The printer shows as connected, or Santé shows a "receipt printed" confirmation, and no paper appears. Either way the receipt reached the printer and something after that point failed. Santé has already done its part, which is useful to know because it tells you where to look.

A printer that reports itself as connected and still prints nothing is the normal symptom here. Connected only means the register can see the device. It says nothing about paper, the lid catch, or which printer Windows is actually sending to.

The same cause usually explains a cash drawer that stops opening at the same time, since on most setups the drawer is triggered through the receipt printer.

Before troubleshooting, deal with the customer standing at the till. The sale itself completed, so the receipt can be printed again later from the sale record rather than by ringing anything up a second time. See Print sales receipt for where that lives under Sales. Do not void and re-ring the sale to force a receipt.

The two common Santé registers fail in different ways and are fixed in different places, so establish this before you start.

A Windows computer, with the receipt printer on USB or on the network. This article is written for that setup.

A card terminal, with an Epson printer connected through the terminal's hub. Steps 1 and 2 below still apply, because they are about paper rather than software. After that, switch to Troubleshooting the receipt printer, which covers the cable and power reset order for the terminal, and ignore everything here that mentions Windows.

Work through these in order. Most cases are solved in the first three.

1. Check the paper roll. Blank paper coming out is almost always thermal paper loaded upside down. Thermal paper only prints on one side. Pull the roll out, flip it, and feed it so the paper comes off the bottom of the roll toward you. That article has a video of the reload, which is the quickest thing to send someone who is at the register.

2. Check for a paper jam or an open lid. Open the printer, clear anything caught in the path, and close the lid until it clicks. A lid that is not fully latched will report ready and print nothing.

3. Power cycle the printer, not the computer. Turn the printer off, wait ten seconds, turn it back on. Wait for the status light to go solid before printing again.

4. Print a test page from Windows. Open the printer settings in Windows, find the device, and print a test page. This is the important step, because it splits the problem in two:

Refresh the register. Reload the Santé page in the browser. This clears a stale connection to the printer more often than you would expect. On a card terminal there is no browser to reload, so force stop and reopen the Santé app instead. That article shows the sequence on video, including the three taps on "Powered by Santé" that get you into the device settings.

Confirm the right printer is selected as the default in Windows. If a PDF printer or a label printer has become the Windows default, receipts will silently go there. This is a common cause after any Windows update.

Check whether other registers are working. If register 1 prints and register 2 does not, the problem is specific to that machine. Compare the printer setup on the working register against the broken one rather than changing anything on the working one.

Check whether the printer was removed and re-added in Windows. Reinstalling a receipt printer can create a second copy of the device with a slightly different name. Santé will keep sending to the old one. Remove the duplicates so only one remains.

If the printer was re-paired to a card terminal rather than reinstalled in Windows, run through Receipt printer setup again. The video covers the cable order into the hub and ends on the "Always open with Sante" prompt, which has to be accepted or the pairing does not hold.

Confirm the fix with a test sale rather than the next customer. Testing the receipt printer walks through ringing a sale through the Other tender so you can prove printing works without taking money.

Intermittent printing is usually a connection issue rather than a configuration one, but rule out the settings first, because they are quicker to check.

Check whether auto printing is switched off for that register, category, or channel. Santé can be set to print automatically on some sales and not others. A setting changed on one register, or for one sales channel, looks exactly like an intermittent fault to whoever is standing at the till. Customizing the receipt printer shows where those options live, on video.

If auto printing is on for that register and receipts are still hit and miss, it is the connection:

That points at the printer rather than the drawer, because the drawer is usually kicked open by the receipt printer. Fix the printing first, then check the drawer again. If the drawer still does not open once receipts are printing normally, see Cash Drawer Won't Open, which also covers which port on the printer the drawer cable belongs in.

Support can resolve this much faster with the following: