Troubleshooting

Step-by-step solutions for the most common TORO POS issues. Try these before calling support.

Your internet is down or unstable and you are unsure how TORO is affected.

1
TORO POS works offline for cash transactions. You can continue ringing up sales, and data will sync when the connection returns.
2
Credit card processing requires an active internet connection. If internet is down, you will need to accept cash only or use a mobile hotspot.
3
Check your router and modem. Unplug both for 30 seconds, then plug the modem in first. Wait 2 minutes, then plug in the router.
4
If using Wi-Fi, try connecting the POS computer directly to the router with an Ethernet cable for a more stable connection.
5
Contact your internet service provider if the issue persists beyond 15 minutes.

Receipt printer is not responding or printing blank/garbled output.

1
Check that the printer is powered on and the USB or Ethernet cable is firmly connected at both ends.
2
Open the printer cover and ensure the receipt paper roll is loaded correctly with the thermal side facing up.
3
On your Windows PC, go to Settings > Devices > Printers and Scanners. Verify the receipt printer appears and is set as default.
4
Right-click the printer, select 'See what is printing', then click 'Printer' in the menu bar and select 'Cancel All Documents' to clear the print queue.
5
Restart the Print Spooler service: open Services (search 'services.msc'), find 'Print Spooler', right-click and select 'Restart'.
6
Print a test page from the printer itself (usually by holding the feed button while powering on) to confirm the hardware works.
7
If the issue persists, try a different USB port or cable.

The credit card terminal is not processing transactions or is showing errors.

1
Restart the credit card terminal by unplugging the power cable, waiting 10 seconds, and plugging it back in.
2
Verify the terminal is connected to the internet. Check the Ethernet cable or Wi-Fi connection on the terminal.
3
Ensure the terminal displays a ready/idle screen. If it shows an error code, write down the code before proceeding.
4
In TORO, go to Settings > Credit Card and verify the terminal IP address and port match the terminal's network settings.
5
Try processing a small test transaction (such as $0.01) to check if the connection is working.
6
If the terminal continues to fail, contact Premium Tobacco Processing at the number on your terminal for merchant account support.

TORO POS is not responding to clicks or keyboard input.

1
Wait 15-20 seconds. Sometimes the system is processing a large operation and will recover on its own.
2
Press Ctrl+Alt+Delete and open Task Manager. Look for the TORO process. If it says 'Not Responding', select it and click 'End Task'.
3
Relaunch TORO from the desktop shortcut. Your data is saved automatically, so no transactions will be lost.
4
If the entire computer is frozen, press and hold the power button for 10 seconds to force a shutdown. Wait 30 seconds, then power back on.
5
After restarting, check that Windows updates are not running in the background, as these can cause performance issues.
6
If freezing happens repeatedly, call support so we can check your system remotely for resource or configuration issues.

The cash drawer is not opening when completing a cash transaction.

1
Use the manual key (included with the drawer) to open the drawer immediately if you need to make change for a customer.
2
Check that the RJ12 cable connecting the cash drawer to the receipt printer is firmly plugged in at both ends. The drawer opens via a signal from the printer.
3
Verify the cable is plugged into the correct port on the receipt printer (labeled 'DK' or 'Drawer Kick').
4
In TORO, go to Settings > Hardware > Cash Drawer and confirm the drawer is enabled and the kick command matches your printer model.
5
Try printing a receipt. If the printer works but the drawer does not open, the issue is likely the RJ12 cable. Try a replacement cable.
6
If the drawer has a second DK port, try plugging the cable into that port instead.

The barcode scanner is not reading barcodes or not sending data to TORO.

1
Check that the scanner's USB cable is firmly plugged into the computer. Try unplugging and reinserting the cable.
2
Open Notepad on your computer and scan a barcode. If the barcode number appears in Notepad, the scanner works and the issue is within TORO settings.
3
If nothing appears in Notepad, try a different USB port on the computer.
4
Ensure the scanner is set to USB HID (keyboard emulation) mode. Refer to your scanner's manual for the configuration barcode to reset this.
5
Clean the scanner window with a soft, dry cloth. Dirt or residue can block the laser or camera.
6
If the cable appears damaged or bent, replace it. Most USB barcode scanner cables are standard and inexpensive.
7
If the issue persists after trying a new port and cable, the scanner may need to be replaced. Contact us for a recommendation.

Issue Not Listed Here?

If your problem is not covered above, we are just a phone call away. We can also connect remotely to troubleshoot directly on your system.

Our team can remotely connect to your system and resolve most issues in minutes.