How to Troubleshoot a Cash Drawer That Won’t Open

Step‑by‑step guide for fast fixes 

Quick Checks

Is the drawer locked? 

Turn the key to the unlocked position (usually horizontal). Test the drawer again. 

Is the receipt printer ON and ready? 

• Power light ON (not flashing red) 

• Paper loaded, lid fully closed 

• No error lights 

Can you print a receipt or test slip? 

Print anything from the POS (a test receipt is fine). 

• If the printer does not print → fix the printer first. 
  (The cash drawer cannot open unless the printer is working because the drawer relies on the printer’s “kick” signal.) 
• If printing works, continue below. 

                                                                                                                                                                        

Try the POS Drawer Button

Find Open Drawer in your POS. 

• If the drawer opens or you hear a click → Problem solved. 
• If nothing happens → move to the next step. 

                                                                                                                                                                                                                                                                                             

Check the Drawer Cable

• The cash drawer connects to the receipt printer, not the computer. 

Locate the drawer cable 

• It looks like a small phone-style plug (RJ11 or RJ12). 

Check the connection 

• Unplug and re‑seat both ends firmly (you should feel a “click”). 

• Confirm the cable is in the DK or Drawer port on the printer—not  LAN port. 

Test a spare cable (if available) 

• Bad cables are a common cause. 

• Try Open Drawer / No Sale again. 

                                                                                                                                                                       

Power Cycle Printer

Restart the printer 

• Turn it OFF → wait 5 seconds → turn it ON. 

Restart the POS app 

• Close and reopen, or log out and back in. 

• Try opening the drawer again. 

                                                                                                                                                                        

Inspect the Drawer Mechanism

Remove the cash tray 

• Look for coins, notes, or debris blocking the latch. 

Check the latch 

• Press gently—do not force. 

Use the emergency release (if applicable) 

• Some models have a release lever or hole underneath. 

                                                                                                                                                                        

If it still won’t open — Provide These Details to Support via Live Chat

Give your manager or support team the following answers so they can fix it fast: 

• Does the printer print? Yes / No 

• Is the drawer unlocked? Yes / No 

• Did you re-seat the drawer cable at both ends? Yes / No 

• Did you try a different drawer cable? Yes / No 

• When you press Open Drawer, do you hear a click? Yes / No 

• Any printer error lights? Yes / No 

• When did the drawer last work? (Approx. time/date) 

• How is the printer connected to the POS?  

• USB to computer 
• Network cable to router 

By following these steps, you can solve most problems in under five minutes. If you need further assistance, simply click the blue chat icon at the bottom-right corner of the screen to connect directly with our Application Support Team.