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Chapter 5: Troubleshooting

A776 2UG0001 B   11/2016  

A776II Two-Color Thermal/Impact Hybrid Printer: User Guide

29

Status Indications

The online paper status error light is the light to the 
rear, on the top edge of the printer. It may be the first 
indication that something is wrong. 

The light closer to the front on the right edge of the 
printer indicates that a form is inserted properly. It does 
not indicate an error.

For some unexpected conditions, the printer 
communicates the information to the host computer 
and relies on the application to tell the user that the 
printer has a problem. 

The following pages describe common conditions that 
you could encounter and easily fix yourself. A few may 
require that you contact a service representative. See 
“Contacting a service representative” on page 34.

Typical Remedy Procedure 

If an unexpected condition has occurred, take the 
following general steps:
1.  Cycle the power of the printer and note its behavior. 
2.  Check the online paper status error light and 

compare the indications to the following table.

3.  Test the receipt printer or slip printer as described 

on page 14.

4.  Determine if the condition is with the thermal 

receipt printer or the impact slip printer and refer to 
the tables on the following pages.

Online light indications 

Printer status 

Off 

No  power

Fast blink 

Firmware download

Fast blink 

Level 0 diagnostics:  

 

Occurs  at power on and 

 

on reset

Fast blink 

Cover open, receipt or 

 

    slip    

 

 

 

Paper out 

 

Carriage jam 

 

Slip jam 

 

Knife jam

Slow blink 

Paper low 

 

Temperature error 

 

Voltage error

Steady On 

All other states

 

The simple design of A776II requires virtually no periodic servicing. However, if problems do occur, they can usually 
be diagnosed readily by checking the light status indicators, below, then referring to appropriate section of the 
Troubleshooting guide on the following pages.  For additional technical support, you can use the interactive Printer 
Troubleshooting Guide on our website, www.CognitiveTPG.com.

Chapter 5:   Troubleshooting

Status indicators 

Receipt Cover

Reset Button

Front Cover

Receipt

Slip or check

On-line, 
Paper status,
Error Light
(green)

Paper Feed Button

Slip in Light (green)

1

3

2

4

Содержание A776II

Страница 1: ...ser Guide A776II Two Color Hybrid Thermal Impact Printer L L O Y D S R E G ISTER QUALIT Y A S S U R A N C E I S O 9 0 0 1 CognitiveTPG LogoEZ colorization utility and Receiptware marketing software information included ...

Страница 2: ...ation Interface Cable A shielded 360 degree interface cable must be used with this product The shield must be connected to the frame or earth ground connection or earth ground reference at EACH end of the cable Use of a cable other than described here will require that you test the cable with the CognitiveTPG printer and your system for FCC and CE mark certification Power Cord A UL listed detachab...

Страница 3: ...ation interfaces 4 Chapter 3 Setting up the Printer 6 Getting Started 6 Choose a location for the printer 6 Unpack the printer 7 Keep the packaging 7 Check the packing list 7 Report Missing or Damaged Items 7 Remove internal restraint items 7 Returning a printer 8 Installing new receipt paper 9 Removing and installing a ribbon cassette 10 Removing a used ribbon cassette 10 Installing a new ribbon ...

Страница 4: ...sing the Printer 23 Printing on forms or checks 23 Verifying and validating checks 25 Tips for Avoiding Problems 26 Prevent overheating of the print head 26 Avoid Harsh Environments 26 Paper 26 MICR heads 26 Cleaning 27 Cleaning the printer cabinet 27 Cleaning the thermal print head 27 Cleaning Out Paper Dust 27 Cleaning MICR 27 Paper Jams 28 Clearing a receipt paper jam 28 Clearing a paper jam in...

Страница 5: ...e 34 Other conditions 34 Contacting a service representative 34 Chapter 6 Ordering Paper and supplies 35 Ordering from CognitiveTPG 35 Ordering thermal paper 35 Thermal paper specifications 35 Manufacturers 35 Ordering paper from CognitiveTPG 36 Ordering miscellaneous supplies 37 Cash drawers 37 Forms specifications 38 Check specifications 39 Ordering ribbon cassettes 39 Documentation LogoEZ and R...

Страница 6: ...oting and Service Chapter 6 Parts and Supplies What the printer does How it communicates Operator controls Standard features General Specifications Preparing for installation What comes with the printer Packaging Connecting the printer to the system Configuring the printer for your needs Testing the printer Printing on forms or checks Verifying and validating checks Clearing paper jams Tips for pr...

Страница 7: ... to most host computers via the Dual 9 pin USB interface or 25 pin RS 232 interface Powered USB and Ethernet interface are also available The printer s standard command set allows it to work with software written for CognitiveTPG or other compliant printers A variety of sensors enable the printer to communicate its status to the host computer The printer also has an electronic journal feature The ...

