General Hardware Troubleshooting

There are times that your receipts download to a text file instead of being printed in your receipt printer. This is just one of the things that might happen if there's an issue with the hardware. Here are the simple steps you need to consider in order to fix it:

1. Make sure everything is plugged in. As simple as it sounds, a lot of times, hardware cords can accidentally be pulled out, or occasionally your computer will have a broken USB port. The only way to make sure it's connected is to check if the device is in the Control Panel > Hardware and Sound > Devices and Printers on the computer.

The label of the printer detected will depend on the brand and model. In this example, you will see that a POS-X printer is detected by the computer. If the printer icon doesn't show on this page, consider unplugging and replugging the USB cable, plugging it into another USB port, or changing the USB cable. 

2. Check your computer's date and time settings. The Aluvii service will not work correctly if it detects your computer's date is not in sync with your location. To adjust it, go to your computer's settings and adjust your date. Make sure you choose the correct timezone where you are located.

3. Do a quick check on the version of Microsoft OPOS for .NET 1.14 in the Control Panel > Program and Features. The correct version for this application should be "1.14.1". If you are seeing other versions, contact Aluvii Support right away so that the correct version will be installed. Otherwise, proceed to the next step.

4. Do a health test using your printer's utility app. In this example, the printer connected to this computer is an Epson TM-T88V, and it uses the Epson OPOS ADK Tool. Search for this tool on your computer and perform a health check to make sure that the printer is working correctly. Click here to see the common receipt printers and their corresponding utility tool.

5. Make sure the Aluvii Gateway service is running. The service is what communicates with the hardware and Aluvii, so no service, no hardware. To make sure it's running launch the Task Manager and navigate to the Services tab, you can filter the service names alphabetically, to view the "Aluvii Client Gateway" and "Aluvii Client Hardware" services. Make sure this is running. If not, right-click on the stopped service and hit Run.

NOTE: It is important to run the Task Manager with administrative access. Sometimes, if you are logged in as a guest user in Windows OS, it will not let you activate these services and it will need administrator privileges.

6. Make sure to refresh the devices in the Hardware Management portal. Launch this page by right-clicking on the Aluvii icon in your taskbar and clicking on Open Management Portal option. You will then be asked to log in to this page. Use the same email and password you use to login into the Aluvii system. After that, click on the 3-lined icon for the Settings, and click on the Devices tab. Click on the Refresh Devices option to make sure that your devices get detected. You can also do a test to check if the devices are working.

7. Then, go back to the Aluvii page and click on the account that is currently logged in. Click on the Refresh Hardware Profile to make sure that your hardware setting gets updated.

8. Finally, go ahead and run some diagnostic tests to see if your hardware is back up. You can go to the Employees Register > Returns and re-print a receipt.
If none of the above worked, there may be something else causing your hardware to fail, please reach out to support if that is the case.