🖨️How to Troubleshoot a Non-Working Cut Table Receipt Printer

🖨️ How to Troubleshoot a Non-Working Cut Table Receipt Printer

This guide walks you through step-by-step troubleshooting for the Epson TM-T88VI receipt printer used at the Cut Table station. Follow each step in order before escalating.


🧠 Important: Receipts will only print at the Cut Table if the order is cleared (bumped) from the Makeline station. If orders are cleared from any other station (such as Dispatch or Front Counter), those receipts will print to the printer assigned to that station instead.

🧭 Quick Navigation

⚙️ Check Power and Network Connections

1. Gather a paperclip or small pointed object. You’ll use this later to press the reset button on the back of the printer.


2. Turn off the printer using the power switch.


3. Unplug all power cable connections, following the cable from the printer all the way to the wall outlet.

  • Midway along the cable, you’ll see a small black power box (the printer’s power adapter).
  • Unplug the end that connects the power adapter to the outlet. The other cable is built into the adapter and cannot be removed.


4. Re-seat the network cable on both ends:

  • Disconnect and firmly reconnect the Ethernet cable at the back of the printer.
  • If the cable runs into the ceiling, there is no other end to disconnect.


5. Plug back in all power cables, including the small black power box, but keep the printer powered off until the next section.

⚙️ Perform Printer Self-Test and Reset

1. Hold the “Feed” button while turning the printer on.


2. Continue holding the button until the printer prints a test page.


3. Once the first page prints, press the “Feed” button again within 3 seconds to print a second page.

🧠 If you wait longer than 3 seconds, this test sequence will not work and must be restarted.


4. Using the paperclip, press and hold the reset button (next to the Ethernet port) until the printer prints a third page.

  • This page displays the IP address and network status.


5. Turn the printer off using the power switch, then turn it back on to complete the reset. The power light should be solid green, and no other lights should be lit.

  • If the Error light is lit, repeat the steps.
  • If the Error light remains lit after multiple resets, the printer is likely bad and needs replacement.
  • If the Paper light is on, ensure the printer has a full roll. If it does and the light remains on, the printer may be defective and should be swapped out temporarily.
  • If the printer must be replaced, temporarily set the Makeline station to another working printer (Front Counter or Dispatch) and open a Corrigo ticket to have IT replace the bad printer.

6. Review the printed pages to confirm:

  • The printer powers on and prints normally.
  • The IP address information printed correctly.

🧠 Note: If the printer begins printing previously failed receipts after this step, the issue is resolved.

⚙️ Reset IIS and Pulse Services

If failed receipts still do not print after completing the printer reset, the next step is to reset the Pulse communication services. These resets restore communication between Pulse and connected hardware like printers or credit card readers.


1) Run an IIS Reset

1. On any Pulse station, go to the Pulse Menu Toolbar and select Utilities.

2. From the Utilities submenu, select IIS Reset.

3. A small black box will briefly appear and disappear — that’s normal. It means the background service restarted.

2) Reset Services in Service Manager

👉 Follow this article for detailed steps: Reset Services Using Service Manager (opens in a new tab).

🧠 After completing both resets, return to this article and continue to Check Makeline Station Printer Settings to confirm if the issue is resolved.

⚙️ Check Makeline Station Printer Settings

If failed receipts still do not print, check or temporarily change the Makeline Station printer settings in Pulse.


1. Move to the Makeline station to retrieve the Client Name.

  • If using an Advanced Makeline App, skip ahead to Step 2.
  • If using a regular Makeline App, use the mouse at the Makeline station and click five times quickly in the bottom-right corner of the screen (click more vigorously if needed).
  • This will open the Diagnostics screen, where the Client Name is displayed.
  • Write down or remember the Client Name.
  • Close the Diagnostics screen by clicking the “X” in the top-right corner.


2. From another Pulse station that can access the Toolbar Menu, go to Back Office → Master Settings.


3. Sign in using your Pulse credentials. Once signed in:

  • Click the Store tab on the left side of the window.
  • Select Station Settings from the menu.


4. At the top of the Station Settings window, use the Station drop-down to select the Client Name you noted earlier.

  • If you’re using Advanced Makeline, repeat this process for every station that begins with “AML.”


5. Under Receipt Printer, confirm or change the printer to Cut Table (some stores may show “Cutting Edge”).

  • If it shows “Cutting Edge,” submit a Corrigo ticket to have IT update the printer name but select it for now.


6. If “Cut Table” (or “Cutting Edge”) does not appear in the list, the DM must immediately escalate following the Emergency HELP Line Protocol (opens in a new tab).


7. If the station or AML station was set to the wrong printer and you corrected it, bump an order off the Makeline station to confirm a receipt prints at the Cut Table.

🚧 If the Issue Persists

If none of the above steps restore the printer’s functionality, there may be a deeper network or Pulse communication issue. Continue troubleshooting using this article: Troubleshoot Cut Table Tech Issues (opens in a new tab).


If the issue is still not resolved after following that article, review these key points before escalation.


1) Double-Check Key Points

  • The printer and Makeline station are powered on and properly connected.
  • The network cable is firmly connected at the printer and at the wall or switch end.
  • Both the IIS Reset and Service Manager Reset were completed.
  • Failed receipts are still not printing after all resets.



2) Escalation Instructions


For Store Team Members:

  • If the issue remains after completing all steps in this article, contact your District Manager (DM) for further guidance.
  • Tell your DM you completed all troubleshooting steps and describe the exact Pulse error message or behavior observed.


For District Managers:

1. Review the information provided by the store and confirm all steps were completed.

2. If you cannot triage or the issue is critical/system-wide, follow the Emergency HELP Line Protocol (opens in a new tab) to contact the On-Call Tech.

âś… Summary

  • Always start with power and connection checks.
  • Perform the printer self-test and reset before moving to Pulse resets.
  • If still unresolved, check the printer settings in Master Settings for the correct Makeline Client Name.
  • If the printer fails or is missing from the list, follow escalation procedures or assign another working printer temporarily.
  • Store Team Members escalate unresolved issues to their DM. If the DM cannot triage, the DM escalates to the Emergency HELP Line — not store Team Members.

âś… Following these steps ensures the Cut Table printer is fully tested, reset, and reconnected before escalation.

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