Print Management

1 How to set the paper width (58mm/80mm) for receipt printing templates?

Description:

Printer paper widths are typically 58mm or 80mm. If the corresponding width option is missing in the BO system, you need to manually modify it.

Solutions：

Path 1 (Group Perspective): Log into the BO backend -> Group Perspective -> Restaurant Management -> Receipt Template Management -> Find the template type -> Click the three dots -> Modify Name -> Select the paper width.
Path 2 (Brand Perspective): Log into the BO backend -> Brand Perspective -> Restaurant Management -> Receipt Template Management -> Find the template type -> Click the three dots -> Modify Name.
Path 3 (Store Perspective): Log into the BO backend -> Store Perspective -> Restaurant Management -> Receipt Template Management -> Find the template type -> Click the three dots -> Modify Name.

2 How to configure the Table Hold Slip printer?

Printing Logic：
- POS terminals only support configuring the Hold Table printer by device station.
- Handheld devices support configuring the Hold Table printer based on service areas and tables (Zone Printing).
Scenario 1: All POS devices share one printer for Hold Table receipts.
- Go to BO -> Store Perspective -> Restaurant Management -> Print Management -> POS Station Management. Edit each station, check “Hold Table Receipt,” and point all stations to the same printer.
Scenario 2: Each POS device has its own dedicated Hold Table printer.
- In POS Station Management, check “Hold Table Receipt” for each station and assign them to their respective dedicated printers.
Scenario 3: Handheld devices print Hold Table receipts to different printers based on the service area.
- Go to BO -> Restaurant Management -> Print Management -> Zone Printing Settings. Do not edit the default rule; instead, click Add Print Rule, select the area, and assign the corresponding printer (create multiple rules for multiple areas).
Scenario 4: A single POS device needs to print Hold Table receipts to two printers simultaneously.
- Add multiple print rules for the same POS station, pointing them to different printers.

3 How to resolve the “No Permission” error when printing a local driver test page?

Solution: This is a Windows permission issue.

Go to C:\Windows\System32\spool\PRINTERS.
Right-click the folder -> Properties -> Security tab -> Add Write permissions for the current user or ‘Everyone’ group.

4 How to hide customer phone numbers on delivery receipts?

Setup Steps：

Log into the BO backend -> Store Perspective -> Restaurant Management -> Receipt Template Management.
Select the delivery template and click Configure.
Select the field (e.g., Name, Phone Number), turn on the Masked Print toggle on the right panel, then save and publish the template.

5 How to print the checkout receipt grouped by item categories?

Setup Steps：

Log into BO -> Store Perspective -> Restaurant Management -> Receipt Template Management. Configure the template.
Select the Item Component (click the dot in the top left of the component).
On the right panel, find Item Display Order and select Group by Menu Category. Save and publish.

6 Does the category subtotal on the pre-checkout receipt support displaying the discounted price?

A: No, displaying the discounted price in the category subtotal is currently not supported.

7 How to hide the prices of combo sub-items on dine-in checkout receipts?

Setup Steps：

Log into BO -> Store Perspective -> Restaurant Management -> Receipt Template Management. Configure the template.
Select the Item Component. On the right panel, find the toggle for “Display individual prices for combo sub-items/modifiers/side dishes” and turn it OFF.

8 Is it possible to print the reference price of combo sub-items on the checkout receipt?

A: No. If sub-item prices are enabled, the system prints the add-on surcharge amount, not the reference base price. Printing reference prices is not supported.

9 How to hide combo sub-item details entirely on the checkout receipt?

Setup Steps：

Log into BO -> Store Perspective -> Restaurant Management -> Receipt Template Management. Configure the template.
Select the Item Component. On the right panel, turn ON the “Display Combo Header Only” toggle. Sub-items will no longer be printed.

10 How to configure handheld devices to print based on service areas (Zone Printing)?

Setup Steps：Handheld devices rely on Zone Printing rules.

Log into BO -> Store Perspective -> Restaurant Management -> Print Management -> Zone Printing Settings.
Click Add Print Rule, select a printer, assign the target Service Areas & Tables, and check the applicable Receipt Types.

11 How to use the built-in printer of a handheld POS (Order Pad) device?

Setup Steps：

Terminal Settings: Open the Order Pad app on the device -> Settings -> Print Settings -> Enable Built-in Print.
Backend Rules: BO Backend -> Store Perspective -> Print Management -> Zone Printing Settings. Create a rule and check the target receipt types (Note: The built-in printer only reads the selected receipt types; the assigned network printer is ignored).

12 How to add a printer to the system (Frontend POS vs. BO Backend)?

Adding via Frontend POS (Supports Driver & Network Printers):
- Auto Scan: POS Settings -> Printers & Cash Drawers -> Scan to add (Requires installed local drivers working properly).
- Manual Add (Network Printers only): Click Add Manually, enter Name, IP address, and Model, then save.
Adding via BO Backend (Network Printers Only):
- BO Backend: Store Perspective -> Restaurant Management -> Station Management. Click Add Device, input Name, IP address, and Model.
💡

Note:

Printers added via POS can only be edited later via the BO backend.

13 How to troubleshoot printer failure using the Print Log?

Troubleshooting Path: (Requires Local Server ≥ 1.1.28.6).

Log into BO -> Store Perspective -> Restaurant Management -> Print Management -> Click Print Log (top right).
Filter by order number, receipt type, or status. Hover over the “Status” of a failed task to see the specific error message for troubleshooting.

14 How to display the item category on the prep ticket (kitchen receipt)?

Setup Steps：

Log into BO -> Store Perspective -> Restaurant Management -> Receipt Template Management. Configure the prep ticket template.
Select the Item Component. On the right panel, set the Item Loop Order to Group by Menu Category. The category name will now act as the header.

15 What is the supported font size range for print templates?

Standard Text Print：Size 1 to 4.
Image Print Mode：Size 1 to 8.

16 How to print voided items on the checkout receipt?

Setup Steps：

Log into BO -> Store Perspective -> Restaurant Management -> Receipt Template Management. Configure the checkout template.
Drag and drop the “Voided Items List” component into the template layout, then save and publish.

17 What is the maximum character limit per line for 58mm and 80mm printers?

58mm Paper: Max ~32 characters/line.
80mm Paper: Max ~42 characters/line.

18 How to display the “Add-on” indicator on the prep ticket?

Setup Steps： Step 1: Configure the Add-on Rule

Log into the BO Backend -> Operation Center -> Restaurant Management -> Business Parameters -> Order Settings -> Add-on Rule. The system supports three trigger logics:
A. Items ordered after ANY existing item has been bumped/fulfilled are marked as add-ons. (Default)
B. Items ordered after the INITIAL order has been completely bumped are marked as add-ons.
C. Any items ordered after the FIRST order placement are marked as add-ons (excluding items automatically added when opening the table). Step 2: Update the Print Template Go to Receipt Template Management and edit the prep ticket template. Select the Item Component, find “Kitchen Status” on the right panel, and check the [Add-on] status. Save and publish the template to apply the changes.

19 How to resolve the “Unmatched Print Rule” error?

Solution: This usually means the system cannot find a valid routing path. Check the BO backend to ensure print rules for this receipt type and specific area are completely configured and successfully published.

20 How to resolve the “Send Task Failed” error?

Solution：
- For USB Printers, check if the connected POS terminal is powered on.
- For Network Printers, ping the printer’s IP address from the POS to ensure LAN connectivity.

21 No error message, but the printer won’t print, and re-printing fails?

Troubleshooting： This means the task reached the printer’s memory, but hardware execution failed.
- Check the printer’s hardware status (out of paper, paper jam, red error light).
- Restart the printer and print a hardware test page to verify mechanical functionality.

22 How to print the “Kitchen Name” for items on the prep ticket?

Setup Steps：
- Step 1: In Item Management, edit the item and fill in the Kitchen Name.
- Step 2: In Receipt Template Management, edit the prep ticket. Select the item component, and on the right panel, change the display field from Standard Name to Kitchen Name.

23 Can the volume of the printer buzzer be modified in the system?

A: No. Buzzer volume is controlled entirely by the printer hardware. It cannot be adjusted via SaaS software.

24 How to resolve the issue where the kitchen receipt doesn’t print after scanning a third-party delivery QR code?

Solution：If scanning the QR code yields no response or printout, it is a recognition issue with the third-party delivery platform, not the SaaS system. Please contact the platform’s support team directly.

25 Does the End-of-Day (EOD) receipt show specific payment subject details?

A: Currently not supported. The EOD receipt does not drill down into specific custom payment subject details.

26 Can identical items be merged and printed as one line on the checkout receipt?

Setup Steps：

Log into BO -> Store Perspective -> Restaurant Management -> Receipt Template Management.
Configure the checkout template, select the item component, and turn on the Merge Identical Items toggle on the right panel.

27 How to control the display of combo headers and sub-item details on receipts?

Setup Steps：

Log into BO -> Store Perspective -> Restaurant Management -> Receipt Template Management.
Configure the template, select the item component, and use the toggles on the right panel to Show/Hide Combo Header and Sub-items.

28 How to add an e-invoice QR code to the checkout receipt?

Setup Steps：

Log into BO -> Store Perspective -> Restaurant Management -> Receipt Template Management.
Enter the checkout template configuration, and drag the “E-Invoice QR Code” field from the left components panel onto the layout.

29 How to configure line wrapping for long item names on receipts?

Setup Steps：

Log into BO -> Store Perspective -> Restaurant Management -> Receipt Template Management.
Select the item component, and turn OFF the “Display Item Name on Single Line” toggle on the right panel. Long names will now wrap automatically.

30 Can side dishes on prep tickets be printed separately if they belong to different production departments?

A: Yes. Side dishes can be routed to their respective departments.

Path：Log into BO -> Store Perspective -> Restaurant Management -> Business Parameters -> Adjust the Side Dish Printing Mode.

31 Why is the e-invoice QR code not printing after being configured on the checkout template?

Troubleshooting：

Verify if the store has enabled and correctly configured the E-invoice integration in the system.
Re-check the template layout to ensure the QR code component was saved successfully.

32 How to preview the actual receipt layout using the Print Log?

Setup Steps：(Requires software ≥ 1.1.28.6 5260).

Log into BO -> Store Perspective -> Restaurant Management -> Print Management -> Print Log. Click Print Preview on the far right of the log entry to see the layout.

33 Can the system automatically re-print failed orders after printer recovery?

A: Yes. The system can automatically reprint pending tasks within a configured time window (in minutes) after recovery.

Log into BO -> Restaurant Management -> Parameter Settings -> Set the Auto Re-print Time Window (in minutes).
Also, ensure the Print Queue toggle is enabled in Business Parameters.

34 Does the system support configuring a backup printer?

A: Yes.

Log into BO -> Store Perspective -> Restaurant Management -> Station Management -> Printer Devices.
Edit the main printer and assign a Backup Printer to it. Tasks will reroute automatically if the main printer fails.

35 How to troubleshoot when the “quantity” field on the label prep ticket is ineffective?

Troubleshooting：

In the template configuration, check the business attribute bound to the quantity field. If it is set to “By Order”, it will not work for labels. Change it to “By Department”.

36 How to troubleshoot when “Exception Print Rules” (excluding certain items from prep tickets) don’t take effect?

Setup Steps：

In Exception Print Rules, add/edit a rule.
Specify the printer and select the items.
Check the receipt type (ensure “Auto Print” is checked), and set the Print Quantity to 0.
Crucially, click Publish Rule.

37 Under what conditions will printer failure alerts NOT pop up?

Logic：If a cashier clicks the “Remind Me Later” button on a failure popup, the system enters a Do-Not-Disturb mode for 5 minutes. Any subsequent printer failures within this window will not trigger new popups.

38 What causes the receipt font size to suddenly become extremely small?

Cause & Solution：

This is almost always caused by insufficient hard drive space on the POS machine. Low disk space breaks the font rendering cache. Clear disk space to resolve it.

39 How to prevent the Table Hold ticket from printing when voiding an item?

Setup Steps：
- Log into BO -> Store Perspective -> Restaurant Management -> Print Management -> Exception Rules for Print Actions & Receipt Types.
- Click Add Rule -> Select “Hold Table Receipt” -> Uncheck the “Void/Return Item” trigger -> Save and publish.

40 How to remove decimal places for unit prices on checkout receipts?

Setup Steps：

Step 1: Delete the legacy item component in the template editor and drag it into a fresh one.
Step 2: Go to Business Parameters -> Print Settings -> Enable the “Hide decimals if zero” function.

41 Can a Label Production Department print an “Expediter Ticket”?

A: No. If the item’s production department is configured as a “Label” department, it will not support printing a summary Expediter Ticket.

42 Can the font size of the “Modified” indicator on delivery change notifications be enlarged?

A: Yes.(Requires POS v35+).

In the template editor, add the “Order Change” component. You can then adjust the font size specifically for this indicator. Save and publish.

