IMPORTANT: The cash drawer is connected to the POS through the receipt printer. If the receipt printer is off or disconnected from the POS, then the cash drawer will be unable to open.
Check for a click sound
When triggering the Open Cash Drawer command on the POS, the cash drawer is expected to make a click sound if it is in communication the POS system.
Firmly push the cash drawer back into it's enclosure
On the main cashier screen of the POS, tap the $ on the bottom right corner
This will open the Till Details popup window
Tap Open Cash Drawer on the popup window
Once this button is tapped, listen closely to the cash drawer and confirm whether it is making a click sound
This step can be completed multiple times if \ unsure whether there is a click sound or not.
Depending on whether the cash drawers produces a click sound or not, proceed through one of the two troubleshooting sections below:
Cash drawer doesn't make a click sound - Red section
Cash drawer makes a click sound - Green section
Cash drawer does not make a click sound
If the cash drawer does not make a click sound when the Open Cash Drawer button is tapped, the POS is not in communication with the cash drawer. Proceed through the directions below:
Check if the receipt printer has power
The cash drawer connects to the POS via the receipt printer. If the receipt printer is not receiving power, the POS will not be able to communicate with the cash drawer.
Check if the status LED on the top left of the receipt printer is lit
If the status LED is not lit, check that the power switch on the front left of the receipt printer is in the On position
If the power switch is in the On position but the status LED is not lit, check that the receipt printer's power cable is fully inserted on both ends.
Example photo:
Attempt to open the cash drawer through the POS again to test if the issue has been resolved
If the receipt printer is on but the cash drawer is still not opening, proceed to the next step.
Restart the POS App
On the main cashier screen, select the gear icon in the bottom right corner of the screen.
This will open the System Status window.
Select Restart App on the System Status window
Log back into the POS app
Attempt to open the cash drawer through the POS again to test if the issue has been resolved
If restarting the POS app does not fix the issue, proceed to the next section.
Check if the cash drawer's cable is connected
Check the cable connections on the back of the receipt printer.
Moving from left to right, confirm that 3 of the 5 ports have cables securely plugged in
USB Empty
Serial Port Plugged in
LAN Port Empty
Cash Drawer Plugged In
Power Plugged in
Receipt printer comm port picture for reference:
If any cables aren't inserted into the correct ports or are only partially inserted, reinsert them into their correct ports.
Attempt to open the cash drawer through the POS again to test if the issue has been resolved
If all cables are securely plugged in to the correct ports, proceed to the next section.
Check connection settings in the POS app
On the main cashier screen, find the Date & Time display on the bottom of the screen
Quickly tap the Date 3-5 times.
A hidden peripheral settings popup window should appear
Under the Peripherals section at the top of the popup window, confirm the Receipt Printer Port field is set to the following
/dev/cu.usbserial-########
Important: In the Receipt Printer Port field, the alphanumeric number string will be different for every POS lane.
Example photo:
If information in Receipt Printer Port field does not match, update the field.
Once all information has been updated, the user may exit the popup window on the POS App by tapping the X in the top right corner of the window.
Restart the POS app.
Directions for this process may be found in previous sections of this guide.
Log back into the POS app and attempt to open the cash drawer through the POS app again.
If the cash drawer still does not open through the POS, the cash drawer or its cable has likely been damaged. Reach out to the Vori support line for help on next steps.
Cash drawer makes a click sound
If the cash drawer makes a click sound when the Open Cash Drawer button is tapped, the cash drawer is being physically prevented from opening . Proceed through the directions below:
Check if the cash drawer is locked
Check the position of the cash drawer's front lock
Locked - If the front lock is in the vertical position, the cash drawer is locked and can only be opened with the accompanying key
Unlocked - If the front lock is in the horizontal position, the cash drawer can only be opened electrically and should be in normal communication with the POS
Example diagram of lock positions:
If the cash drawer is in the Locked position, insert the cash drawer's key and turn the lock counterclockwise into the Unlocked position
Test if the POS app triggers the cash drawer to open successfully
If the cash drawer is unlocked and clicks but is not opening, then proceed to the next section.
Manually open & close the cash drawer
Insert the cash drawer's key into the front lock
Rotate the key counterclockwise into the Manual Open position until the cash drawer opens
If the cash drawer opens, push the cash drawer back in and set the front lock to the horizontal position
Attempt to open the cash drawer through the POS again to test if the issue has been resolved
If the cash drawer is unlocked and clicks but is still not opening, then proceed to the next section.
Check for obstacles within the cash drawer
Check for and remove any obstacles from within both the cash drawer and its enclosure that may be preventing it from opening electronically
If the cash drawer still does not open through the POS, the cash drawer or its cable has likely been damaged. Reach out to the Vori support line for help on next steps.