Retail Support - Troubleshooting cash drawers
While we can give basic instructions for Windows setup of hardware, situations can vary greatly between Windows versions and hardware configurations. If the information provided below does not resolve your issue, please refer to your IT specialist.
The cash drawer will not open
- Check that the cash drawer is plugged into the port on your computer (or printer) and the power is switched on.
- Check that the cash drawer is not locked and can open without obstruction.
- Make sure you have selected the Use Cash Drawer option in the Cash Drawer window.
- Check that you have entered the correct control code required to open the cash drawer in the Trigger field. Refer to the cash drawer documentation or speak to the supplier of the cash drawer for this setting. Check that you have converted the control code correctly to the format used in RetailManager.
- If your cash drawer is connected to your docket printer:
- Make sure there is paper in the printer, that the printer is turned on and that it is online.
- Make sure you have selected the correct printer model from the Printer Type selection list in the Cash Drawer window.
- If your printer has more than one cash drawer connection, make sure it is plugged into the correct one on the printer.
- If the cash drawer is plugged directly into a port on your computer (and not the docket printer):
- Check that the correct port is specified in the Cash Drawer window.
- If you are using a serial cash drawer, check that the multiplier required to open the cash drawer is set correctly. You may need to speak to the supplier of the cash drawer for this setting. The default displayed in the Multiplier field is 1. Try increasing this number by five and testing the cash drawer until it opens.
- If you are using a serial cash drawer, make sure that the IRQ (Interrupt Request) your serial port is using is not shared by another serial port on your printer. Often a third or fourth serial port may share its IRQ with ports one and two. An internal modem may also be sharing the same IRQ.
To check which IRQ your serial port uses, do the following:
- Open the Device Manager window:
Windows Vista/Windows 7:
- Go to the Start menu, right-click Computer and choose Properties. The System window appears.
- Choose Device Manager from the left pane of the window. The Device Manager window appears.
- On your desktop, right-click My Computer and choose Properties. The System Properties window appears.
- Click the Hardware tab and then click Device Manager. The Device Manager window appears.
- In the Device Manager window, select Ports (COM & LPT), right-click the port that you want to check the settings for and choose Properties. The Communications Port (COMx) Properties window appears.
- Click the Resources tab and make a note of which IRQ your serial port uses. Then click OK.
- Follow these steps to check that the other serial ports you are using don't use the same IRQ.
- If you are using a serial cash drawer, check that the port settings you entered are correct. On some serial cash drawers you need to lower the baud rate of the serial port to 300. This is achieved by changing the properties of the port in the Settings window (click Settings in the Cash Drawer window).
Note: Our support note Troubleshooting RetailManager and associated hardware may also be useful.