For more information on hardware setup and support through our partner PLS, please visit our documentation here.

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 unable to print a test receipt, we recommend:

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

The Treez Hardware Agent enables your printer to automatically print receipts. When you complete a sale, you’ll see the receipt flash on the screen quickly, before being returned to the payment screen where you’ll be prompted to return any change to the customer. In other words, the receipt will print without any additional action from you.

Print Window uses simple browser printing for receipts. When you complete a transaction when Print Window is in use, a print preview dialog box will open, and you’ll have the option to adjust settings (if necessary) and confirm or cancel the print.

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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.
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If you use the Hardware Agent printing 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!

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.
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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 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.

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

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.

If you’d like two computers to use the same printer, the Hardware Agent app will need to be installed and running on the computer connected to the printer.

Simply select the same hardware 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 the computer connected to the printer or if you try to run the Hardware Agent app associated with the print location on both computers.

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

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 in 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.

We recommend removing any errored out printers or any printers that are no longer use to alleviate any delayed printing issues.

If the receipt still will 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:

Epson Hardware

Star Hardware: