Why isn't anything printing?

Work through these in order. They are listed by how often each one turns out to be the cause, so the first few solve most cases.

Before you start: open Store Settings → Printer Settings. Whatever that page says is the fastest clue you have, and the rest of this article refers to it.

1. Did the printer settings that were entered into CloudPrint actually save?

This is the most common cause by a wide margin, and it catches almost everyone.

When you set the printer up, pressing Submit on the printer's own settings page does not save anything. It only shows you a confirmation screen. The settings are not written to the printer until you:

1. Open Save from the menu on the printer's settings page
2. Choose the option to save and restart
3. Let the printer restart

If you filled everything in correctly, pressed Submit, and walked away, the printer never received any of it. It looks exactly like a printer that was set up properly and is now broken.

Fix: go back into the printer's settings page, check the CloudPRNT settings are still there, and if they are not, enter them again and use Save from the menu this time.

2. Is the printer switched on, with its lights on?

Sounds obvious. It is still worth thirty seconds.

• Power light on at the front
• No lid or cover sitting open
• No error light blinking

If the printer is completely dark, check the power cable at both the printer and the wall. These printers have an internal power supply, so there is no separate power brick to come loose.

3. Is the network cable plugged in at both ends?

Check the cable where it enters the printer and where it enters your router or switch. A cable that has been nudged out of the printer by a few millimetres looks completely normal.

If there is a small light next to the network socket on the printer, it should be lit or blinking.

4. Has the store internet dropped?

Try loading any website on a till or a phone connected to the store network.

If nothing loads, the printer cannot reach us either. Nothing is lost. Every order placed while the printer is offline is held, and all of them print as soon as the connection comes back. You do not need to re-send anything.

5. Does Buddi say the printer is connected?

Go back to Store Settings → Printer Settings.

6. Print a test chit

If Buddi says Connected, press Print test chit on the Printer Settings page.

• A chit comes out. The printer is fine. The problem is with a specific order, not the printer. See A single order didn't print
• Nothing comes out. The printer is talking to us but not producing paper. Check the paper roll is loaded the right way round (see the paper article) and that the cover is fully closed

7. Is printing switched on?

On the Printer Settings page there is a toggle: Print a chit for every online order.

If someone has turned it off, the printer will show as Connected and a test chit will work, but ordinary orders will not print.

Still nothing?

Contact support and tell us:

• What Store Settings → Printer Settings says, word for word
• Whether Print test chit produced paper
• Roughly when it last worked
• Whether anything changed at the store recently: new router, new internet provider, the printer being moved

That saves us asking, and usually means we can tell you the answer on the first call.