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Printer Issues

This topic covers common printing problems and their solutions.

Problem: Nothing Prints From ProPay

Symptoms

You send a print job to the printer from ProPay but nothing comes out.

Solution

  1. Verify printer assignment in ProPay:
    • Go to Client Functions > Setup > System Setup > Tab 3 (Printers) on the ProPay Main Menu.
    • Confirm you have assigned a valid Check Printer and Report Printer.
    1. Restart your computer and try printing again.
    1. Test printing from another application:
      • Open WordPad or another program.
      • Try printing a test document.
      • If you cannot print from other programs, refer to your Windows manual for printer troubleshooting.

      Problem: Print Queue Stuck (windows 7/vista)

      Symptoms

      You have a long list of hung print jobs that won't clear.

      Solution

      1. Click Start.
      2. Type Command.
      3. Right-click Command Prompt and select Run as administrator.
      4. Type the following commands, pressing Enter after each:

      _CODE_BLOCK_0_

      Problem: Print Queue Stuck (windows 10)

      Symptoms

      Print jobs remain stuck in the queue and won't clear.

      Solution

      1. Right-click the Start button.
      2. Click Run.
      3. Type services.msc and press Enter.
      4. Scroll down and right-click Print Spooler.
      5. Click Stop.
      6. Launch File Explorer from your Start menu, taskbar, or desktop.
      7. Go to: C:\Windows\System32\spool\PRINTERS
      8. Delete all files in this folder manually.
      9. Return to the Services window.
      10. Right-click Print Spooler and select Start.

      Problem: Reports Run Off the Page or Text Doesn't Align

      Symptoms

      • Reports don't look right or run off the page
      • Text on checks doesn't line up with boxes
      • Check text doesn't align with envelope windows

      Solution

      1. Select a different printer and print the same job to see if there's a difference.
      1. Install a different printer driver:
        • For HP printers, go to HP.com
        • Download and install the HP Universal Print Driver (UPD)

        Problem: MICR Characters Don't Display Correctly

        Symptoms

        The bank account numbers on checks don't look right, or MICR characters are not displayed correctly.

        Solution

        Install the MICR fonts as described in Client Functions > Setup > System Setup > Tab 3 (Printers).

        Problem: Partial Print Jobs or Inconsistent Printing

        Symptoms

        • Only part of the print job prints correctly
        • Some checks print OK and some lose the font
        • Some report pages are "half printed"

        Cause

        The print job ProPay is sending to your printer is too large for the available printer memory.

        Solution

        1) Check your printer memory:

        1. Print the configuration page from your printer's control panel.
          • If you're not sure how, check your printer manual index under "configuration page print-out."
          1. Review the configuration page to see how much memory is available.
          2. If you have an older printer with inadequate memory:
            • Consider adding more memory chips to your printer
            • Consider purchasing a newer printer model
            • For large batches (100+ checks per client), you need at least 8-16 or 32 MB of memory

            2) Check the buffer size of your printer driver:

            1. Go to Client Functions > Setup > System Setup > Tab 3 (Printers) on the ProPay Main Menu.
            2. Note the Check Printer and Report Printer you have selected.
            3. Exit ProPay to the Windows desktop.
            4. Click Start > Settings > Printers.
            5. Right-click the printer you're using with ProPay.
            6. Select Properties > Device Options.
            7. Check how much Printer Memory is assigned.
            8. If the assigned memory is less than your printer's capacity (from step 1), increase it to match your printer's full capacity.

            3) Adjust spool settings:

            1. In printer Properties, click Spool Settings in the Details tab.
            2. Choose the option to Start printing after first page is spooled.
            3. Set the spool data format to EMF.

            4) Print TrueType fonts as graphics:

            1. Click the Fonts tab in printer Properties.
            2. Set TrueType fonts to be printed as Graphics instead of bitmaps.

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