Published · 4 min read
Why the paper comes out white even though the printer works
Receipt printers are thermal: there is no ink, just a hot head that writes on paper coated with a layer that reacts to heat. The coating is on one side only. If the roll goes in upside down, the head heats the wrong side, the paper comes out completely white, and the printer has no idea anything is wrong.
That is why most of the calls we get about a printer that does not print end within one minute by turning the roll over.
The three steps that solve ninety percent of cases
- 1
The fingernail test
Take a strip of the paper and drag your fingernail across it firmly. The side that shows a dark line is the thermal side. That side must face the print head, which usually means facing up in printers that open from the top.
- 2
Turn the roll over
Open the cover, take the roll out and turn it so the paper comes off the bottom of the roll instead of the top (or the other way round, depending on your printer). Close the cover and print a test page by holding the feed button while switching it on.
- 3
Make sure the paper is actually thermal
If the fingernail leaves no line on either side, the paper is not thermal. This happens when a cheap roll meant for another printer is bought. Replace it with a thermal roll of the right width, usually 80 mm or 57 mm.
If the paper is right but the print is faint or patchy
White lines running down the receipt mean dust or sticker residue on the print head. Switch the printer off, wipe the head gently with a cotton bud dipped in alcohol, and wait for it to dry.
Print that is faint all over means the print density is set low in the settings or the head is starting to wear. Density is raised in the driver settings on the till. A worn head is replaced, and it costs far less than a new printer.
A printer that overheats and stops after twenty receipts in a row is usually mounted somewhere hot near the kitchen or the grill. Move it, and it will behave again.
If the printer does not feed paper at all
This is a different problem: the printer is not receiving the print command. Check that the error light is off, that the cover is fully closed (the most common cause), and that the cable is plugged into both the printer and the till.
Then open the print queue on the till: if stuck jobs have piled up, clear them and restart the printer. If the printer is on the network, check its address did not change after the router restarted.
How to avoid this with every new roll
Put a small sticker inside the printer cover showing the paper direction with an arrow. Buy rolls from one supplier in the same size, and keep a spare roll at every till. In restaurants, keep the printer away from heat and grease and clean the head monthly.
When to call us
If you have turned the roll over, confirmed it is thermal, cleaned the head and the paper is still blank, the head or the printer's board has failed and we need to look at it. If the printer is not receiving print jobs even though everything is connected, we check the driver and the network remotely and have it back in minutes.
Common questions
Can any paper be used in a receipt printer?
No. It has to be thermal paper in the right width for your printer. Plain paper always comes out white whatever you do.
How long does a thermal print head last?
Years in normal use if it is cleaned regularly. Dust, sticker residue and high heat shorten its life. Replacing it usually costs less than a third of a new printer.
Why does the printer print blank after changing the till or the software?
Because the new till sends the print job with the wrong driver or a different command. That has nothing to do with the paper, and it is fixed by setting the right driver for the printer model.
Related services
Head cleaning, driver settings and head replacement are part of printer maintenance and repair in Madinah. If the printer belongs to a till that is not sending print jobs at all, that is POS installation and support in Madinah.