Printer Troubleshooting

No or Low Paper

The GT1200/GT1200c will display “low paper” in the upper right hand corner when the paper is low.

Ensure there are no objects or personnel leaning against the printer and no one is holding their hand above the printer while tickets are printing/feeding.
Unload the current paper roll.
Load a new paper roll. Ensure the paper is loaded OVER the bar at the front of the printer.

Jammed / Frequent Jamming / Cutter or Stacker Issue / Won’t Feed Tickets

Ensure there are no objects or personnel leaning against the printer and no one is holding their hand above the printer while tickets are printing/feeding.
Open the printer and remove the paper roll.
Remove any dirt/debris that might be in the paper path.
Reinstall the paper roll into the printer. Ensure the paper is loaded OVER the bar at the front of the printer.
Verify the printer door is closed tightly (open and close again if necessary).
Power reset the terminal using one of the following methods:

- Hold power button on top right of the terminal display for 8 seconds, then press once to restart.
- Toggle the ON/OFF switch located on the back of the terminal.
- Unplug the power cord from wall for 10 seconds and then plug it back in.

Test the printer multiple times (print a report or printer test).

Incorrect Print / Bad Print Quality

Ensure there are no objects or personnel leaning against the printer and no one is holding their hand above the printer while tickets are printing/feeding.
Open the printer and remove the paper roll.
Remove any dirt/debris that might be in the paper path.
Reinstall the paper roll into the printer. Ensure the paper is loaded OVER the bar at the front of the printer.

Printer Noisy

Ensure there are no objects or personnel leaning against the printer no one is holding their hand above the printer while tickets are printing/feeding.
Verify the paper is loaded OVER the bar at the front of the printer.

Error Messages

Printer Off-Line

Follow the cable from the printer to the terminal and check the connection at back of terminal.

Printer Door Opened - Please Close Printer Door

Verify the printer door is closed tightly (open and close again).
If the error remains, power reset the terminal.

Printer Busy - Please Wait

Power reset the terminal.

Printer Comm. Down - Please Connect the Printer

One of the printer connections may be unplugged.

Secure both connections behind the printer and behind the terminal.
If the error remains, power reset the terminal.

Terminal stuck on 77%

The terminal will only load to 77% if the printer is not plugged into the terminal.

Secure all connections to the printer and to the terminal.
If necessary, power reset the terminal.

Printer - Missing Resources

One of the printer connections may be unplugged.

Secure both connections behind the printer and behind the terminal.
If the error remains, power reset the terminal.

Printer Unknown Problem / Check Cutter Bar

Blow out debris from around heat sensor.
Check connections to the terminal.
Power reset the terminal.

Printer Downloading

Check data connections.
Power reset the terminal.
Power reset the Customer Ticket Checker.

Device Error

This means there is a loose connection.

Secure all connections to the rear of the terminal and to the printer.
Power reset the terminal.

Sign On In Progress

Clear the paper jam.
Secure all connections to the rear of the terminal and to the printer.
Power reset the terminal.

Printer Off Line – Please Connect Printer

Check connections to the terminal and printer.
Power reset the terminal.

Video References

Select the Help icon on the GT1200/GT1200c display/touchscreen.
Click here to view a video on How To Change the Paper Roll (56 seconds).
Click here to view a video on How To Clean the Printer (1 minute 10 seconds).

Contact Brightstar for help or additional troubleshooting:

Select the chat icon in the bottom right corner of this screen and type in Hello to get started.

Call the Hotline at 1-800-729-4832.