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Troubleshooting a BOCA Ticket Printer

Dave Carr
Dave Carr
  • Updated

In this troubleshooting article, we'll help resolve the most common printing issues when using your BOCA ticket printer.

Before you read this article, you should be familiar with:

 

Initial checks

Before starting to troubleshoot, complete these initial checks:

  1. Is the Spektrix Box Office app registered and running?
     
  2. Is the printer connected and switched on?
     
  3. Is ticket stock inserted the correct way round? Tickets should be inserted with the notch end first and thermal side up (the side you will print on).
     
  4. Is the printer regularly cleaned and maintained? For information about printer maintenances, take a look at BOCA's guidance on routine cleaning procedures.

WARNING: Always disconnect your ticket printer from mains power before opening or cleaning the printer. Remember to reconnect to mains power once you've finished.

 

Ticket Printer Troubleshooting

Find your issue by clicking the link which describes your problem:

 

Why are tickets stuck in the print queue?

When using certain versions of Windows 11 prior to 25H2, you might experience tickets getting stuck in the print queue. If tickets are stuck in the queue, check which version of windows you're using. Microsoft have released an update to Windows 11, version 25H2 which resolves this issue.

Once you've updated windows, you'll need to update your printer drivers. First, unplug your printer and then follow the steps in the BOCA Windows Installation guide using the updated Windows 11 printer drivers. Do not use the drivers from the link in the BOCA Windows Installation Guide.

If you need further assistance installing printer drivers, contact BOCA by following the link for your location:

 

Why does a job show in the print queue, yet no tickets are printing?

If the print queue shows the print job but no tickets print, this indicates an issue with the printer driver. To resolve the issue

  1. Correct your form size by following the steps in Configuring a printer to work with your ticket stock
  2. Uninstall the printer driver
  3. Reinstall the printer driver

If the issue persists, contact BOCA for support:

 

Why is there a delay in printing?

If you experience days when printing tickets, the following settings may help to resolve your issue:

  • Poll Period setting in Spektrix: The Poll Period setting controls how frequently the Box Office App will check for print jobs. If the Poll Period is set too high, it can delay printing.
     
  • Bidirectional communication: Turning off bidirectional communication can reduce the number of messages sent from the printer and enable quicker printing.
     
  • Printing directly to the printer: Turning on this setting sends the print job to the printer instead of saving in a temporary storage queue (print spooler).
     

Click each of the boxes below to learn how to change these settings.

If you’re experiencing delays in printing, the Poll Period setting may need changing in Spektrix. The Poll Period setting controls how frequently the Box Office App will check for print jobs. If the Poll Period is set too high, it can delay printing.

  • TIP: To access the Settings Interface, you’ll need the Settings Administrator Role. If you don’t have this Role, ask the Settings Administrator in your organisation to add this Role to your User Account.

    1. Click on the Control Panel icon in the bottom left corner of Spektrix:

      control_panel_icon.png

    2. Click Settings:

      control_panel_settings_button_highlighted.png

    3. Click Configuration > Box Office App.


    4. Select your PC from the Name column:

      select_pc_in_box_office_configuration.png

    5. Change the Poll Period setting by entering a minimum value of 2000:

      change_poll_period.png

    6. Click Save Box Office App for the changes to take effect.

  • If adjusting the Poll Period does not ease delays in printing, turn off bidirectional communication:

    1. Click the Windows / Start button in your taskbar. Type Printers & scanners and select it from the available options.
    2. Select your ticket printer.
    3. Click Printer properties.
    4. Click on the Ports tab.
    5. Select your printer.
    6. Uncheck Enable bidirectional support.
    7. Click OK to save.

    bidirectional-communication.jpg

  • If disabling bidirectional communication does not work, bypass the print spooler and print directly to the printer:

    1. Click the Windows / Start button in your taskbar. Type Printers & scanners and select it from the available options.
    2. Select your ticket printer.
    3. Click Printer properties.
    4. Click on the Advanced tab.
    5. Select Print directly to the printer.
    6. Click OK to save.

    print-directly-to-printer.jpg

    After each adjustment, perform a test print from the Windows driver.

 

Why do tickets print upside down?

If tickets are printing upside down, this can indicate:

    1. Right click on the Box Office App icon in the system tray and click Open:

      open_box_office_app_from_system_tray.png

    2. Select your printer under Spektrix Printers and click Edit Printer:

      box_office_app_edit_boca_printer.png

    3. If Print reversed is checked, uncheck it or vice versa:

      box_office_boca_print_reversed_checked.png

    4. Click OK to save changes.
    5. To check that the orientation has been updated, return to an Order and reprint a Ticket.

Next check the correct Orientation is selected within the ticket design.

    1. Navigate to the Admin Interface > Document Designs > Tickets.
    2. Under Ticket Designs, find the name of your Ticket Design and click Edit.

    3. In the Ticket Design Tool, click Document Properties:


    4. In the Document Properties, under Orientation, if set to Landscape change to Reverse Landscape or vice versa:


    5. Click Print to print a Test Ticket.
    6. When you are satisfied with your test print, click Save to save the Ticket design.
    7. To check that the Ticket design has been updated, return to an Order with the updated Ticket Design and reprint the Ticket.

 

 

Why do extra blank tickets print?

If extra blank tickets print alongside your other tickets, this could be an issue with your ticket design not matching the size of the ticket stock. If a ticket design is too large, even by a few millimetres, it may print across two tickets.

Measure your ticket stock in millimeters. Then check and correct the size Spektrix.

