Symptom: Location states that the cash drawer is not opening


Step 1: Determine if anyone else is able to open the cash drawer.

  • Ask the caller if this issue is affecting everyone on that register or just only the caller.
  • If everyone, proceed to step 2.
  • If only the caller, Check employee permissions to determine if they have Cash Drawer privileges first.

Step 2: Check Local settings to determine if cash drawer is enabled.

  • Navigate Admin > Local Support Settings
  • Ensure that Bar/Register is CHECKED

Step 3: Determine type of drawer the location has.

  • Ask them if the drawer has a silver/chrome color in the front or just black.
    • MS (silver / chrome)
    • APG ( black)
  • Note the type.


Step 4: Check connections

  • Have the caller check the drawer connections from under the drawer to the CPU.
    • Are there signs of a damaged cable?

    • NOTE: Never ask the customer to unplug the USB cable from the BOTTOM of the cash drawer.
      • If there is a concern that the connection is not solid. ONLY have them push the cable in.
      • This precaution is due to the nature, these connections are very tight and removal could lead to damage of the cable.


Step 5: Check if the system recognizes the cash drawer

  • Right-click on the EZDine shortcut and choose Open File Location
  • Locate the utility for the cash drawer noted in step 3.
    • MS
      • Open M-S Cash Drawer USB Controller
      • Choose Drawer #2 at the bottom
      • Click on Open Cash Drawer
      • If successful, "Close drawer before continuing" should appear
      • Close out of EZDine
      • Restart the terminal
      • Utility should appear showing the drawer is Closed.
      • Open and close the drawer using the utility to ensure the issue is resolved

    • APG
      • Open USB554Utility
      • Determine if USB1 is showing in the utility
      • Click on Open Cash Drawer
      • If successful, "Close drawer before continuing" should appear
      • Close out of EZDine
      • Restart the terminal
      • Utility should appear showing the drawer is Closed.
      • Open and close the drawer using the utility to ensure the issue is resolved

Step 6: Check Dip Switch on the cash drawer

  • Have the caller check the Dip Switch is correctly set to 1.
  • If set properly it should looks like this.
    • Numbers on the bottom
    • Switch one down towards the number 1
    • Switch 2-4 are up away from the numbers
  • If you change a dip switch setting on a MS Cash Drawer, proceed to step 7.  Any time a dip switch setting is changed, perform Step 8 as well.


Step 7: Important notes for after updating dip switch settings on a MS Cash Drawer

  • After a change on a dip switch setting on a MS Cash Drawer, you MUST reseat the USB Connection for the system to recognize the drawer.
  • Proceed to step 8

Step 8: Important notes for after updating dip switch settings

  • If dip switch settings were changed mid-shift
    • The system will not know that the other drawer will be present
    • This will also cause issues with the drawer not opening and not print a receipt
    • Clock out of any drawers under the other dip switch
    • Re-Clock in drawers under the correct dip switch setting
    • Test connection within the MS utility under Drawer #2 to ensure it is working.
    • Do a test transaction to see if the Cash Drawer opens and receipts are printed.
      • You can always have the caller void the test transaction so it does not affect the drawer totals.
    • If the drawer is stuck in "open" status, there is a controller issue or another internal hardware failure.


Step 9: Enable "Mock" Cash Drawer Mode

  • If all troubleshooting efforts on a cash drawer have been exhausted and the drawer will not open automatically or is not recognized by the cash drawer utility, you have the option of turning on "Mock" Cash Drawer Mode.
  • Notes about Mock Cash Drawer Mode
    • This will make EZDine bypass the drawer completely.
      • Allows the program to continue as normal
        • Print receipts after cash transactions
        • Allows employees to count down /clock out drawers.
      • NOTE: With the cash drawer bypassed, a key will be needed to open the drawer manually for all transactions.
  • Enable Mode Cash Drawer Mode
    • Navigate Admin > Local Support Settings
    • Set Cash Drawer Type to Mock

    • Close and reload EZDine
  • NOTE: When using mock cash drawer mode
    • Each time the drawer would normally open, a "Close Drawer" button will appear.
    • Click this button to continue


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