If the internet is working at the venue but the fiscal printer appears in red, there is a local communication issue between the POS application and the fiscal printer.
Has the cash register been working until now and only recently started showing as disconnected? Then go directly to the “The cash register was working until now and is now showing as disconnected” section below. The connection mode (LAN or Bluetooth) and cable checks in the following sections are intended for a device that has never worked or does not have an IP address at all — they will not fix a device that was previously working.
The third possibility, which you should rule out before any other checks: the device does not have a network (LAN) port at all. If this is the case, the steps below cannot resolve the issue - the connection requirement cannot be met, and the cash register is not compatible with Ebriza. Do not use adapters, bridges, or Wireless-to-Ethernet converters as a solution: these are not supported configurations and, in any case, they do not help a device without a network port, because they provide a port rather than replacing a missing one. You can find the integrated models in the "Compatible Equipment" article.
Before anything else: how is the fiscal printer connected?
Ebriza communicates with the fiscal printer ONLY through the local network (LAN), using the same router as the tablet. Bluetooth is NOT supported. A fiscal printer left on Bluetooth does not receive an IP address, so it can never be found during the search in the app — and this cannot be fixed by restarting the device, using ON → 6, changing the cable, restarting the router, or manually adding an IP address. If the device is not on LAN, the connection mode IS the cause, and the only solution is to switch it to LAN.
That is why the first check is this: is the fiscal printer connected with a network cable to the router or switch, or is it on Bluetooth?
If it is not connected with a network cable to the router, stop here and switch the device to LAN by following the steps in the article “Datecs fiscal printer [Ebriza POS NEXT]” (Programming → Configuration → Communication → PC Connection → LAN, DHCP set to YES). Only after that should you restart the search from Devices → Printers and Peripherals.
If you are not sure, here is how you can check it yourself: print the IP report from the device. On Datecs, press ON → 5 → 6. The report tells you exactly where you stand:
No IP address appears on the report: the device is NOT in LAN mode (most commonly, it has been left on Bluetooth). Switch it to LAN. There is no point restarting the router or manually adding an IP.
An incomplete address appears, such as “xxx”: the device is in LAN mode, but it is not receiving a signal through the cable. Continue with the section “My fiscal printer IP does not appear or appears incomplete” below.
A valid address appears: the device is on the network. Continue with the network checks in the article (same router, same IP range).
Two signs that tell you by themselves that the device is not on the network
In Devices → Printers and Peripherals, another peripheral (for example, an Epson printer) appears in green, while the fiscal printer appears in red. This means that the tablet can see the network and its permissions are correct — only the fiscal printer is not on the network. Do not change the iPad permissions and do not reinstall the app.
The search gradually progresses and reaches 100% without finding anything. This means that the scan actually ran, so the device is not on the network. Only an instant jump to 100% indicates missing permissions on the iPad — see the FAQ below; do not confuse the two situations.
Verification steps:
1. Turn the fiscal printer off and back on. Make sure:
Datecs is in PC Connection mode
Partner is in Operator 1 mode
2. Check the physical connection: the fiscal printer must be connected to the router via network cable, the POS tablet must be connected to the same Wi-Fi network as the router (NOT to a mobile hotspot — see below)
3. Reinstall the fiscal printer:
Go to POS Menu → Printers & Peripherals (Devices- Ebriza POS NEXT) → Press and hold for 2 seconds on the red fiscal printer to delete it → Press “+”, select the model, and wait for it to be automatically detected on the network → Select the detected fiscal printer and save
The device is on the network but still appears red (disconnected) — check the app version first
Before troubleshooting a network issue, make sure the tablet is running the latest version of Ebriza POS NEXT from the App Store. An older version of the app could report a peripheral as disconnected even when it was on the network and working properly. You can recognize this situation by any of the signs below:
The printer or cash register appears red under Devices → Printers and peripherals, even though it responds on the network (you can open it in a browser using its IP address) or it printed shortly before.
The device was working, then became stuck on “Disconnected” and refused to print until the printer or the app was restarted — especially if you opened the Devices screen multiple times or have multiple tablets at the location.
The printer responds slightly more slowly (2–3 seconds) and was reported as disconnected even though printing on it was working.
