Organizer guide: Printer troubleshooting steps for ticket printing issues
If you're experiencing issues printing tickets from a thermal printer (such as a Boca printer), this guide provides solutions for common problems including paper jams, scaling errors, and unrecognized devices.
Paper jam
To fix a paper jam:
- Turn the printer OFF and then ON to see if the jammed paper ejects automatically.
- If not, turn the printer OFF and unplug it.
- Open the printer and gently pull out the jammed paper.
- Turn the printer ON, insert new ticket stock, and run a test print.
Artwork not printing to scale
Ensure the correct paper size is selected in the print dialogue under Page Setup. The standard ticket size is the Concert setting (5.5” width x 2.0” height).
Ticket artwork printed 90 degrees to paper
Make sure the printer paper orientation is set to landscape at both the system and print dialogue level. For best results, use Adobe Acrobat and save settings as default.
Can't print from web browser
If you're unable to print directly from your browser:
- Install Adobe Acrobat from get.adobe.com/reader.
- Set Adobe Acrobat as your default program for PDFs.
- In Google Chrome: go to Settings → Privacy & Security → Site Settings → Additional Content Settings → PDF Documents and select Download PDF.
Ticket stock not loading
Common fixes include:
- Ensure the printer is powered on and connected.
- Ticket stock should be inserted printable side facing up.
- Feed ticket stock from the rear, aligned with feeder guides.
- Push the ticket in fully so the feeder wheels can grab it.
- Do not use damaged or wrinkled tickets.
- Check for paper jams and follow the steps in the Paper Jam section if needed.
Blurry or poor-quality prints
Often caused by a dirty thermal printer head:
- Turn the printer OFF and unplug it.
- Open the printer and remove the cam lock mechanism.
- Use rubbing alcohol and a Q-tip to gently clean the thermal head.
- Also clean the platen (rubber drive roller) to remove debris.
- Close the printer, turn it back ON, and run a test print.
Printer not recognized by the computer
Steps to reconnect the printer:
- Turn the printer OFF.
- In your system settings, go to Printers & Scanners and remove the printer from the list.
- Reconnect the printer using Add Printer and set it as default.
- Run a test print to confirm connection.
- If it still fails, perform a Factory Reset.
Factory reset
To perform a reset:
- Turn the printer OFF.
- Hold the Test button and turn the printer ON while holding the button.
- Release the Test button once the cutter engages—the printer has now reset.
- Run a test print with a new ticket.
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