Receipt Printer / QZ Tray Troubleshooting

  • Published on Jul 22, 2025
  • 2 minute(s) read
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There are three items to troubleshoot: 

  • Receipt printer's drivers, settings, and connection to the computer

  • QZ Tray

  • Settings in Recreation Management

Task 1: Receipt Printer

  • Check the physical connection to the PC

    Note

    If the printer physically connects to another computer, then this would be a network printer. The IT Department should troubleshoot in this case.

  • Printer Drivers download from the Printer manufacturer's website

  • Review printer settings

Once you check or can complete a test print, move on to Task 2.

Task 2: QZ Tray

3 common issues:

  • QZ Tray is not set to automatically start

  • QZ Tray is not installed

  • Issues with the installation of the Tray

Note

You can remove and install the QZ Tray to resolve installation issues. If there is a consistent issue that this cannot solve, then that is an issue that your IT department must resolve. 

Additional Resources

 If You Experience This

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The printer connects with USB and shows online/active on Windows Printers/Devices screen, but Recreation Management does not respond when you click Test Printer Connection

  1. Ensure QZ tray app 2.0 is running and that no other versions of the QZ tray app are installed

  2. Ensure QZ tray app does not have CivicPlus blocked in the Site Manager (QZ Tray Icon in the bottom right, click Advanced, click Site Manager)

  3. Ensure you use Google Chrome or IE11+ (Websockets do not work in earlier versions of IE)

The printer does not show online/active status on the Windows Printers/Devices screen

  1. Ensure the printer is plugged into a known working USB port and is powered on

  2. Try power cycling the printer and/or plugging it into a different USB port.

  3. If the printer shows as an Unknown Thermal Device or similar device (not as a printer), ensure the correct drivers were installed for the printer (they usually come with a CD).

  4. If the printer shows a connection but is faded out, indicating it is offline, try to change the USB port to USB002 or USB001 in the Ports tab of the printer settings

The printer is Serial or uses a USB/Serial adapter

  1. Ensure a generic/text printer is added in Windows, pointing to COM4 (Port tab of printer settings). Sometimes it may be COM1.

  2. Ensure that Recreation Management tests do show up in the print queue.

A print action from Recreation Management shows in a print queue but does not print.

  1. Ensure the printer points to the correct port

  2. Ensure the printer has the driver installed (if USB)

Recreation Management says Printer found: Null or Printer not found

  1. Ensure the printer name in Recreation Management matches the name of a printer in Windows

  2. Fully restart the QZ tray by exiting and re-opening it, then refresh the Recreation Management receipt printer configuration page

IE11: Could not connect to printer tray application

  1. Ensure that CivicPlus is Allowed by the QZ Tray Site Manager

  2. Go to IE's Internet Options screen, then navigate to the Security tab, choose Intranet, and click the Sites button.

  3. Ensure the first two checkboxes are unchecked and the last two are checked, then save the settings. Then refresh the receipt configuration page, and it should get a successful connection to the tray application.

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