Note: AutoPrinter should be installed only once per location.

The first step of troubleshooting is to make sure you are running the latest version of AutoPrinter.

Otherwise, you can find common issues and resolutions in this document.

Unable to Retrieve AutoPrinter Channel 

The error: Unable to retrieve AutoPrinter channel. Are you using an AutoPrinter-specific API token? will appear if you try using a non-AutoPrinter API key you manually generated. Please follow the Create an API token steps to fix this.

Cash Drawer Will Not Open

Note: The following screenshots work for the Epson TM-T88V but the same steps, in general, should work on any receipt printer.

1. Open up your Control Panel and navigate to Devices and Printers.
2. Right-click on your receipt printer and select Printer Properties.
3. In the pop-up window, click Preferences.
4. In the next pop-up window click the "Peripherals" tab at the top.
5. Make sure your Cash Drawer is set up properly, e.g.: 
   
6. Click Operation Check to ensure that your cash drawer opens at this time.
7. Click Apply.
8. Go back to the first Printer Properties pop-up window and click the Advanced tab.
9. Move down and click Printing Defaults…
10. Click the Peripherals tab.
11. The Cash Drawer will be exactly the same as the first time we adjusted the cash drawer settings, shown here: 
    

Please make sure both of the Cash Drawer settings in both the Preferences area as well as the Printing Defaults area are the same.

Apply it and then set up your printer in AutoPrinter (if you haven't already) and print a receipt.

The Pop Drawer Button Doesn't Pop the Cash Drawer

If the drawer pops when you print a receipt but does not pop when you click on the “Pop Drawer” button on the POS tab, you will have to configure your register in Syncro as well as AutoPrinter.

To do this:

1. Confirm you are assigned to the proper Register in the software by navigating to "User Menu" (your email address in the far top-right corner) > Change Register and select the proper Register.
2. Select the same Register in AutoPrinter underneath the receipt printer using the “Register” drop-down at the bottom: 
   
3. If you don't see your Register in that drop-down area, you may need to log out of AutoPrinter, close the program, and then re-start it by right-clicking on the icon and selecting “Run as Administrator.”
4. Log in and check to make sure the Register is included in the drop-down menu.

Service Keeps Crashing/Eternal 'Please Wait' Spinner

1. Closeout of AutoPrinter by right-clicking the icon on the taskbar and selecting "Exit".
2. Navigate to: C:\ProgramData\AutoPrinter and right-click on that folder, then select “Properties.”
3. In the Properties window, click Security > Edit… > Users > Allow > Apply: 
   
4. Reboot and test AutoPrinter.

Receipts Print Extra Length/Keep Spooling

AutoPrinter does not have any kind of print settings and uses the defaults that your printer has, and so for this you must modify your printer driver settings.

Labels Print Rotated/Sized Incorrectly

AutoPrinter uses your printer driver settings to adjust the size and orientation of the labels, so adjusting these settings is the first step.

In Windows, navigate to Control Panel > Devices and Printers to get to your printer, then right-click.

You may also want to try a complete re-installation of your printer driver if you cannot find the proper sizing/orientation settings.

Starting off with a clean installation of your printer driver and AutoPrinter will be the best way to begin troubleshooting as you'll be starting off with a clean slate.

Windows 10 Blocking AutoPrinter

The error: An administrator has blocked you from running this app. AutoPrinter.Service.exe is commonly seen on older unsigned versions of AutoPrinter.

To fix this we recommend downloading the latest version of AutoPrinter and doing a clean install, making sure to run the install application as an Administrator. See Steps for a Clean Re-install.

If you are still seeing this error after a clean install please have a look at this article on how to remove the block, by adding an exemption to the application in Windows 10. 

See also: How to Fix “This App Has Been Blocked for Your Protection” Prompt on Windows 10 PC.

Steps for A Clean Re-install

If nothing you try is working, or your installation does not match these descriptions, please try the clean re-install steps below.

Performing a clean re-install will wipe out your previous installations and install a brand new copy of AutoPrinter, which can help with troubleshooting any issues you may be having. It is important that you follow every single step as follows:

1. Stop the service by opening up your start menu and typing "Services", then press Enter.  
   
   You should see the Windows Services menu with a list of all of the services currently on Windows. Find the "AutoPrinter Service" option and right-click it, then select "Stop" from the list. If it is already stopped or you don't see the service, then you can continue on. Otherwise, make sure the service is stopped before continuing. 
    
2. Uninstall AutoPrinter via the Windows Control Panel > Uninstall a Program option. Find AutoPrinter in the list of installed programs and uninstall it as you normally would.
   
   If you get an error saying the AutoPrinter Service is still in use, click Continue and it should complete successfully:
   
   This ensures the app will be back to its defaults once you reinstall it.
    
3. IMPORTANT: Remove any remaining files:
   1. Open your Start menu and type "run", then press Enter so the Run dialog box pops up.
   2. Type %programdata% in the Run box and press Enter. A File Explorer window opens up with a list of folders.
   3. Find the AutoPrinter folder and delete it. If there is no AutoPrinter folder, make sure you are searching the C:\ProgramData directory. If you're in that directory and still can't find the AutoPrinter folder, continue on.
4. IMPORTANT: Reboot your computer.
5. Download the newest version of AutoPrinter.
6. Run the installation file by navigating to where it downloaded. Right-click and select Run as Administrator.
7. If you have a strict anti-virus or web filter, now is the time to create an exception for the AutoPrinter program, or you can temporarily turn it off. Create exceptions for two files: AutoPrinter.exe and AutoPrinter.Service.exe, both usually found in: C:\ProgramFiles(x86)\RepairShopr\AutoPrinter.
8. Start AutoPrinter. Log in and test configuring your printers as well as printing from the software.

AutoPrinter No Longer Prints

It could be you need to make sure your firewall allows the ports and domains used by AutoPrinter.

AutoPrinter uses ports 80 and 443.

You can allowlist these domains as well:

1. The default websocket host: ws.pusherapp.com
2. Cluster-specific websocket hosts that you may be using if you aren't on mt1: ws-[your-cluster].pusher.com
3. The sockjs fallback host for when websockets aren't supported on the client: sockjs.pusher.com

And finally, optionally our stats collection endpoint. You can safely leave this blocked and ignore any related errors. It's also possible to block this entirely in pusher-js: stats.pusher.com

And for the server you will need: api.pusherapp.com

Or, again if you are on a cluster other than mt1: api-[your_cluster].pusher.com

Also, make sure the application has correct security permissions.

Change Security Permissions

1. Close out of AutoPrinter by right-clicking the icon on the taskbar and selecting Exit.
2. Navigate to: C:\ProgramData\AutoPrinter and right-click that folder, then select Properties.
3. In the Properties window, click Security > Edit… > Users > Allow > Apply: 
   
4. Reboot your computer and try printing again.

Reset Your Browser to Default Settings

There are times when, after trying every trick in the book, AutoPrinter still will not function. Resetting your browser to its default settings will sometimes work in those situations. Use these links to help:

• Reset Chrome
• Reset Firefox
• Reset Edge
• Reset Safari

Send AutoPrinter Logs to Support

If you are not able to resolve a problem and contact Support about it, they may ask you to send the AutoPrinter logs. To do this,

1. Click the About icon below the magnifying glass icon.
2. Click EXPORT LOGS.
3. Enter a filename, such as aplogs, and click Save.
4. You will see a dialog that says, "Export successful. Open the logs directory?" Click Yes to see where the file got saved.
5. Reply to the Support email and attach the logs file to it.