Please try all of the following steps in order until the issue is resolved: 
  1. This error is typically caused when there is no Ticket template attached to the program.
    1. Click Tickets > Program Search
    2. Search for the program referenced in the error.
    3. Click the Tickets tab within the program
    4. Click Add to add a ticket template. If there is a ticket template already listed here, please make note of the name. 
  2. This error may occur if your printer is not defined on the printer list.
    1. Click Tickets > Print Setup > Printer Lists
    2. Click the arrow beside the Ticket Printers printer list
    3. Click Edit
    4. Add your printer to this list, if it is not already listed. If it is already listed, make note of the name of the printer list that the printer has been added to. 
    5. Click Save
  3. This error could also occur when your Sales Document (Tickets) are not linked to the correct printer list. To fix this:
    1. Click Tickets 
    2. Click Sales Documents under the Printing section
    3. In the Tickets section, click the arrow for the template that matches the ticket template name from step 1 above
    4. Click Edit 
    5. In the Printer List dropdown, select the printer list that matches the name of the printer list from step 2 above
    6. Click Save 
  4. Another reason this could happen is that there are two workstations with the same machine name. To check for this scenario:
    1. Click Tickets > Workstations
    2. Look at the Machine Name column and look for any that might be sharing the same machine name (NOTE: Altru sees the following computers as the same workstation Front Desk 2 and Front Desk 2.EXP.Local. They may look like different names but one is fully qualified which still equals the same name).
    3. Click the hyperlink for the workstation that has the duplicate machine name.
    4. Click Change Machine Name in the top left and change the machine name to OLD. Do this only on the workstation that is the duplicate.
  5. Similarly, this error could happen because there are multiple separate printers with the same name in Altru.  To solve this scenario: 
    1. On the workstation - Go to Start > Devices and Printers.  Right click on the receipt or ticket printer and select Printer Properties.  
    2. Edit the printer name to make it unique, then click OK.
    3. Repeat this for each printer.  For example, if you have 5 Epson TM-T88V printers, change each printer name so they are unique.
    4. In Altru, go to Tickets > Workstations.
    5. Click on and delete each printer on the Printers tab.
    6. Click Add and add the new unique printer.
    7. Go to Tickets > Printer Lists.
    8. Edit each printer list, and populate it with the new unique printer names.
    9. Click Save.
For further steps to troubleshoot printing issues, please follow the steps in Itemized receipts or tickets are not printing (includes video demo)