HELIOS-POS Receipt Issue-A Fix!

[Andy]

Well it has been over 2 years BUT yesterday I got a solution to the POS Receipt wrapping at 25 characters (not printing properly) on the Helios recommended Receipt Printer with Windows 2000 and/or Windows XP.

This was never a problem with Windows 98 and prior but with the release of Windows 2000 MANY users had this problem.

Helios Tech Support would consistently advise that it was not a Helios Problem it was a Printer (therefore STAR) issue. The only advice I ever got from Helios Tech Support (other than double checking that I was using the Generic / Text Only driver was direction to uninstall the driver and reinstall it - sometimes that will work. Other than that call Star.

This was most frustrating. It worked with Windows 98 and prior. It (Star SP216P) was the recommended Receipt Printer by Helios, but they would point the finger at STAR, grrrrrrr.


Well on Tuesday had the problem again. Large Client, Server and 4 Workstations (2 POS Workstations with 2 Star Printers and Cash Drawers. All as recommended by Helios. In addition to Tanning, client offers other Services and MANY Retail Items (nearly 1,000) Receipts are a must. I held my breathe as I tested the printing of a receipt - SSHHIITT, it wraps at 25 characters. Test the 2nd station and printer - same problem.

Uninstall the Generic /Text Only driver and reinstall. No change.

I call Helios Tech Support, they confirm that I am using the Generic / Text Only driver - YES, try uninstalling and reinstalling - ALREADY DID. OK you will have to call Star, here is their number and the extension for Technical Support at Star, they have been able to solve this for other people. WELL, OK THAT IS GOOD NEWS (thinking if there is a solution why do Helios Tech Support not know it BUT who really cares at this point - get the solution for my client).

Call STAR Tech Support, they talk me through setting up a custom form for the width of the POS Receipt tape, which Helios ignores no change, they send me an updated driver but advise that if it is Generic / Text Only that your Software Supplier is telling you to use, a new STAR driver is not likely to help. They confirm they have had calls from other Users using Helios before but are unaware of any solution and direct me back to Helios. I advise them of Helios's comment that Star has a solution.

They move the call up to a senior support specialist that reviews the issue and sends me another type of driver than may work differently, but doubts it, because the POS Software appears to be controlling the printing.

I want to give TOP MARKS to Nick Velez, Senior Customer Support Specialist, Star Micronics America - his support and attempt to assist was EXCELLENT Tuesday afternoon and into Wednesday. He helped me try everything and anything that might solve the problem. No Success, we were able to stop the wrapping at 25 characters but the closest we could get was then truncating (cutting off) at 37 characters - thus losing the right 3 characters on the receipt (the cents and minus sign) - NO GOOD.

I asked Nick, if I could get someone at Helios involved would he be prepared to talk to them to find a solution to this nearly 3 year old problem - "ABSOLUTELY, NO PROBLEM - here is my direct extension have them call me ANYTIME."


So, back to Helios but this time, directly to a Senior (and most knowledgable) Employee, not just calling into Tech Support, but an individual to whom I had addressed this issue before.

OK, are you ready - here it comes (and to the above employee, I truly thank you for your guidance but this has been going on for over 2 years and this is the first time that I was given the correct answer and it was immediate, grrrrr).

Describe again the problem and outline the discussions with STAR.

You are using the Generic / Text Only driver, right Andy.

Yes

What name did you use when you installed the printer?

I changed "Generic / Text Only" to "Star SP200" (for easier identification).

THAT IS THE PROBLEM

You MUST leave the Windows Name of the printer EXACTLY as the default setting for the name.

Generic / Text Only

I uninstalled the driver again, reinstalled it - replacing the existing driver, LEFT THE NAME ALONE - and tested the printing of a receipt.

Perfect !!!!!

Now, the fact that it makes no sense to me that the "NAME" of the printer would make a difference - IT DOES - so no matter that it makes no sense to me - to all those users frustrated by this issue - that is the solution.

