt will still not print, we recommend getting in touch with your IT specialist as there may be an issue with the hardware itself.

NOTE: If receipts are printing too long, try setting the default margins to ‘None’ in the print preview dialog box.

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If you use the Hardware Agent printing method and are having issues printing receipts or labels, follow these steps to troubleshoot the issue. Before you begin, check the physical connections, paper or label roll, and indicator lights to make sure it's hooked up and ready to go!

This printing method will only work if the Treez Hardware Agent app is installed and running.

Step 1: Use the Search box on the taskbar (found in the bottom left-hand corner of your desktop for Windows 10) or look in your Applications folder to locate the Treez app.

Step 2: If you cannot locate the Treez Hardware Agent app on your computer, follow the instructions here to download, install, and set it up.

If the App is installed and you’re still unable to print, continue below.

The Treez Hardware Agent app must be running and connected to the same URL and print location in your web browser in order to print successfully.

Step 1: Use the Search box on the taskbar or look in your Applications folder to locate and open the Treez app.

Step 2: Navigate to SellTreez or the Customer Directory and set the appropriate print location by clicking on the pin icon on the top bar of the screen, and selecting the desired option from the drop-down. If you don't see your print location as an option to select, try checking this.

Step 3: Check that the print location at the top of the Hardware Agent app matches the correct location on your Treez screen.

Step 4: Check that the URL in the browser running Treez matches the URL in the Hardware Agent app.

If the print location and URL match, skip to Verify only one Hardware Agent is connected to each printer. If the app is connected to the wrong URL or print location, continue to the next step.

Step 5: Reset the app by right-clicking the app’s icon on the upper left > Settings > Reset.

Step 6: Reopen the app and enter the correct URL and location.

NOTE: If you’d like two computers to use the same printer, the Hardware Agent app will need to be installed and running on only ONE of the computers. Simply select the same location on each computer from the top navigation bar of either SellTreez or the Customer Directory. The printer will not work successfully if there is no Hardware Agent app running on either computer or if you try to run the Hardware Agent app associated with the print location on both computers.

Step 1: Confirm you have the correct permissions enabled by checking the printer settings under Printers & Scanners > Manage > Printer Properties > Security.

Step 2: In the "Permissions for Everyone" section, confirm the checkboxes under the "Allow" column are checked for "Manage this printer" and "Manage Documents". In some cases, the checkboxes may be disabled (will appear greyed out) for non-admin profiles. If the permissions are disabled, sign in as an admin and then check the boxes.

Step 3: Select Apply, and then save by clicking the OK button.

If there is an error selecting a print location in the Hardware Agent app, it may be because the location is already in use on another computer running the app.

Step 1: Identify which computers use the Hardware Agent app, or have it installed.

Step 2: On each computer, use the Search box on the taskbar or look in your Applications folder to locate and open the Treez app.

Step 3: Verify the print location you’re troubleshooting is NOT selected by any other devices running Hardware Agent.

Step 4: If any other Hardware Agents have the location connected, select Settings > Reset All Settings and Exit and go through the set-up process for each computer’s app and reset the appropriate locations.

If you’ve verified the print location is not in use by another computer, but are still unable to print, continue below.

Step 1: Use the Search box on the taskbar to navigate to Devices and Printers on the Control Panel.

Step 2: Locate your printer, and then touch and hold or right-click that printer.

Step 3: Select Printer Properties. (Be sure to select “Printer Properties” and not “Properties”.)

Step 4: Under the General tab, click Print Test Page.

If you were able to print the test page or label, continue below. If you were not able to print a test receipt or label, we recommend:

TIP: You may need to download the manufacturer’s uninstall tool.

If the test page or label will still not print, we recommend getting in touch with your IT specialist as there may be an issue with the hardware itself.

Step 1: Navigate to Configuration > Config Page > Hardware Agent in the Treez portal.

Step 2: Select the desired location from the list and verify that the device you’d like to print from is selected in the appropriate dropdown.

NOTE: Haven’t created the location yet? Just follow the instructions here!

Step 3: Check each location to verify the device is not selected under another location.

Step 4: If the printer is not an option to select from the dropdown, click “Scan for New Devices” and try to select the desired device again.

Note: If the above steps do not work you can also try deleting and recreating the location. Then, reconnecting the device to the location which can help.

Step 1: Use the Search box on the taskbar to navigate to Devices and Printers on the Control Panel.

Step 2: Select your printer from the list, and click Open queue.

Step 3: In the dialog box that opens, select Printer > Cancel All Documents from the menus on the top left-hand corner.

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Sometimes it is necessary to reinstall your printer. This process can help "fix" printer software issues and is a surefire way to force it to update its drivers.

Sometimes, clients have several "copies" of the same printer recognized on a single location but only one copy actually works. In these cases simply testing all the "versions" of the printer available easily shows which one will produce results and solves the issue.

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If the receipt or label will still not print, we recommend getting in touch with your IT specialist as there may be an issue with the hardware itself. We have also compiled direct troubleshooting links from some hardware manufacturers here:

Zebra Label Printer

Apple Hardware

Windows Hardware

Cummins Cash Counter

Epson Hardware

MC Print3: https://starmicronics.com/support/download/star-windows-software-full-v3-0-0/

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