Integrated Printing Troubleshooting

QZ Support, Troubleshooting, and Workarounds

Integrated Printing offers a wide variety of new setups, configurations, and automation. We have included common troubleshooting tips and workarounds if you encounter any issues with QZ Integrated Printing.

Please make sure your computer meets the QZ Tray Minimum Requirements before setting up the integration. You can also find additional support on the QZ FAQ Page or create a Zendesk User account to join our QZ discussions:

Integrated Printing - Success Stories

Integrated Printing - Known Issues

Integrated Printing - Feedback

If you continue to experience issues with QZ, please create a support ticket and provide the following information to our Support Team:

  • A detailed description of the issue
  • Brand and model of the printer you are experiencing the issue
  • Paper size being used
  • Your current operating system and version
  • The Current version of QZ installed on your computer
  • The current version of Java installed on your computer
  • Additional technical information, photos, videos, etc. will assist in troubleshooting your issue.

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Workaround - Bypass Integrated Printing and Print Manually

If Integrated Printing is not working correctly, you can print with Browser Dialog from the ticket.

While viewing a ticket, the Ticket Action Bar is viewable on the right side of the page. There are multiple icons based on what you are trying to print — Receipt, Invoice, or Label.

 

1. Click the dropdown arrow next to the icon for the document you would like to print, to expand additional options.

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2. Click Print With Browser Dialog from the available options.

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3. This will open the print job in a new window. Select your printer destination and layout and click Print.

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Check Your Printer Settings

We recommend using the Metric (millimeter) settings for most Star and Epson printers.

If your receipt printer appears to print but only prints out a one-inch blank receipt:

  • Check your DPI. Make sure it is converted from Dot Per Inch to Dot Per Millimeter if using Metric.
    • 1 Dot per inch = 0.0393701 Dots per mm
    • 203 DPI = 7.9921303 (~8) DPM
    • 300 DPI = 11.81103 (~12) DPM
    • 600 DPI = 23.62206 (~24) DPM

If you receive a "Cannot call method public void…" error:

  • Check your DPI. Make sure it is converted from Dot Per inch to Dot Per Millimeter if using Metric.
  • Check for the appropriate version of Java.
  • Close the QZ Tray application.
  • Open "Command Prompt"
  • Copy and paste this exact command and hit Enter on your keyboard.
java -Xms512M -jar "%PROGRAMFILES%\QZ Tray\qz-tray.jar"
  • Check your DPI. Make sure it is converted from Dot Per Inch to Dot Per Millimeter if using Metric. 
  • Close down the QZ Tray and re-open the application.
  • Download and install the latest version of Java. Check to make sure which version of Windows you are running (32-bit vs 64-bit).
  • Uninstall any older versions of Java when it prompts you.
  • Reboot your computer.
  • If you still see the error, try launching the QZ Tray app from the command prompt. This allows you to see error output from QZ and/or start QZ Tray with more memory (The default is 512M. Try 1024M).

If you receive the message: "Error: connection closed before response received":

  •  

Install Windows Printer Drivers for Thermal, Card, and Other Specialty Printers

 

QZ Software Troubleshooting

  • Close the QZ Tray program and reopen
  • Ignore the QZ Tray program in any security software you have running - Avast, Norton, etc.
  • If you have installed more than one copy of QZ Tray, uninstall any QZ programs and reinstall the correct version.
    • Having more than one application installation (QZ and QZ (1)) can force miscommunication.
    • If in doubt, uninstall any programs related to QZ, re-download, and install.
    • Reboot your computer, make sure QZ is running in your system tray and try printing again.

 

Install the latest version of Java on your computer

If everything appears to be set up properly, but the Print Job screen stays open and never completes:

    • Download and install the latest version of Java. Check to make sure which version of Windows you are running (32-bit vs 64-bit) and follow the instructions for downloading the appropriate version. Java Downloads for All Operating Systems
    • Uninstall any older versions of Java when it prompts you to.
    • Reboot your computer

 

QZ Tray Randomly Disconnects or Closes/Crashes, Even if Not in Use

    • Make sure you have the minimum recommended 6 GB RAM.
    • Close down the QZ Tray app and reopen the application.
    • Uninstall the QZ Tray app and reinstall it.
    • Disable any antivirus software or allow the QZ Tray app to bypass it.
    • Reboot your computer.
    • Adjust your Paper Height to a lower setting from ~78 inches (2000 mm) to ~20 inches (500 mm).

 

Downgrade to a Previous Version of QZ

  • Sometimes, an older version of QZ works better than the latest updates.
  • Uninstall QZ from your machine and then reboot.
  • Download version 2.1.6 and previous versions here
  • Install 2.2.1 and open the QZ Tray app, then try printing again.

 

Cash Drawer is Connected to Your Receipt Printer but Does Not Trigger When Printing a Receipt

  • Make sure no third party print utilities (usually installed with the printer) are interfering with the print. Sometimes those utilities override the print jobs with their own settings and need to either be disabled or adjusted accordingly.
  • The communication between different applications and the driver seems to be the common variable in this problem.

 

Clear your Chrome Browser Cache

1. On Chrome Browser, navigate to Options -> Settings.

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2. On the left Settings column, click Privacy and security.

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3. Click on Clear browsing data, and a pop-up will appear. Under the Advanced tab, select Cached images and files (uncheck any additional fields) and click Clear data.

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4. Close Chrome Browser and restart the application.

 

 

START 1.18.X

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