If you are running into trouble with your thermal printer (this is typically a BOCA printer) please use the following steps to troubleshoot:

Step 1 

Hit the test button on the printer. This will verify that the printer itself is working properly, and that ticket stock is correctly loaded and properly aligned. 

Step 2

Test print from Devices & Printers on your computer. This tests the connection between the computer and the printer. 

Step 3 

Test print from Event Ticketing. This can be done from a customer's order by clicking on Print Thermal, or in the Box Office by issuing a test ticket. This tests the link between Event Ticketing and the computer. 

If Step 1 fails, there is an issue with the printer itself.

1. Ensure that the printer is plugged in and powered on
2. Ensure that the ticket stock is loaded correctly 
3. Follow the directions to clean the printer head 
4. Execute a device reset
   1. With the power off, hold down the TEST button and then power up the printer
   2. Keep the TEST button held down for 10 seconds and release (the printer will reset at this time)

If Step 1 passes and Step 2 fails, the computer and printer aren't correctly connected. 

1. Try a system reboot first
2. If Step 2 still fails after a reboot, remove and reinstall the printer

If Steps 1 & 2 pass, and Step 3 fails, Event Ticketing isn't correctly connected to your printer

1. Ensure that Sidekick and Box Office are running from the same browser (both should be running from Chrome)
2. Make sure that the Boca is displayed and selected as the default in the Ticket Printers settings in Sidekick
3. Ensure that the printer is showing in the printer settings of your computer
4. Try a system reboot
5. Remove and reinstall the Sidekick
6. Clear the browser cache after reinstallation

Boca device Drivers Cannot Be Installed.

You may receive the following error if you are running a Windows device with ARM chipsets. Boca Printers/Drivers are incompatible with Windows devices that use ARM chips.