Cash Drawer Not Working — Troubleshooting

Instructions for diagnosing problems with opening the cash drawer in Torgsoft. Covers the physical connection, voltage check, mechanical lock, and the opening logic depending on the printer or ECR type.

When the cash drawer stops opening

• the cash drawer does not open after the receipt is printed;

• the receipt prints correctly, but the tray remains closed;

• after replacing the receipt printer or fiscal registrar;

• after reinstalling Windows or moving the program to another PC.

How to understand what exactly the problem is

• the receipt was printed, but the drawer did not open;

• the drawer opens only with the key, but not automatically;

• sometimes it opens, sometimes it does not;

• it opens only during test printing from the driver.

What most often prevents the cash drawer from opening

• the drawer is connected not to the printer, but mistakenly to the PC;

• confusion between RJ11 and RJ45;

• the drawer is mechanically locked with a key;

• voltage mismatch between the printer and the drawer (12V / 24V);

• the opening logic is not configured in the driver or in the ECR;

• the printer model was changed without checking the drawer parameters.

How to restore the cash drawer operation

Step 1. Checking the physical connection

• the cash drawer is always connected to the receipt printer or ECR, not to the computer;

• the connection port is a dedicated connector on the back panel of the printer;

• the connector type is RJ11 (similar to a telephone plug).

Important: RJ11 ≠ RJ45. An internet cable is not suitable for the drawer.

Step 2. Checking the voltage (critical)

Before connecting or replacing the printer, check:

• the cash drawer voltage (usually 12V or 24V);

• the voltage supplied by the printer port.

Connecting a 12V drawer to a 24V printer may damage the drawer solenoid.

After that, it will not open even with the correct settings.

Step 3. Checking the mechanical lock

• check the key position;

• the key must be in the vertical (neutral) position;

• if the drawer is mechanically locked, the electrical impulse will not open it.

Step 4. Determining the type of printing device

Further actions depend on what exactly is used to print the receipt:

• a non-fiscal receipt printer;

• a fiscal registrar (ECR).

Step 5. Settings for non-fiscal receipt printers (Xprinter, HPRT, Epson, etc.)

1. Open Control Panel → Devices and Printers.

2. Right-click the printer → Printer Properties.

3. Go to the Device Settings, Cash Drawer, Peripheral Unit, or Configure Port tab.

4. Make sure the Open Before Printing option is enabled.

If the settings are correct, perform a test print.

Step 6. Settings for fiscal registrars (ECR)

For fiscal registrars:

• Windows driver settings do not affect the opening of the drawer;

• control is performed through:

• settings in Torgsoft, or

• the manufacturer's service utility for the ECR.

Check:

• Settings → Software ECR / Fiscal Registrar;

• whether the cash drawer port is activated in the ECR parameters.

If necessary, use the manufacturer's utility (Datecs, Exellio, Maria, etc.).

What to do with universal printers if the drawer does not open

Sometimes universal printers, such as Xprinter or others, may fail to open the cash drawer due to the absence of the correct command in the driver.

Solution:

1. Open Control Panel → Devices and Printers.

2. Right-click the printer → Printer Properties.

3. Go to the Advanced Settings or User Commands tab.

4. In the User Commands field, add CASHDRAWER 01,32,32.

5. Save the settings and perform a test print.

How to check that the drawer opens again

• print any receipt or a zero receipt;

• a characteristic click should be heard;

• the drawer tray should open automatically.

Typical mistakes

• connecting the drawer directly to the PC;

• confusion between RJ11 and RJ45;

• ignoring the voltage when replacing the printer;

• expecting the Windows driver to control the drawer when using an ECR;

• a locked mechanical lock.

How to avoid repeated problems with the drawer

• always check the drawer voltage before connecting it to a new printer;

• do not change the printer model without checking compatibility;

• do not use the cash drawer as a stand for heavy objects;

• secure the cable to avoid loosening the connector.

What is important to remember

• the drawer does not open → check the physical connection and the lock;

• then check the printer type;

• for non-fiscal devices — settings in the Windows driver;

• for fiscal devices — settings in Torgsoft or in the ECR utility.