Страница 8: ...how the printer status by shining or flashing 3 The slip in light indicates that a form is inserted properly 4 The reset button clears the printer s memory and resets the printer After the printer is turned on or reset it beeps once to show that it has completed its startup and self test routine If the printer keeps beeping something is wrong with the printer Please contact your service representa...

Страница 9: ...all 13 x 27 10 x 27 compressed Color 13 x 27 10 x 27 compressed Paper saving 13 x 18 10 x 18 compressed CPI 15 6 20 3 13 9 16 8 Print Columns 44 56 42 51 Print Line Width 2 8 in 72 mm 3 02 in 76 8 mm Printing Speed Monochrome 89 0 LPS 300 mm sec 4 8 LPS 16 mm sec Color 40 0 LPS 150 mm sec Character Sets 437 720 receipt station only 737 775 850 852 857 858 with Eurosymbol 860 862 863 864 receipt st...

Страница 10: ... Architecture supports Dual 9 Pin RS232 USB 25 pin RS232 Ethernet Powered USB Printer Drivers OPOS for Windows Java POS for Windows Linux Windows Mini Drivers for Windows Thermal Paper Requirements Paper Type Direct Thermal POS Grade s special requirements for color printing see Ch 6 Paper Roll W x Dia 3 15 in x 3 27 in 80 mm x 83 mm Impact Slip Forms Requirements Size 2 75 in x 5 00 in 69 85 mm x...

Страница 11: ...d to make additional adjustments to the printer s location Devices such as computer monitors or large metal surfaces can affect the printer s magnetic field and cause intermittent check reading errors Be sure to place the printer away from sources of interference The A776II printer may be set on or near the host computer With the RS 232C interface you can place the printer up to 50 feet from the h...

Страница 12: ...ormation 800 732 8950 or You can also contact us by email Visit our website at www CognitiveTPG com and simply click on Contact Us on the main page Remove internal restraint items Packing materials protect the printer from being damaged during shipment Remove these items after you set up the printer and save them in case you need to ship or move the printer elsewhere in the future Check the packin...

Страница 13: ...also contact us at 800 410 1827 extension 3 or direct at 607 274 2490 extension 3 to request an RMA number 2 Pack the printer as follows a Remove the ribbon cassette b Place the two cardboard supports on the slip table as shown on the left below c Place the printer in the corrugated pack below place the packed printer in the box not shown and secure the box with packing tape 3 An RMA and return ad...

Страница 14: ...orPOS version send the Set paper type 1D 81 m n command description found in the Programming Guide Refer to the Set paper type selection in the configuration menu See the section on Configuring the printer 1 Open the receipt cover and remove the used roll and core if present 2 Tear off the end of the new roll so that the edge is loose 3 Place the roll into the paper bucket with the paper unrolling...

Страница 15: ... the cover on each side near the top and swinging it toward you 2 Pinch in tabs of the old ribbon cassette 2 and pull straight upward to remove it Installing a new ribbon cassette 1 Open the front cover 1 by grasping the cover on each side at the bottom and swing up 2 Unwrap the new ribbon cassette and tighten the ribbon by turning the knob on the cassette in the direction of the arrow CAUTION DO ...

Страница 16: ...first and then plug in the power supply Note If your system has two cash drawers attach a Y cable to the printer s cash drawer connector as shown Note Connector panel varies with printer configuration The 25 pin serial and Ethernet connector versions are not shown The cash drawer cable connects the printer to one or two cash drawers CAUTION Be careful to connect correct cable into printer only at ...

Страница 17: ... Cable routing on page 14 3 Plug the computer end of the USB cable into the computer Make sure the USB symbol on the connector is facing up when you plug it in After you have completed setting up the printer you can install the USB driver onto the host computer Download the USB driver to the host computer from the CognitiveTPG website at www CognitiveTPG com If installing the Powered USB cable 1 B...

Страница 18: ...nected the printer you may need to set the printer internal parameters for Ethernet operation See Ethernet Terminology and Setup section of the A776II Programming Guide Power supply cable 1 Plug the power cord into the back of the printer 2 Route the cash drawer and power supply cables through the strain relief tab on the back of the printer as shown under Cable routing on page 14 WARNING Using th...

Страница 19: ... Instructions at the end of the test printout describe how to enter the configuration menu The configuration menu allows you to change the current settings of the printer Test Procedure 1 To run the test open the receipt cover 1 then while holding down the paper feed button close the receipt cover 2 2 When the printer begins printing let go of the paper feed button The diagnostic printout will pri...

