MPop cash drawer is not opening

[FoodbyZed]

We just bought the Star Micronics mPOP Receipt Printer and Cash Drawer and installed it yesterday and we can not get the cash drawer to open.

The manual override in the printer does not work and when ringing up a cash transaction nothing happens to the drawer - not even a click sound as though it’s attempting to open.

I have tried calling for support but it seems staff are not overly aware of the product.

The printer works, we are getting our dockets but I am having to use another till for the cash.

hardware being used

   All in one - Star Micronics mPOP Receipt Printer and Cash Drawer 

Link to Product Purchased 

   iPad

   Square reader

We have searched all trouble shooting sites, done a hard shutdown(factory reset), unlinked and relinked to the iPad, updated the app version, ensured the iPad version is up to date, downloaded the Star Setup App. What else can we do?

[Laurie_]

Hi, @FoodbyZed, thanks for reaching out to let us know and sorry to hear you've been unable to resolve this with our Support Team.

There are some specific Star Micronics troubleshooting steps we can try here to ensure you have the correct connection enabled for your device. Since you've confirmed you're using the mPOP with an iOS device, we will need to have Auto Connection turned on (for Apple iOS iPhone/iPads).

How To Check Auto Connection:
 

1. Turn the mPOP off.
2. Open the printer door manually by pushing it in and pulling the drawer out.
3. Hold down the hidden red button behind the printer on the left and turn the printer on at the same time.
4. It will print out 2 receipts, on the second smaller receipt you will see auto connection settings.
5. Make sure auto connection is in the correct mode (we want this turned ON for your setup).

How To Change Auto Connection:

1. While the printer is on
2. On the back next to the USB ports there is a small hole with RST written, this is the reset button. (underneath the printer )
3. Put a pin inside this and hold it,
4. When the printer makes a cutting sound (click-click noise) let go.
5. And then perform the receipt self-test function shown above to confirm the auto connection setting is ON or OFF.

Then disconnect the printer from the mPOP, and then connect it again. 

If this still does not trigger the drawer to open, then we can try to manually trigger this action with these steps.

And lastly, review the below steps and ensure you've also completed these:

1. Make sure that both your mobile device and Square app are up-to-date.
2. Log out of the app and sign back in. 
3. Turn your mobile device/tablet off and then back on.
4. Force quit the app on your device.
5. If you don’t have any pending offline payments, delete and reinstall the app. 
6. Turn the mPOP device off and on again.

If the above troubleshooting steps don’t help, please reach out to Star Micronics directly at 1-800-782-7636, and enter 995 if asked for an extension. You can also review the mPOP support page on their website.

If the Star Micronics team confirm you will require a replacement, please make note of your call reference number and be sure to reach back out to our team so they can arrange this for you.