Fix a Jammed Receipt Printer

If your receipt printer is powered on and connected to the POS, but will not print, the auto-cutter blade may be jammed.

When the cutting blade jams in the "out" or "locked" position, safety mechanisms prevent the paper roll cover from opening. If you pull the release lever and the cover remains stuck, do not force it open. Instead, follow the steps below to reset the blade.

Manually Retract the Cutter

To unlock the cover, you must manually retract the cutting blade using the printer's internal gear.

1. Turn off the printer power switch.

2. Remove the front plastic panel of the printer. This is the piece directly below where the receipt prints out. It generally snaps off with gentle pressure.

3. Locate the small internal gear wheel. (See the image below for reference).

   

4. Rotate the wheel with your finger. You can spin the wheel in either direction.

5. Continue spinning the wheel until you hear or feel the blade retract.

   💡 Tip: This process may take a few minutes to complete. The mechanism has a high gear ratio, meaning it requires many rotations of the small wheel to move the blade a short distance.

6. Once the blade is fully retracted, press the release lever to open the paper roll cover.

7. Remove any crumpled paper or debris that caused the original jam.

8. Snap the front cover back onto the printer.

9. Turn the printer power on and print a test receipt.

Troubleshooting

• If the gear wheel is completely stuck and cannot be rotated in either direction with moderate force, there may be a severe hardware failure. Contact support for further assistance.

What if the cover still won't open?

• Ensure you have rotated the wheel enough times. Because of the gear ratio, it is common to underestimate how much spinning is required. Rotate the wheel for another full minute and try the release lever again.