Cash Drawer Not Opening – Troubleshooting Guide

If the cash drawer does not open during a cash payment, follow these steps in order.

1. Check the Printer and the Cash Drawer Connection

The cash drawer only opens if the printer is connected.

• Look for the printer icon with a green tick at the top-right of the EPOS screen
• If the icon is missing or shows an error, reconnect the printer
• Alternatively, you can also navigate to System & Connectivity from the EPOS home screen
• Review connections on the System & Connectivity screen
• When set up correctly, both the Printer and Open Cash Drawer options will show a green tick, confirming that the printer and cash drawer are properly connected.

2. Confirm the Cash Drawer Cable is securely plugged

• Ensure the cash drawer cable (6 pin modular RJ11-style connector) is securely plugged into the printer, not the EPOS
• Unplug and reconnect the cable firmly

3. Test a Cash Transaction

• Create a test order
• Select Cash as the payment method
• Complete the payment and check if the drawer opens

Note: The drawer will not open for card payments.

4. Restart the Hardware

• Restart the printer
• Restart the EPOS device
• Try another cash transaction after restart

5. Check the Printer Paper

• Ensure the printer has paper loaded correctly
• If the printer is beeping, it usually means the paper has run out or is not loaded properly. A printer that cannot print will not trigger the cash drawer.

Still Not Opening?

If the issue persists after completing the steps above, contact Kayana Support for further assistance.

Next Steps

Once your cash drawer is working correctly, learn how it operates during daily transactions by reading the Using the Cash Drawer with Kayana EPOS guide, which explains how cash payments trigger the drawer and how to use it during service.