The first thing to check when the cash drawer isn't opening is the connection between the receipt printer and the cash drawer. Since the drawer relies on the printer to trigger it, a loose or disconnected cable could prevent it from opening. Ensure the cable is securely plugged into both the printer and the drawer.
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Once you have confirmed a stable connection to the printer, try the following troubleshooting steps:

Step 1: Ensure the receipt printer is functioning properly. If the printer doesn't print and the cash drawer doesn't pop; submit a support ticket from the POS and a technician will contact you to fix the printer, which is likely the cause of the cash drawer problem.

Step 2: Once you have confirmed the printer is working properly, navigate to the hardware settings within SMRT using the following steps:
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Step 3: Within the hardware settings, locate your receipt printer in the list of devices. You will see the following "Cash Box Connected" button. Ensure this is enabled on the receipt printer in which the Cash Drawer is connected.

Once these settings have been verified, you can test the cash drawer by navigating to Cash Box and selecting "Open the Drawer" in the top right as shown below. If problems persists, contact our support team for further troubleshooting steps and assistance.

*Note: If the cash drawer is in a physically locked state by the key, it cannot be opened through the software.