Ticket measurements differ depending on whether you’re setting the form size in windows or setting the dimensions in the Ticket Design Tool. Take a look at the table below:

  Windows Spektrix
Width Short edge of the ticket Long edge of the ticket
Height Long edge of the ticket Short edge of the ticket
    1. Navigate to the Admin Interface > Document Designs > Tickets.
    2. Under Tickets Designs, find the name of your Ticket Design and click Edit.

    3. In the Ticket Design Tool, click Document Properties:

    4. In Document Properties, for Width, enter the long edge measurement in millimeters. For Height, enter the short edge measurement in millimeters:

    5. Click Print to print a Test Ticket
    6. When you are satisfied with your test print, click Save to save the Ticket design.
    7. To check that the Ticket design has been updated, return to an Order with the updated Ticket Design and reprint the Ticket.

    If blank tickets are still printed, you may need to correct the form size in Windows. Follow the steps in Configuring a Printer to work with your ticket stock.

 

Why do tickets print an incorrect font?

When creating Tickets Designs in Spektrix, you can choose from three Printing Modes:

  • FGL Basic
  • FGL Extended
  • Generic

TIP: To learn more about FGL, take a look at Printing using FGL.

If tickets do not print with the correct font, this indicates a mismatch in printer settings in the Box Office App and Printing Mode in your Ticket Design.

Click the box below depending on whether you use Generic Printing Mode or FGL Basic / Extended Printing Mode. 

  • If you use Generic Printing Mode, check that the Printing Mode in your Ticket Design is set to Generic Mode. Generic Mode means you must uncheck Using FGL in the Box Office App.

    1. Click the Control Panel icon in the bottom left of Spektrix:

      control_panel_icon.png

       

    2. Click Admin:

      control_panel_admin_button_highlighted.png

       

    3. Go to Document Designs > Tickets and click Edit next to your Ticket Design.

    4. In the Edit Document Design window, click Document Properties:

       

    5. Change Printing Mode to Generic:

       

    6. Click Save:

    Next, check the FGL settings match in the Spektrix Box Office App.

    1. Right click on the Box Office App icon in the system tray and click Open:

      open_box_office_app_from_system_tray.png

       

    2. Select your printer under Spektrix Printers and click Edit Printer:

      box_office_app_edit_boca_printer.png

       

    3. Make sure Print using FGL is unchecked:

      box_office_boca_fgl_unchecked.png

       

    4. Click OK to save changes.
    5. To check that the font is correct, return to an Order and reprint a Ticket.

  • If you use FGL Basic or Extended Printing Mode, check that the Printing Mode in your Ticket Design is set to FGL Basic / Extended Mode. Using FGL means you must check Using FGL in the Box Office App.

    1. Click the Control Panel icon in the bottom left of Spektrix:

      control_panel_icon.png

       

    2. Click Admin:

      control_panel_admin_button_highlighted.png

       

    3. Go to Document Designs > Tickets and click Edit next to your Ticket Design.

    4. In the Edit Document Design window, click Document Properties:

       

    5. Change Printing Mode to FGL Basic or FGL Extended:

      document_properties_fgl_basic.png
    6. Click Save:

    Next, check the FGL settings match in the Spektrix Box Office App.

    1. Right click on the Box Office App icon in the system tray and click Open:

      open_box_office_app_from_system_tray.png

       

    2. Select your printer under Spektrix Printers and click Edit Printer:

      box_office_app_edit_boca_printer.png

       

    3. Make sure Print using FGL is unchecked:

      box_office_boca_fgl_checked.png
    4. Click OK to save changes.
    5. To check that the font is correct, return to an Order and reprint a Ticket.

 

Why does my printer cut after every ticket instead of after every Order?

If your printer cuts after every ticket and you want to change to cut after every order, click the box below depending on whether you're using FGL Basic / FGL Extended or Generic Printing Mode.

    1. Click the Windows / Start button in your taskbar. Type Printers & scanners and select it from the available options.
    2. Select your ticket printer.
    3. Click Printer properties.

    4. Click Advanced:

      advanced_button_highlighted_in_printing_preferences.png

    5. Under Printer Features, next to Output Bin: Select Cut last ticket of job only:

      cutting_settings_generic_mode_on_printer.png
    6. Click OK to save.

  • To enable the printer to cut tickets at the end of each order, you must set the printing mode in the Ticket Deisgn to FGL Basic or FGL Extended. You'll also need to enable Print using FGL in the Box Office App:

    1. Click the Control Panel icon in the bottom left of Spektrix:

      control_panel_icon.png

    2. Click Admin:

      control_panel_admin_button_highlighted.png

    3. Go to Document Designs > Tickets and click Edit next to your Ticket Design.

    4. In the Edit Document Design window, click Document Properties:


    5. Change Printing Mode to FGL Basic or FGL Extended:

      document_properties_fgl_basic.png
    6. Click Save:

    Next, check the FGL settings match in the Spektrix Box Office App.

    1. Right click on the Box Office App icon in the system tray and click Open:

      open_box_office_app_from_system_tray.png

    2. Select your printer under Spektrix Printers and click Edit Printer:

      box_office_app_edit_boca_printer.png

    3. Make sure Print using FGL is unchecked:

      box_office_boca_fgl_checked.png
    4. Click OK to save changes.
    5. To check that the font is correct, return to an Order and reprint a Ticket.

 

Uninstalling a BOCA Ticket Printer

If you need to uninstall your printer, follow the steps in the How to Uninstall a Ticket Printer article.

To reinstall your printer read Setting up a BOCA Ticket Printer.