A printer added by manually entering its IP address appeared as installed but did not print anything because the printing rules were not reaching it.
What to do:
Update Ebriza POS NEXT from the App Store on every tablet at the location.
Open Devices → Printers and peripherals and wait for the list to refresh — the device status is checked again when the screen is opened.
If a printer that was added before the update still does not receive receipts, delete it (press and hold it for 2 seconds) and add it again using “Add device”.
If the device still appears red after the update, then there is a real network or device issue — continue with the sections below.
How to find the fiscal printer IP address:
Partner (when “OPERATOR 1” appears on screen): press the C.I.F / X button
Datecs: press ON → navigate with arrows to 5 - AMEF Info Report → TOTAL → 6 - AMEF Summary Info → TOTAL → ON → then press 6 (PC CONNECTION)
Why it does not work on hotspot- Ebriza POS works over a local network — the POS tablet and the fiscal printer must be connected to the same router.
A mobile phone hotspot does not allow this type of local communication between devices, even if the internet itself works.
Fiscal receipts are issued offline (internet is not required), but the communication between POS ↔ fiscal printer must happen through the local network.
Ebriza says the receipt was printed successfully, but nothing comes out of the cash register (Datecs only)
Here, Ebriza reports success — the receipt appears as printed in the app — but no paper comes out of the device. This is not the same situation as the one below, where the app remains stuck on “Loading” and does not report anything; in that case, the troubleshooting order is different.
The order matters: paper and the cover are not the first things to check. On Datecs devices, the number one cause for this exact symptom is that the device did not remain in “PC Connection” mode — most often immediately after navigating through the menus to switch it to LAN. This is also the typical cause of error 109986. Checking the paper and cover is still on the list, but as step 4.
If, instead, Ebriza tells you that the receipt was printed successfully but nothing comes out on paper, you’re not in the right section — go to the section above, “Ebriza says the receipt was printed successfully, but nothing comes out of the cash register (Datecs only)”; there, the first step is to check the communication mode, not the paper.
Before the list, just one question: did you press the Test Print button in the printer settings, or did you try to print an actual fiscal receipt? These are two different situations, with different diagnostics.
Then check the following in this order:
Communication mode first. Turn off the cash register using the power button, restart it, then press ON → 6 to force it into “PC Connection” mode, and try printing the receipt again.
Check the IP address again — do not assume it is still valid. The device has just been reconfigured: print the report using ON → 5 → 6 (AMEF Info Report → AMEF Synthetic Info) and confirm that a valid address is displayed, not an incomplete one such as “xxx”. A failed reconfiguration can leave the device apparently connected but in a different mode.
A receipt left open from a previous attempt. The cash register will not accept a new receipt until the open one is closed or cancelled directly on the device. After several failed attempts, this is a very likely cause.
Only now check the paper, cover, and device screen. Check the paper roll and cover, and note any code or message displayed on the cash register screen — if a code appears, that becomes the starting point for troubleshooting.
“Printed successfully” in Ebriza does not mean that the receipt actually came out on paper: the app confirms that it sent the receipt to the cash register, not that the device actually printed it. If you do not have the receipt in your hand, go through the steps above — the message in the app is not contradicting what you see.
The application stays on “Loading” when I send the receipt, and the cash register does not print anything
Here we are dealing with a blockage without an error code: the POS sends the receipt, the screen stays on “Loading” or keeps spinning, and the cash register does not print anything. This is different from the situation where the cash register appears in red (disconnected) — that case is covered in the sections above. Precisely because no code appears in the application, the troubleshooting steps depend on the cash register model: the typical causes are different for Datecs and Partner.
First, look at the cash register screen. The blockage is silent in Ebriza, but the device will almost always display something — a code, a message such as “RECEIPT OPEN”, or a memory warning. That message is actually the diagnosis; note it down before performing any other checks, and if you contact us, send us the message as well.
The cash register was working until now and is now showing as disconnected
This section is for a device that was working and is now shown in red in the app, even though it is turned on and there is internet at the location. If the device has never worked or does not display an IP address at all, refer to the sections above.
Step 1: Which Wi-Fi network is the tablet connected to now compared to when it was working?
