Printer stopped printing. What to do?

Important

• It is necessary to install the printer driver in Windows for it to work correctly. Simply plugging the printer cable into the computer is not enough for it to start printing.
• To test if everything is set up correctly, you can send a test print page directly through the printer driver.
• If the printer is already installed and working in Windows, check here how to configure it for use in Nex.

What to check before starting adjustments

Before tweaking the computer and printer settings, it is important to understand the situation to find the fastest solution. Check the following information:

• Your Nex plan: On the Free plan, receipt printing is only available in A4 or PDF format. If you use a receipt roll (thermal) printer, this feature is exclusive to paid plans.
• Your printer model: Identify whether your equipment is a thermal roll printer or a standard printer (inkjet or laser). This helps you understand the correct paper type and configuration.
• When the problem occurs: Did the printer stop working for all sales or only for specific ones?

If your plan is active, the print settings are correct, and the issue occurs on all sales, follow the steps below to attempt to solve the situation.

Change the physical input port or port in the printer driver

If you change the USB port where the printer cable is plugged in, you will need to update the port configuration in the driver, as Windows does not update this automatically.

We recommend always keeping the printer connected to the same physical port to avoid the need for further adjustments. See here how to change the input port in the printer driver. Alternatively, you can plug the cable back into the original USB port it was using before.

Restart the computer and the printer

Sometimes a temporary communication failure occurs between devices. In this scenario, restarting the equipment usually resolves the issue.

First, restart your computer. Then, turn off the printer, unplug all cables, and wait 20 seconds. After this period, reconnect the cables and turn on the printer to check if it returns to normal operation.

Restart the Windows Print Spooler

The spooler manages the queue of documents that Windows needs to print. Sometimes files get stuck in this queue, preventing new documents from printing. When this happens, we need to restart the Windows Print Spooler service to clear the queue.

1. In the Windows Start menu, type Services and open the application.

2. Locate and click on Print Spooler.

3. Click on Restart and wait for the process to complete automatically.

Reinstall the printer driver

In some cases, it is necessary to reinstall the printer driver so that it can properly communicate with Windows again. Each brand and model has its own driver, and it must be installed correctly for the printer to function.

Nex Technical Support

If the printer continues to experience issues even after taking these steps, you can contact our support team so we can assist you. Our team specializing in hardware/equipment is available to help find a solution. Check our customer service channels here.

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