43 How to manually re-print a Hold Table ticket?

Path：For unpaid dine-in orders:

Go to the cart section on the POS order screen. Click More at the bottom -> If not visible, configure Custom Buttons to add the “Reprint Hold Table Receipt” shortcut, then click it.

44 How to configure and print a secondary language (Bilingual Receipts)?

Complete Setup Flow：

Item Config: Fill in secondary language text for all required items/groups.
Font Prep: Download and upload the respective language font file into the BO system.
Template: Set the template font to the newly uploaded secondary font.
Publish & Restart: Publish the template. [CRITICAL] When syncing a new font for the first time, open services.msc on the POS Windows machine, find RestoSuite Local Server, and Restart it. Finally, run a test print.

45 Why does the printed point balance on the checkout receipt show the pre-consumption amount?

Cause & Solution：This is a legacy cache issue from system updates.

Go to the template editor, delete the old “Member Info” component, and drag in a new one to force real-time balance fetching.

46 Explanation of the four prep ticket printing modes for side dishes and their layouts.

Path: BO Backend -> Restaurant Management -> Business Parameters -> Search: Side Dish Printing Mode.

Mode 1: Routed with Main Dish. Only the main dish dept prints. Shows a clear nested hierarchy.
Mode 2: Routed with Side Dish. The main dish doesn’t print. Shows nested hierarchy.
Mode 3: Independent Routing. Both print to their own department. Flat layout, no nesting.
Mode 4: Multiplier Independent Routing. Similar to Mode 3, but side dish quantities automatically multiply by the main dish quantity.

47 How to disable the printing of modified kitchen tickets when a customer changes a delivery order?

Setup Steps：

Log into BO -> Print Management -> Exception Rules for Print Actions.
Add an exception rule to uncheck “Order Modified” for the “Delivery Kitchen Receipt”. Save and publish.

48 What does the “Print Queue Retry Failed” error mean?

Meaning:

It means the network communication between the POS host and the printer is completely disconnected. Check cables, IPs, or USB connections.

49 Can multiple text components be placed on a single line within a print template?

A: Yes. The system supports adding multiple text-type components on a single line.

Path：Restaurant Management -> Receipt Template Management -> Configure Template. Add the [Custom Group] component from the left panel and select multiple business attributes you want to include.
Use Case：By default, placing only one component per line can waste receipt space. This feature allows for a more compact and flexible layout by placing multiple elements side-by-side on the same line, saving receipt paper.
Feature Overview：
- Supports displaying multiple text-type components on a single line.
- Allows you to adjust the spacing and position of each component within the row.
- Supports individual text style customization for each component, including font size, bolding, top/bottom blank lines, top/bottom underlines, and custom display names.
- Components are bounded by configured spacing. If the text exceeds its designated width, it automatically wraps to the next line and left-aligns with that specific component’s starting position.

50 How to troubleshoot when bilingual text is configured but doesn’t print on the prep ticket?

Troubleshooting：

Check the template: verify exactly which field (Standard Name vs Kitchen Name) is mapped to the receipt.
Check Item Library: Ensure the secondary language was actually entered into the specific field that the template is trying to read.

51 Common Causes and Solutions for Printer Failures (Not Printing)

Driver Task Jam
- Solution: Replug USB; clear the Windows print spooler queue; in the SaaS template, replace solid dividing lines with dashed lines to reduce rendering load.
Host POS is Offline
- Solution: If the printer is shared via a host POS over USB, ensure that host POS is powered on and running the Local Server.
Missing Production Department
- Solution: Failed menu syncs can strip items from their prep departments. The print log will indicate this. Re-publish the menu from the BO backend.
Dynamic IP Issue
- Solution: Network printers MUST be configured with a Static IP address, not DHCP.

52 Troubleshooting: Printer Garbled Characters

Solid Lines Printing as Gibberish
- Solution: Solid lines render as images. If “Image Print Mode” is off, they print as gibberish. Switch to dashed lines.
Square Blocks / Font Gibberish
- Solution: The printer font doesn’t support the receipt’s language characters. Upload a compatible language font file in the BO backend and publish it.

53 Feie Cloud Printer Configuration Guide

Configuration Steps： Step 1: Ensure the Feie printer itself is connected to the internet. Step 2: Add Printer to BO Backend -> Station Management.
- Printer Type: FP-N80WC
- Connection Type: Cloud Print
- Credentials: Enter the SN Code and Device Key located on the bottom of the printer. Step 3: Proceed to Print Management and configure standard routing rules for this cloud printer.