“I'm connected to the internet” does not mean “I'm on the same network,” and this is the number one cause. Ebriza communicates with the cash register only through the local network. If the tablet is connected to a different Wi-Fi network than the device, the app can no longer find it and will permanently show it as disconnected, even if both devices have a perfectly working internet connection.
On the tablet, go to Settings → Wi-Fi, check the name of the network it is currently connected to, and compare it with the network it was connected to when the cash register was working. Pay attention to networks with nearly identical names that differ only by their suffix — for example, “…-2G” and “…-5G” or “…” and “…-guest”. These are two different Wi-Fi networks, even if they come from the same router, and the tablet may automatically switch from one to the other without you noticing. Depending on the router configuration, devices on one network may not be able to see devices on the other.
If the network has changed, reconnect the tablet to the network the cash register was working on and reopen the Ebriza app. To prevent this from happening again, keep only one saved network on the tablet — the one dedicated to Ebriza equipment.
Step 2: The three steps to restore the connection
Do these even if the network appears to be correct and after reconnecting to the correct network, if the device still appears disconnected. It takes two minutes and, in practice, resolves most cases.
Turn off the cash register using its power button and turn it back on, then wait for it to return to the sales screen.
Make sure the device is in sales mode: on Datecs, PC Connection mode; on Partner, the OPERATOR 1 screen. If it is left in a menu, report, or programming mode, it will not respond to commands from the app and will appear disconnected.
On the tablet, go to Devices → Printers and Peripherals, press and hold the cash register shown in red for 2 seconds to delete it, then add it again using “Add Device” and Search, so that the app can retrieve its current IP address.
If the device still appears disconnected after these steps, contact us and let us know which cash register model you have, which Wi-Fi network the tablet is currently connected to, and whether anything has changed at the location (new router, router reset, different network selected on the tablet).
If you have a Datecs cash register
Check the following in this order:
Paper and cover. This is the most common cause and can be seen directly on the device: the paper has run out or the cover was left open.
Network communication. Datecs uses a network cable, not Wi-Fi. Physically check the cable at both ends, check whether the device still has a valid IP address, and make sure it has not been moved to another router or network. The steps are described in the sections above.
A receipt left open from a previous attempt. The fiscal printer does not accept a new receipt until the open one is closed or canceled. In current versions of Ebriza POS NEXT, the app automatically cancels the receipt left open when printing fails on a Datecs fiscal printer, so this cause should be rare — if it occurs, first check that you have the latest version of the app installed. If the receipt is still open, close or cancel it on the device, then resume printing from the app.
Full memory — the electronic journal or fiscal memory is almost full.
An error code displayed on the device screen. If a code appears, that is the starting point for troubleshooting, not the steps above.
The battery is not the cause on Datecs. The device is powered from the mains and does not have the battery-related blocking behavior that Partner cash registers can have; a power-related issue on Datecs appears as a code on the screen, not as a silent “Loading” blockage. Do not waste time checking the battery on a Datecs.
If you have a Partner cash register
Here, a low battery is a typical cause: check whether the low-battery symbol appears on the cash register screen and whether the device is powered. Then restart the cash register using the C button and try the receipt again.
If you have followed the steps for your model and the receipt still does not print, contact us and tell us which cash register model you have and exactly what the device screen displays at the time of the blockage.
My cash register IP address is missing or incomplete (with “xxx”)
Important: this section applies to a device that is ALREADY in LAN mode. The proof is that the symptom described below actually occurs: Datecs prints the IP field on the report, even if it says “xxx”, while Partner displays it on the screen, even if the field is empty. If, instead, the device does not print the IP report at all, or you do not know how it is connected, go to the section “Before anything else: how is the fiscal printer connected?” — if a fiscal printer has been left on Bluetooth, there is nothing the cable can fix.
If the device is in LAN mode and an incomplete IP address appears instead of the full address (or, on Partner, the field is empty), the most common cause is NOT an incorrect setting on the device, but a network issue: the fiscal printer is not receiving a signal through the network cable from the router. Check the cable first, and only then check the device menus.
What the symptom looks like, depending on the model:
Datecs — The IP address can be found on the INFO AMEF fiscal report, printed from the device (the steps are described in the section above). When there is no network signal, the address appears incomplete, for example as “xxx.xxx.xxx.xxx”.
