Troubleshooting

This section helps tenant administrators resolve common PrintSharing issues.

Payment & Stripe Issues

Stripe account status stuck on "PENDING"

Cause: Stripe manually verifies business details, which can take several hours to a few days.

Solution: No action required. While pending, PrintSharing remains operational and you can still perform tests. If verification takes longer than expected, check your email for any requests from Stripe for additional documentation.

Guest was charged more than the price shown

Cause: The print job cost was below the Minimum Chargeable Amount for your currency (e.g., 1.00 EUR or $1.00 USD).

Solution: This is expected behavior. The system automatically rounds up to the minimum to cover processing costs. A "Minimal Order Value Adjustment" line item appears on the guest's receipt explaining the difference.

Prevention: Consider adjusting your price list so common print jobs meet the minimum threshold.

Payment shows "Blocked" or "Pre-authorized" but guest didn't print

Cause: Payment is pre-authorized before printing begins and only captured after successful completion. If the job fails or the guest cancels, the authorization is released.

Solution: The held amount is typically released by the guest's bank within a few business days. No action is required from you.

If guest requests immediate release: Advise them to contact their bank, as release timing is controlled by their financial institution.

How to issue a refund for a failed print job

As the Merchant of Record, you must process all refunds manually.

Steps:

1. Log in to your Stripe Dashboard

2. Navigate to Payments

3. Find the transaction

4. Click "Refund" and follow the prompts

Note: Stripe processing fees are generally not refundable by Stripe, even when you issue a refund.

Printer & Connectivity Issues

QR code not appearing on the printer screen

Check the following:

1. License: Ensure the printer has a MyQ Roger CPM license assigned

2. Firmware: Verify the printer's firmware version meets minimum requirements (e.g., Kyocera 25.11+)

3. Default screen: In the Printer Configuration, confirm "PrintSharing" is selected as the Default screen on terminals in the Login tab

4. PrintSharing enabled: Verify PrintSharing is enabled for that specific printer or printer group.

Guest scans QR code but page won't load

Cause: Network connectivity issue between the guest's device and Roger cloud services.

Check the following:

1. Printer network: Confirm the printer has a stable internet connection to Roger cloud services

2. Guest network: If the guest is on a restricted guest Wi-Fi network, ensure they have internet access to reach the Roger login page

Workaround: Ask the guest to switch to mobile data temporarily to test if it's a Wi-Fi restriction issue.

Guest reports their print didn't work

Diagnostic steps:

1. Check transaction history for the relevant time period.

2. Verify payment status (was it captured or only pre-authorized?).

3. Check printer job queue for stuck or failed jobs.

4. Verify the printer was online and operational.

Common causes:

• File format not supported.

• File size exceeded network provider’s limits.

• Printer was offline or out of paper/toner.

• Network interruption during job submission.