Auto Printing Issue

Modified on Mon, 02 Jan 2023 at 02:18 PM

Here the merchant will reach out saying invoices/ tickets are not getting printed automatically. 


Note - Auto printing fails in the following cases - 

  1. Printer not connected

  2. Prime Running in the background

  3. The device goes to sleep

Following are the resolution steps that need to be followed - 


  1. Ask the merchant the following - 

    1. Is the printer connected and they are able to print manually?

    2. Are automated printing workflows configured in Prime? The same can be checked on prime session setting> printers> Configuration.

    3. Is the Prime app always running in the foreground and never going to the background?

    4. Is the screen always on in the device?

    5. For KOT to be printed automatically KOT type should be configured in each category, to check this go to catalog> category> KOT type

  2. If the answer to all the above questions is Yes and the issue still remains unresolved, raise a resolution assistance workflow to route it to L2.


Once the ticket is created on the same add the below properties for the given scenario:



Product: HUB Type: Issue Module: <need to get this info from Mayank>
Interface: Satellite Prime

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