Printer issues

Orders stopped printing

1. Check the ethernet cable is firmly plugged into the printer and your router or network switch.
2. Open your location’s settings, go to Printers, and under Kitchen Printer (or Front-of-house Printer) click Send test print. Managers can send test prints; changing the printer configuration needs an admin.
   • If the test print works, the printer is fine. The problem is with particular orders or a temporary system delay.
   • If it fails, see Test print doesn’t print.
3. Work out the scope: are all orders missing or only some, when did it start, and is it only orders with one payment method (such as pay in store)? If only pay-in-store orders are missing, customers may not be finishing checkout.
4. Send those details to Maple support so it can check for a wider system issue.

An order didn’t print because it’s unpaid

Pay-by-link orders are held back from your kitchen printer and POS until the customer pays, so the kitchen doesn’t start an unpaid order. While waiting, the order shows Pending in Track Orders.

1. Check the order in Track Orders. Pending means it hasn’t been paid.
2. Resend the payment link, or mark the order as paid if you’ve collected payment another way (for example over the phone).
3. Once paid, it goes to your printer and POS automatically.

To avoid this, use pay in store for that order flow; those orders go to the kitchen straight away. See Payment methods. When a customer says their order “didn’t come through”, check Track Orders first.

Test print doesn’t print

1. Open the printer and check the thermal paper faces the right way: the print side (usually the smoother, slightly glossy side) as your printer’s manual shows. Reload it if unsure.
2. Send another test print. It often works on the second try after fixing the paper.
3. If Send test print doesn’t appear, close and reopen your location’s settings, go back to Printers, and check Enable Kitchen Printer is on.

The printer won’t connect

Printers from Maple’s vendor don’t come with an ethernet cable. Use any standard Cat5e or Cat6 cable.

1. Plug one end into the printer and the other into your router or network switch.
2. The printer gets its IP address automatically; there’s nothing to configure.
3. Send a test print from the portal.

You don’t need to be on site: setup can be done remotely as long as someone there can plug the printer in and say whether test prints come out.

Which printer goes to which location

Printers are configured for a specific location before they ship, but may not be labeled.

1. Look for a label, sticker or paperwork naming a location or address.
2. Otherwise, plug in one printer at a location, switch to that location’s settings in the portal and send a test print. If it prints, that’s the match; if not, try the other printer there.
3. If testing doesn’t sort it out, ask Maple support which device is set up for which location.

Android-based POS terminals

Maple’s printer software can’t be installed on Android-based POS terminals (such as GoPass); they don’t allow third-party printer software. There’s no workaround. Contact Maple support about other hardware.

Wrong time on receipts

A past issue with receipt timestamps has been fixed. If you still see wrong times, contact support.

Before contacting support

• Ethernet cable connected at both ends
• Printer powered on
• Paper loaded print side the right way
• Printer listed under location settings → Printers, with Send test print available
• Test print tried at least twice

Contact support