Страница 20: ...te Jul 6 2016 Flash Firmware Revision V1 42 CRC C0F4 P N 189 776A142A H W parameters Flash Memory Size 8 Mbytes Flash Logos Fonts 1600 kbytes Flash User Storage 576 kbytes Flash Perm nt Fonts 2240 kbytes Flash Journal Size 640 kbytes SRAM Size 512 kbytes Head settting H Motor ID 1 Paper Type Setting Type 0 Monochrome Color Density Adj n a Print Density Mono 100 Max Speed 300 mm sec Paper Width 80 ...

Страница 21: ...ith an asterisk Communication Interface RS 232C serial interface Universal serial bus USB Ethernet cannot be set see next page 13 RS 232C serial interface settings Baud rate Data bits fixed at 8 Stop bits fixed at 1 Parity Flow control Hardware DTR DSR or Software XON XOFF Data reception errors Alternate DTR DSR Diagnostic Modes Normal Datascope Receipt test Slip test MICR test Check flip test Emu...

Страница 22: ...here is paper in the printer If not follow the instructions for loading paper 2 Turn the printer so the back is facing you 3 Open the receipt cover and press the reset button while holding the paper feed button Use the eraser end of pencil to press reset button The printer beeps prints the diagnostic form and the configuration main menu The printer pauses and waits for a main menu selection to be ...

Страница 23: ...RS 232C settings you want to change Baud rate 115200 baud 57600 baud 38400 baud 19200 baud 9600 baud 4800 baud 2400 baud 1200 baud Number of data bits can not be changed Stop bits can not be changed Parity can not be changed Hardware flow control Software XON XOFF Hardware DTR DSR Data reception errors Ignore errors Print Alternate DTR DSR Enabled Disabled Note Press the paper feed button for at l...

Страница 24: ...eed button as instructed on the Diagnostic Modes Menu to enable or disable the data scope mode test Off normal mode Data scope mode disabled Data scope mode enabled Note Press the paper feed button for at least one second to validate the selection To run the data scope mode 1 After you have enabled the data scope mode exit the configuration menu 2 Run a transaction from the host computer 3 All com...

Страница 25: ...e pages will be printed 5 To repeat this test preform steps 3 and 4 again To exit the slip test mode 1 Enter the configuration menu again See Configuring the printer on page 17 2 Disable the slip test mode 3 Exit the configuration menu 4 The printer is online and can again communicate normally with the host computer Enable or disable Magnetic Ink Character Recognition MICR test mode In the MICR te...

Страница 26: ...nt Sets the default receipt font for monochrome two color and user defined fonts Font size Allows user to set font size for the emulation being used Delete Lead Spaces N Standard Columns Sets the A776II to delete number N of leading spaces in the slip format for standard print Delete Lead Spaces N Compressed Columns Sets the A776II to delete number N of leading spaces in the slip format for compre...

Страница 27: ...head Contact CognitiveTPG technical support if you have any questions Print density monochrome papers only Adjusts print head energy level to darken printout or adjust for paper variations When the printer prints high density color print lines text or graphics it automatically slows down Factory setting is 100 Alternate reset feature This feature allows you to reset the A776II by opening and closi...

Страница 28: ...to the right until it aligns against the check guide 3 Slide the form or check toward the top of the printer until the green slip in light on the top cover turns on This indicates that both sensors are covered 4 Follow the instructions from the host computer The printer begins printing 5 Remove the form or check after it has been ejected 6 Follow the instructions from the host computer to finish t...

Страница 29: ...wn in the drawings on this page whether inserting the form from the front top or side A776_B780 Forms YES eps Glued Edge A776_B780 Forms YES eps Front insertion printing glued edge leading Top or side slip in printing No perforation holes to right side CAUTION Failure to insert multi forms properly can jam the printer and damage the form Proper insertion of multi forms ...

Страница 30: ...plete the MICR process The computer tells the printer to feed the check into the printer read it and then back it out again Note If the terminal indicates an incorrect read of the MICR Remove the check Reinsert the check following steps 1 2 and 3 4 Remove the check only when it is fully released by the printer 5 Continue to follow the instructions from the host computer to finish the transaction T...

Страница 31: ...ed over one minute of continuous printing Avoid Harsh Environments The A776II printer is a durable piece of equipment and can withstand a range of physical environments However the printer s internal mechanical components are vulnerable to dust and airborne chemicals particularly in places like home improvement stores garden shops and warehouses In these kinds of environments you will need to make...

