1. Ensure that the cash drawer has been configured correctly in Altru (BB706724).
  2. Ensure that the workstation machine status shows as confirmed. If not follow these steps to confirm the machine name (step 16).
  3. Try these steps to ensure that all trusted sites and Active X are configured correctly: 
    1. In Internet Explorer, click Tools or gear icon.  Note: If using Windows 8 operating system, open Internet Explorer from the desktop instead of the tiles.  To get to the desktop version, hold down the Windows key and press the D key at the same time.
    2. Select Internet Options
    3. On the Security tab, click Trusted Sites by entering the following sites:
      • https://login.blackbaudondemand.com/
      • https://altrurig01bo3.blackbaudhosting.com/
      • https://altrurig02bo3.blackbaudhosting.com/
    4. Click OK
    5. Click Custom Level on the Security tab
    6. In the ActiveX section, mark to enable automatic prompting of ActiveX controls
    7. Click Apply, click OK
    8. Close Internet Explorer and reopen
  4. If the attached receipt printer has any error messages (or print jobs stuck in the queue), resolve the errors and clear the jobs - then re-test the No Sale/Open Cash Drawer button.
  5. Test to see if the cash drawer pops outside of Altru.
    • If using an Epson printer, go to Start > Devices and Printers > right click on the Epson Printer > select Printer Preferences > go to Peripherals tab.
    • Ensure the cash drawer is selected here.
    • After selecting the cash drawer, click Open.
  6. If the cash drawer does not open outside of Altru, fix the cash drawer so it pops outside of Altru.  Some things to check:
    • Ensure the cash drawer is not locked by key.  If so, unlock the drawer so it can freely pop.
    • Ensure the cables from the cash drawer are plugged into the receipt printer.
    • Cash drawer cables--If you have an MMF cash drawer, ensure you have MMF cables.  If you have MS drawers, ensure you have MS cables.