Hope this helps


Nick @ STAR, one last thank you for your help - sorry to have wasted your valuable time.


_________________

Andy Thompson
ACT Business Solutions
Toll-Free 877-777-6717
andy@atso.ca
ACT Help Center [ This Message was edited by: Andy @ ATSO.ca on 2002-08-30 21:57 ]

[Gene]

Goo job Andy! I would recommend posting this information on all sites because many Helios users suffer from this problem. Now, since you did the work of Helios techs, what is your fee to Helios?

[mnsun]

I have that name Generic Text...selected on mine and I have not been able to use the receipt printer since I installed XP Pro. I have had so many printer problems that I have given up and can't use the receipt or report printer. I have been trying to cancel my tech support "plan" because I have gotten no help on this issue from Helios. I have all the recommended equipment and still no luck. I don't like being treated like an idiot so I gave up calling tech support months ago.

[Andy]

mnsun:

Strange, this has been a problem I have been battling for years, and when I took the approach above it worked.

Again make sure you to DO NOT change one character of the default name selected by Windows when installing the Printer.

"Generic / Text Only"

You stated Generic Text above - that would have been a change, but may have just been a rough reference.

Both POS Workstations referred to above had the Windows XP Professional operating system.


Believe me, I know your pain - I have been calling Tech Support on this issue for nearly 3 years, infrequently in 2000 and 2001 when Windows 98 was the usual operating system that a client would have, but everytime I assisted a client with Windows2000 and a receipt printer. During the last year when both Windows2000 and XP have become the normal, I DREED seeing a Receipt Printer.

Please give this one more try. DELETE all reference to the Star Printer and/or the Generic driver in Windows.

Add a printer - Manufacturer, Generic - Printer, Generic / Text Only

Now do not change one single character anywhere on the ensuing screen. Next, Next, Next

BE SURE to REPLACE the Generic Driver when given the option - DO NOT keep the existing driver.

Go back into Helios and select the Generic / Text Only "printer" as your Receipt Printer in your System Preferences.

Let me know if it works - all the best

_________________

Andy Thompson
ACT Business Solutions
Toll-Free 877-777-6717
andy@atso.ca
ACT Help Center [ This Message was edited by: Andy @ ATSO.ca on 2002-08-24 13:00 ]

[mnsun]

Andy:
OMG.....I cannot freakin beleive this...it worked! I have NEVER been told the part.."be sure to replace the generic driver..." I did it and I have a receipt printer NOW!!!!!! I am like dancing around the salon by myself. Can someone come in and buy something so I can print a receipt???????
THANK YOU a million times!!!!!
It may not seem like much to someone else but after months of frustration I am so excited! Thank YOU!
Hey...Helios Tech Support...pay the man!

[Andy]

BELIEVE ME mnsun - I know the feeling.

All this time - and such a simple thing - darn darn darn.


For the life of me, I do not understand WHY the NAME of the printer makes a difference BUT it sure does.

John, oh knower of all things technical - can you provide any light on this.


and after all the times that Helios Tech Support have told me there is nothing in the application that controls the printer - sorry but if the name of the printer makes a difference - NOT !!!!

[jcole]

Andy,
One possible reason could be a hard coded format for a particular type of printer. An interesting experiment would be to take a similar printer that isn't specifically supported, but should be close enough, and changing the name to match the driver/printer combo that works.

Sometimes you cannot explain why software works or doesn't. Like I often tell people, waive your dead chicken the other way, and often it works.

[Danno]

Andy,

Have you ever been able to get the Citizen IDP 3540. This was the printer that Helios had us use in the old days

[Andy]

Morning Danno, do you mean - get it to work.

I have one client that uses a Citizen printer, I believe they also use the Generic Driver.

Are you have a problem printing receipts with it as well?

[Danno]

Andy,

Sorry, there is no spell or Gram check for old boys like me. Yes I am haveing trouble, I have tried using the drivers from Citizen (which does not work well at all) and I have tried the Generic, I still get the last char carry over.

Any ideas?