Страница 32: ... print head If the print head appears dirty wipe it with isopropyl rubbing alcohol on a cotton swab or alcohol pen CAUTION Do not use the rubbing alcohol to clean any other parts of the printer This may cause damage If spotty or light printing problems persist after cleaning the thermal print head the thermal print mechanism may need to be replaced CAUTION The thermal print head does not normally ...

Страница 33: ...ver on each side near the top and swing the cover up and towards you 2 Grasp the jammed paper and draw it out 3 When the paper is torn or cannot be drawn out a Clear the paper jam b Close the receipt cover c Close the front cover 4 Clear the paper jam 5 Close the receipt cover 6 Close the front cover To clear a receipt paper jam proceed as follows 1 On each side of the receipt cover near where the...

Страница 34: ...status error light and compare the indications to the following table 3 Test the receipt printer or slip printer as described on page 14 4 Determine if the condition is with the thermal receipt printer or the impact slip printer and refer to the tables on the following pages Online light indications Printer status Off No power Fast blink Firmware download Fast blink Level 0 diagnostics Occurs at p...

Страница 35: ...r light The receipt paper may be out the Check that the receipt paper is properly blinks and the printer won t cover open the knife jammed the loaded and covers are closed See the print supply voltage out of range or the table on page 31 If the problem print head temperature out of range continues contact a service representative Printer has no power light not on Power supply may be defective If t...

Страница 36: ...to 30 feet of paper left Change the paper soon to avoid running out of paper part way through a transaction See Installing new receipt paper on page 9 Thermal print head The print head may overheat when printing in a temperature is out of range room where the temperature is too high or when printing high density graphics continuously regardless of the room temperature In either case the printer wi...

Страница 37: ... Receipt print quality poor Condition Possible causes What to do Colored stripe on receipt Paper is low Change the paper Receipt does not come out Paper is jammed Open the receipt cover inspect the knife all the way and clear any jammed paper Printer starts to print but stops Paper is jammed while the Open the receipt cover inspect the knife receipt is being printed and clear any jammed paper Prin...

Страница 38: ...operly guide wall and slide it toward the front of the printer until it is visible from the top the light should come on Extra long forms may need to be inserted from the side to disengage the Form Stop See Printing on Forms or Checks on page 23 or Verifying and Validating Checks on page 25 Forms or checks skew or There is an obstruction Open the front cover and check for paper jams catch in the s...

Страница 39: ...vice representative MICR check reader not operating properly Forms not feeding into the slip forms area properly Missing dots in slip or forms printing Printer will not cycle or stop when required Illegible characters Contacting a service representative For serious problems such as the printer not printing not communicating with the host computer or not turning on contact CognitiveTPG technical su...

Страница 40: ...7 outside 11 5 0 5 mm 0 45 inside Manufacturers Contact the converter of your choice to order paper CognitiveTPG recommends the following paper grades produced by their respective manufacturers There are a number of paper converters qualified to provide this paper provided the POS rolls are from these recommended grades Note When changing paper type you need to set the printer to that paper type b...

Страница 41: ...ice 81 3 3563 1111 KF 60 Ginza 4 chome Fax 81 3 3563 1135 PD 170R Tokyo 104 Japan PD 160R http www ojipaper co jp english Thermal Solutions Intl Inc Voice 800 479 6070 19018RDT 6740 Broadview Ave Suite D 904 860 1966 Features 30 post consumer waste recycled BPA free Jacksonville FL 32254 Fax 904 646 4530 http thermalsolutionsinternational com Two color paper Qualified manufacturers Phone Fax Paper...

Страница 42: ...na Cash Drawer Model SLDTM Ordering miscellaneous supplies Power Supplies Item Type Number 60 watt power supply with attached TPG K330 cable to printer and U S power supply cord 60 watt power supply attached cable TPG K301 Power supply cord to outlet United States TPG K320 United Kingdom TPG K322 International with plug TPG K326 Communication cables Length Order number RS 232C 9 pin female printer...

Страница 43: ...rm should be flat and without curls or wrinkles especially at the top Considerations for glued edges on slip paper a No glue on bottom edge b Right or top edge Paper feeding and insertion are affected by gluing method length of edge and quality of glue used c Left edge or wide slip paper Skewing may occur The Slip sensors that activate the slip in light use a reflective photo sensor Do not use pap...

Страница 44: ...rdering ribbon cassettes To order ribbon cassettes contact your sales representative go to the Consumables section of our website at www CognitiveTPG com or order from CognitiveTPG at the following number 1 800 732 8950 ext 3 Eastern Time CAUTION Use of other than an approved CognitiveTPG ribbon cassette can void all warranties and cause damage from jamming and other ribbon problems Stock numbers ...

Страница 45: ......

Страница 46: ...A776 2UG0001 B 11 2016 ...

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