Complete the following steps in order until the issue is resolved:
  1. From Tickets > Print Setup > Workstation Interface should have a green checkmark. If not, click the workstation interface link to download and install the interface
    • You may need to enable ActiveX controls in your browser for install to pop up. To do this, see the steps below:
      1. In Internet Explorer, click Tools, Internet Options, Security tab
      2. Click Custom Level
      3. In the ActiveX controls and plug-ins section, enable automatic prompting for ActiveX controls
      4. Click OK
      5. Click Apply, click OK
    • You may need to add Altru as a trusted site
      1. In Internet Explorer, click Tools, Internet Options, Security tab
      2. Click Trusted Sites, click Sites button
      3. Add the following sites to the list of trusted sites:
        • https://login.blackbaudondemand.com/
        • https://altrurig01bo3.blackbaudhosting.com/
        • https://altrurig02bo3.blackbaudhosting.com/
        • https://altrurig03bo3.blackbaudhosting.com/
        • https://altrurig04bo3.blackbaudhosting.com
      4. Click OK
  2. From Tickets > Print Setup > Workstations> Ensure that the Machine Name of the affected workstation exactly machines the computer name (this is found by right-clicking My Computer > Properties > Computer Name tab by Full Computer Name)
  3. Go into the affected workstation, On the Printers tab, verify that the correct printer has been added
  4. On the Cash Drawers tab, verify the correct receipt printer and printer command have been entered.  For more information on printer commands, see BB706724
  5. From Tickets > Print Setup > Printer Lists and verify the specified printer is on a printer list
  6. From Tickets > Print Setup > Sales Documents and verify the above printer list has been associated with the appropriate documents
  7. Check the Altru system requirements to verify the printer and cash drawer are compatible with Altru
  8. Verify there are no OPOS drivers installed on the workstation.  Altru is not compatible with OPOS drivers, any time they are installed on the workstation, even if they are not being used, they will interfere with proper cash drawer and printer functioning.