Partner — The IP address is displayed directly on the cash register DISPLAY, not on a printed report (press the C.I.F / X button when the screen shows “OPERATOR 1”). When there is no network signal, NOTHING appears where the address should be — the field remains blank.
It is the same issue, displayed differently by the two devices: on Partner, you will never see “xxx”, because the field simply remains blank. The cause and solution are identical.
The order in which you should check things:
Physically check the network cable at both ends — in the cash register’s LAN port and in the router. Make sure it is properly inserted (until it clicks), is not damaged or poorly crimped, and that the router port is working (try another port and, if possible, another cable). This is a 30-second check you can do yourself before going into any menu.
Only then check the device menu settings. On Datecs: PC Connection = LAN and DHCP = “YES”. On Partner: Programming → Ethernet Parameters → DHCP = “YES”, then press the C button to return to sales mode.
If a valid IP address still does not appear with a good cable and the correct settings, contact us.
Attention: The cable we are referring to is the cash register’s own cable connecting it to the router or switch. There is no cable between the tablet and the cash register — no network, USB, or serial cable; the tablet communicates exclusively via Wi-Fi. Also, a missing or incomplete IP address does not, by itself, mean that the device is defective or that you need authorized service — until proven otherwise, the issue is with the cable or the network at the location.
Everything appears “online” and correctly configured, but nothing works, and Ebriza reports stopped updating a few months ago
This is the situation where nothing seems to be wrong: the devices and cash register appear “online”, the peripherals are configured with valid addresses, receipts are printed on paper — and yet sales and the Z report in Ebriza are stuck on an old date. This is not a faulty integration; in almost all cases, it is one of the two situations below. Check both before contacting us.
Do you still have the old Ebriza POS app installed alongside Ebriza POS NEXT on the same tablet? The two apps must not remain on the same device: if they do, you may unknowingly be working in the wrong installation, and Ebriza will no longer record the location’s activity, even though everything appears “online”. Check the name below the icon of the app currently open on the tablet and the tablet’s home screen to see whether the other app is still installed. If it is, first check that there are no unsynchronized receipts, then remove the device from the old app (More → Delete device; this also releases the license) and uninstall it. For details, see the article “What’s new in Ebriza POS NEXT?”.
Which Wi-Fi network is the tablet connected to NOW? On the tablet, go to Settings → Wi-Fi, check the name of the network it is currently connected to, and compare it with the network used by the cash register and printers. A tablet that has since been moved to another network (a guest network, a second Wi-Fi network at the venue, or a phone hotspot) may look completely normal and have internet access, but it can no longer communicate with the peripherals. The IP address you saw previously in the account or app does not tell you which network the tablet is currently connected to.
If the situation remains the same after these two checks, contact us and tell us what you found for each of them.
Has the tablet switched to a different network? It’s not only the device that can end up on a different network — the tablet can switch as well, especially if it has multiple saved networks. Two nearly identical network names that differ only by their suffix (“…-2G” and “…-5G”, “…“ and “…-guest”) are two different Wi-Fi networks. On the tablet, go to Settings → Wi-Fi, check the name of the network it is currently connected to, and compare it with the one it was connected to when everything was working.
Frequently asked questions:
Q: I get a "forbidden function" error when printing receipts. What should I check?
A:The main cause is usually a low battery on the cash register — check whether the cash register screen shows a low-battery symbol or message.
Connect the cash register to the charger / power outlet and leave it connected. This is the first step and, in most cases, resolves the issue.
Restart the cash register (the C button on Partner).
Check the printer: go to POS Menu → Printers and Peripherals and see whether the cash register appears in red (disconnected).
Delete and add the printer again: press and hold the printer for 2 seconds to delete it, then add it again using the "+" button.
Only if the low-battery message persists after the cash register has been connected to power, contact the supplier or the authorized service provider for the device to have the internal battery checked or replaced. The same low battery can also cause receipts to be printed as CANCELLED — see the article about Partner 200 / Partner 600 cash registers.
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Q: The app cannot find the cash register / printer during Search (the progress bar jumps directly to 100%). What should I check?
