PED printing issues
PED terminals do not contain ink, but instead print via an internal thermal printer. The graphical thermal printer is located in the upper part, above the display on the payment terminal.
Common causes of PED print quality issues, include:
Print roll.
Printing strip.
Depleted battery.
and are all reviewed in this article.
We will not cover how to suppress or turn off receipts.
Print roll
While this may seem like an unexpected starting point, this is a frequent cause of print quality issues.
To check the printer roll, follow the steps below:
Pull the paper roll handle, as shown in the diagram below, to open.
Gently open the paper roll.
Check the paper roll position is correct, as per the diagram below:
Firmly close the Paper roll handle.
Test the printing quality again. Printing strip
📌Tip: An easy way to test printing is to perform a Handshake from the nine dot Quick Menu.
⚠️Important: Till rolls can be purchased from the Trust Payments online store, and need to have a width of 57mm, and an outside diameter of 40mm.
Printing strip
To check the printing strip, follow the steps below:
Pull the paper roll handle, as shown in the diagram below, to open.
Gentle open the paper roll section and remove the paper roll.
With the paper roll removed, check the following areas:
Are there any signs of visible damage within this section?
If yes, photograph the damage and submit a support case with the image.
Is the pinch roller, which holds the roll in place, loose at all?
If yes, submit a support case.
Does the heating element have any dust or debris that could be causing the issue?
📌Note: The heating element is the metal strip along the top side of the terminal nearest the screen.
If yes, use a dry lint-free cloth, like a glasses cloth, the remove the dust and debris.
Insert the paper roll as show in the Print Roll section above.
Firmly close the Paper roll hatch.
Test the printing quality again. Depleted battery
🤓 Tip: An easy way to test printing is to perform a Handshake from the 9-dot Quick Menu.
Depleted battery
A depleted battery can degrade the quality of printing. If receipts are being printed with faded ink, re-charge the device's battery and try printing again.
Next steps
If you have reviewed the options above and have not been able to resolve the print quality issue, please create a support case.
To speed up your support case, please provide the following information:
Your name and position at your property.
Your property's name and Site ID, which can be found in the top left of your Rezlynx screen.
How many terminals is this affecting?
Could you please confirm when this issue started to happen?
Can you confirm that the printer roll is definitely inserted correctly and securely?
Can you see any visible damage that could have potentially occurred to the printing area of the terminal?
Can you see if the pinch roller that holds the roll in place is loose at all?
Does the heating element have any scum or dust on it that could be causing the issue?
Your answers to the above questions really do help to move the case along quickly and will be appreciated by the team.