Pixel & Oak POS docs
Fixes for common problems
The problems owners hit most, with the fix for each. If yours isn't here, message us a photo of the screen.
Windows says "Windows protected your PC"
Click More info, then Run anyway. It shows because the installer is not code-signed yet. Install on Windows.
"No shift is open" when I press Pay
Press Open shift in the top bar and type the opening cash. Open and close the shift.
The printer prints nothing
- In Settings → Printers, check the connection is the right one (USB, Wi-Fi or LAN) and press Test print.
- USB: the printer must show in Windows (its driver installed). Unplug it and plug it back in, then pick it again.
- Wi-Fi or LAN: check the IP address (the printer can print it on a self-test page) and that the port is 9100.
- Check the paper width (58 or 80 mm) and that the paper roll is the right way round: thermal paper only prints on one side.
The cash drawer won't open
Its cable goes into the printer's drawer port. In Settings → Printers, try Pin 5 and 100 ms (stronger), then Test drawer. Check it is set to open on the sales you expect: every sale or cash sales only.
Someone forgot their PIN
An Admin can set a new one in Users → the person → Change PIN or password. There is no "forgot password", so keep two Admins.
Website orders stopped coming in
Check the till is on and a shift is open. Then open Settings → Online orders: the card shows the last check and any problems, and Check for orders now tries straight away. Website orders.
I want to delete my practice orders before going live
During the free trial, open Settings → About → Clear practice orders. It clears the orders, shifts and cash in / out, and keeps your menu and settings. Clear practice orders.
The till says sales are stopped
The trial or the licence has ended. Your data is safe: send us the Device ID from Settings → About. Trial and licence.
Double-clicking the icon does nothing
The till is already open: only one copy runs, and opening it again brings it to the front. Check the taskbar.
Stuck on a step?
Message us on WhatsApp with a photo of the screen. We can also join a video call and fix it with you.