Hardware and printers

Count-IT supports printers, scanners, cash drawers, scales, customer displays and payment terminals. Specifically:

• normal printers for A4/PDF documents, receipt printers and label printers;
• barcode and QR scanners that provide keyboard input;
• the Digi AD-2000 scale or a configured app scale;
• cash drawers via supported local protocols, the printer or OPOS;
• a customer display;
• payment terminals from CCV, Worldline, Ingenico, Sepay, myPOS, SumUp, Buckaroo and Pay., among others.

You register a till, PC, laptop, tablet, phone or scanning terminal as a device type. You can find more information on the Hardware page.

Go to the hardware settings, choose the right printer type (receipt printer, A4 printer or label printer) and add the printer. Select a local, network or virtual printer to match your installation, link a layout and do a test print.

Only then set the default printer and automatic print actions. In the till settings you choose which receipt printer and receipt layout the till uses and on which A4 printer extended till documents are printed.

To print on a local receipt or label printer, you use the Count-IT app or the version of QZ Tray provided by Count-IT. When setting up the printer, you choose which print app is installed on the device; the download links are shown there too.

Use the print software provided by Count-IT: an arbitrary standard version may use different certificates or settings. If you print to a Count-IT printer from a normal browser instead of the app, the job is rejected because the app is not active.

Switch on Use printer queue on the printer; the Count-IT app then keeps failed prints on the device and tries them again. The queue is off by default.

With the queue switched on, a failed print is retried immediately and then automatically every 10 seconds while the app is open. This continues up to the Maximum age for automatic printing (15 minutes by default; 0 means unlimited). When prints are waiting, a printer icon with a small red counter appears at the top right. Click it to see the error message per print and choose Try again, Cancel or Clear.

With Show error message when printing you decide per printer whether print errors give a message. Do not clear the local app or browser data while prints are waiting.

First check the basics: power, paper or labels, the cover, the cable or network, the selected printer and the device assignment. Then start a test print from the printer settings.

If you print via local print software, check that the app provided by Count-IT is running. With the printer queue, the printer icon in the header shows which prints failed and why. Special characters are simplified on a receipt where needed, for example accented letters become plain letters. If the problem persists, tell support which printer and print method you use.

Open Info › Hardware › Printers. Available printers are at the top, unavailable ones at the bottom. For each printer you see the type, the connection, the printer destination and the device settings.

For available receipt printers, Test starts a test print via the same route as the till. Note: “available” means the printer can be used according to the settings, not that the physical printer can be reached. The message that the test job has been created does not yet confirm a physical print either.

Check the paper type, label size, printer driver, scaling at 100%, the margins and the chosen template. Then test with a single copy.

A printer or driver update can change the dimensions locally, even if nothing has changed in the template itself. So check a test print again after such an update.

Open the receipt printer in the hardware settings and set Number of receipt prints to 2 to 9. The default value is 1.

This applies to every receipt sent to that printer, including kitchen and bar tickets. A separately set number of extra copies is added on top: with a printer value of 2 and one extra copy, four copies are printed.

First create a label template with the right size, fields and barcode. Then link or select a label printer, print one test label and check the scale and position before printing a series.

Label templates are available for product, customer, repair, voucher and ticket labels. For smaller digits under a barcode, change the font size of the barcode element under Advanced in the label template, for example to 6 pt (default 8 pt). If a default price list is set on the till, product labels show the price according to that price list.

Check how the drawer is set up: via the printer, a local device or OPOS. Also check that the correct printer is active and that the user is allowed to use the open button.

If the drawer is controlled via the receipt printer, do a printer test first. With the till setting Open cash drawer you show a manual open button; with Login code required for drawer you protect that button with a code.

Count-IT works with the Digi AD-2000 scale or a configured app scale. Add the scale in the hardware settings and switch on Weight in the till settings; you place the weigh button in the action button layout yourself.

You mark a product as a weighed product; at the till you then weigh it with the weigh button. On the customer display you can set the font size of the weighed product, the label and the value. Read more about weighing at the till on the Scale page.

Yes. Under Settings › General › Scanning you set a barcode prefix for products with weight, so the till recognises these barcodes. Barcode prefixes per type (receipts, products, weighed products, customers and so on) must not overlap.

If you use GS1 weight templates, do not also switch on Convert GS1 product barcode: a direct product match then takes priority over the weight template and does not use the weight from the scan.

Under Settings › General › Scanning, set Convert GS1 product barcode to Yes. The till then extracts the product code from a composite GS1 scan, including for bundle components. By default this option is set to No.

The till recognises input that starts with 01 and contains at least 16 characters; the next 14 digits must have a valid check digit. Date and lot number are not used. If the product code does not find a product, the till continues searching with the original scan. Only switch this option on if your scanners provide such GS1 codes.

First test whether the scanner enters readable characters in a normal text field. A scanner that works as a keyboard usually has to send a closing Enter.

Then check the keyboard layout, the EAN check digit settings, the barcode prefixes, the barcode detection length and whether the barcode is unique. You can find these scan settings under Settings › General › Scanning.

Count-IT works with payment terminals from CCV (2-step and OPI), Worldline (CTEP), Sepay (ECR and web ECR), Ingenico (via network or serial connection) and myPOS. Via an app integration, terminals from SumUp, Pay. and Buckaroo also work, including Buckaroo Tap to Pay. This applies as far as the hardware, licence and local software allow.

A terminal payment consists of a payment method in Count-IT and a linked terminal or app. When connecting, use the details from your terminal supplier. See also the integrations.

Do not restart the payment straight away, because the customer could be charged twice. First check whether the payment went through after all.

1. Check the internet connection, the terminal status and the app status.
2. Look up the payment in Count-IT by time and amount and check the transaction with your payment provider.
3. Only restart once it is certain that no payment was made.

If the status remains unknown, contact support and give the time, amount, till used and transaction reference. Do not share login details, terminal codes or payment details.

Compare the payments in Count-IT with the report from your terminal or payment provider for exactly the same period. Check corrections, returns, split payments, manual card payments and wrongly chosen payment methods.

Do not write off a difference before the cause is known. A payment provider must be correctly linked both as an app and to a payment method or local device; in case of a fault, check the app status, terminal status, payment method and the device the till runs on.

Open the terminal when editing the hardware, choose the app and terminal and click Status. You see the connection, terminal status, type, shop and the time of the last activity; for Smart terminals also the status of the payment app.

“Enabled” means the terminal is switched on at Buckaroo, not that the connection is active or the payment app is ready. “Unknown” means Count-IT could not determine that value. Requesting the status does not change anything on the terminal.