A: First question, before anything else: when you press Search for the cash register or printer in Ebriza POS NEXT, does the loading bar increase gradually, or does it jump directly to 100%?
It jumps directly to 100% instantly and finds nothing: the app did not scan the local network at all. This is not a network issue, IP class issue, or a setting on the device — the iPad has not granted the app Local Network permission. Continue with the steps below.
The progress bar is moving gradually: the scan is running. The app checks each address on the network one by one, so on a normal network the search may take up to approximately one minute. As long as the progress bar is moving, let the search finish — it is not stuck. If the search finishes and the device still cannot be found, then there is a genuine network or device issue. Go back to the sections above and check the same router, the network cable, and the device’s IP address.
Why this happens. Ebriza POS NEXT finds peripherals by scanning the local network, address by address; the progress bar represents the actual progress of this scan. iOS requests Local Network permission only once, when the device is registered, through the “Allow Ebriza” prompts. If permission was denied or the prompt was dismissed at that time, iOS will never ask again on its own, the app can no longer see the local network, the scan ends before it starts, and the progress bar jumps to 100% with no results.
In recent app versions, when the permission is denied, Ebriza shows you its own “Local Network Access” dialog, reading: “This app needs local network access to discover and communicate with printers and other POS devices. Would you like to enable it?”. If you accept, you are taken straight to the iOS Settings. The dialog comes back periodically until the permission is granted — this is not an app error, it is the only way iOS still allows a denial to be undone. A slow or unstable Wi-Fi network does not trigger this dialog.
How to fix it
The simplest route: fully close the app and reopen it. If Local Network permission is denied, the “Local Network Access” dialog appears. Confirm it and you are taken straight to the Ebriza app's iOS Settings page, where you enable the Local Network switch.
Or enable it manually: Settings → Privacy & Security → Local Network → enable the switch for Ebriza POS NEXT (you can also find it directly in Settings, under the Ebriza app).
Reopen the app and run the search again: Devices → Printers and peripherals → Add device → Search. The progress bar should now increase gradually and the device should appear in the list.
Only if the app does NOT appear at all in Settings → Privacy & Security → Local Network: the permission was never requested and the device must be registered again. Before deleting or uninstalling anything, check whether you have unsynchronized receipts. The app will warn you if there are receipts that have not been synchronized with the server. If you see that message, stop here: those receipts will be permanently lost if the app is uninstalled. First resolve the connection to the server, wait for synchronization to complete, and only then continue.
Delete the device from the app: tap More at the bottom of the tablet, then Delete device. The license will also be released.
Uninstall Ebriza POS NEXT and reinstall it from the App Store.
Register the tablet again using your username and password, and accept ALL the “Allow Ebriza” prompts that appear: Local Network, Bluetooth, notifications, and location. This is where the permission is granted; if it is denied again, the same issue will reappear.
This check applies to any peripheral added by searching the local network — cash register, kitchen printer, label printer, payment terminal — regardless of the model. This is different from the situation where the device is found and added but appears in red; that case is covered in the sections above.
Edge cases
After a power outage the printers stop working (neither the fiscal nor the non-fiscal one)
After a power cut, printers may change their IP addresses on the network, so the POS can no longer find them. The fix is to delete and re-add them:
POS Menu → Printers & Peripherals (in Ebriza POS NEXT: Devices → Printers & Peripherals).
Press and hold for 2 seconds on the printer → Remove.
Press "+" (in Ebriza POS NEXT: "Add peripheral"), select the model and let the app detect it on the network, then save.
If the permission is granted, the progress bar reaches the end and the device still does not appear, add it directly by address using the manual IP entry. Enter only the IP address if the device uses the standard port, or enter the IP address and port separated by a colon, for example 192.168.1.50:6101, if the port has been changed on the device. This is also the solution for a peripheral that is on a different subnet than the tablet: automatic discovery only covers the tablet’s subnet.
In the Add device list, the device’s own name is displayed for any type of peripheral. If an older screenshot shows the name field as empty, the screenshot is outdated.
[tags: fiscal printer, datecs, partner, how to install datecs printer, cash register, how to add it in ebriza, how to connect the cash register to the app, configuration]