Work out why a printer is not printing
No docket coming out? Look at the print job history in EnakVP so you know whether the job was even sent.
Steps
- 1
Open Printer Jobs
In EnakVP, go to Tools > Printer Jobs. Each row is one print job, with Order, Type, Service area, Status, Queued and Printed. The list refreshes itself every 15 seconds.
- 2
Read the status
Pending means it is still waiting. Claimed means a device picked it up. Printed means it is done. Failed shows in red with the error message. Cancelled means it was dropped, which includes jobs a cashier cleared from EnakPOS with the reason "Dismissed by cashier".
- 3
Filter down to the problem
Use the Status filter for Failed only, Type to pick Cashier or Operational, and Queued from and Queued until to narrow the window. If there is no row at all, the job was never created: check the service area on the dish's category.
- 4
Look at the device log
For venues running EnakPay Agent, go to Settings > Venue Settings > Printer Settings and tap View Logs. The Printer Agent Logs page shows When, Device, Event, Level and Message, and can be filtered per device or per Level.
- 5
Reprint from the till
Reprinting happens in EnakPOS, not in EnakVP. In the EnakPOS sidebar, tap Print issues, then Reprint on the row. Dismiss clears the warning without printing anything.
The Print issues count in EnakPOS and the Printer Jobs list read the same records, but they will not match. Print issues only counts kitchen dockets on agent service areas, plus jobs stuck for more than two minutes. A failed till receipt shows in Printer Jobs, not in Print issues.
Good to know
A little more depth, so your team understands why, not just which button.
No row means it is not the printer
If an order has no row in Printer Jobs at all, the job was never created. That is nearly always a menu category with no service area behind it. Check Select Service Area on the category before you touch the printer.
Print issues and Printer Jobs are not the same list
They read the same records, but Print issues in EnakPOS only counts Operational dockets on Agent service areas, plus jobs stuck for over two minutes, plus failed dockets still sitting on that tablet. The two counts are not meant to match.
Reprinting only happens at the till
Printer Jobs in EnakVP is for looking and for clearing out. The Reprint button lives in the Print issues panel in EnakPOS. A job a cashier cleared with Dismiss shows up in EnakVP as Cancelled with the reason "Dismissed by cashier".
View Logs is only for Agent venues
The View Logs button on Printer Settings and the Printer Agent Logs page only appear when your venue runs EnakPay Agent. If yours does not, that button is not there, and Printer Jobs is where you look instead.
Still stuck?
Our support team helps 24/7 on WhatsApp, remotely or at your venue.
More EnakVP guides
- Add a menu item in EnakVP
- Bulk upload your menu
- Check and export your sales report
- Install the Insight app on the owner's phone
- Add a staff member, with their PIN and access
- Change your venue opening hours
- Add a table and print its QR code
- Connect a printer and send a test print
- Create a discount promotion
- Change a menu price in EnakVP
- Set up menu hours (service periods)
- Create a modifier group and attach it to items
- Mark an item sold out and track its stock
- Track the stock of one modifier option
- Use promo labels to group your items
- Add a floor area and its tables
- Set up service areas so orders reach the right printer
- Kiosk-only access, PINs, and people who leave
- Read Item Summary and Deep Analysis
- Invoice a customer who pays later
- Chase unpaid on-account bills
- Change your tax, service charge and receipt settings
- Set up sales channels for different prices