Frequently Asked Questions

Please contact TPG if you find any discrepancies in these Frequently Asked Questions and we will be sure to investigate and update as deemed necessary tsupport@tpgprinters.com
How do I inquire about service, and about service contracts?
Where do I send my TPG product for service?
How do I contact Service for technical support?
How do I inquire about spare parts, accessories and consumables?
ALL NEW FAQ's
1. I can’t seem to communicate with my RS232 printer, what could the problem be?
2. Why does my RS232 (Serial) printer print so slowly?
3. Printer is printing erratically, what is wrong?
4. The cash drawer will not open, how can I tell if it is working or not?
5. How do I obtain a Setup, Owner or User Guide?
6. Do you support MAC drivers?
7. Do you support Win X64?
8. Can I print from Microsoft Word, Excel, Etc…?
9. How can I modify my printer settings?
10. What do the dip switches do on the back of the printer?
11. What is the proper type of cable used to communicate via RS232?
12. What interface options are available?
13. Do any of your printers have a coax connection?
14. How do I download logos to my printer?
15. Do your printers support the ESC/POS Commands?
16. My Ethernet printer doesn’t show an IP address
17. How do I set up my Ethernet printer?
18. My Ethernet settings are not correct, how do I get them back to default?
19. I have downloaded the RS232 Emulation Driver, but my printer still will not communicate
20. How do I set my Printer to Printer Class?
21. How do I tell what my printer settings are?
22. The LED on the printer is flashing fast and I can’t communicate to the printer
23. The MICR reader is not working, what could be the problem?
24. USB initializes at times and at other times it doesn’t
25. What ribbon do I use and where do I purchase them?
26. Are the power supplies the same for all TPG printers?
27. Light print on the slip station
28. I cannot locate the on/off power button on my printer, is there one?
29. What is a printer driver and how often do I have to update it?
30. Why is my thermal printer feeding paper like it is printing but there is no print?
31. LED is flashing slow, indicating paper low even though there is a full roll of paper
32. I can't communicate to the Printer Configuration Utility or other Windows tools on your website
33. Where can I get the latest firmware for my printer, I cannot find it on the website?
34. I have downloaded the mini driver for my printer but it will not print a test page on the receipt station
35. I can't find any driver's on your website for the A793 (7193) or A756 (7156)?
36. I want to use the Printer Utilities on the TPG website, but do not know how to use them. Do you have instructions?
37. I have installed the OPOS drivers, but still can't seem to communicate with my printer
38. My printer prints the diagnostics when power cycled but will not communicate
39. I have downloaded the correct drivers for my printer, but they do not seem to install properly or it takes many times to get it to install
40. Why can't I load logos into the A794 or A758 with LogoEZ?
41. The knife is not functioning properly on my printer, is there a way to disable the knife?
42. I have installed the TPG Print Demo but it won't open or seems to disappear
43. A794 & A758 how do I get my stored logo to print?
44. My USB printer is flashing on and off in the Device Manager
45. My printer prints my documents, but sometimes it is intermittent
46. Printer is in an error condition after a power surge or loss of power
47. I have downloaded the Printer Configuration Utility and want to test the slip station but I don't see how to test this

For TPG Spare Parts or Repairs please call (607) 274-2490.

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Fot TPG Spare Parts or Repairs please call (607) 274-2490.

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For TPG Spare Parts or Repairs please call (607) 274-2490.

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For TPG Spare Parts or Repairs please call (607) 274-2490.

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1. On the printer diagnostics form under the 'Comm. Interface' section, the baud rate that the printer is set at is listed under Parameters. The printer baud rate and host baud rate must be identical. Depending on the actual printer model, the printer defaults are usually 9600 baud, 8 data bits, 1 stop bit, Parity NONE, and DTR/DSR.
1) Make sure these printer settings match the host
2) Make sure the host is communicating through the correct communications port if more than one is present, you can verify this by checking the device manager, in the system properties, also change the Flow Control to Hardware.

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2. Try adjusting your printer and your application to a higher baud rate setting.
If your application has a trace tool/option turn this function off.
If you are using windows application be sure that the application is using a resident font in your printer otherwise windows will send graphics rather than characters which require a lot more data to print the same thing.

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3. Be sure all communication parameters match your application, baud rate, data bits, stop bit, parity, and flow control. You may have also sent a corrupt/invalid logo or overflowed the buffer; close the application and power cycle the printer.

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4. The printer will not open the cash drawer until it receives a command to do so. Refer to the Users Guide to find the commands for the cash drawer.
If you are using one of the mini-drivers to operate the printer make sure you have selected the one that opens the cash drawer you have connected.

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5. They are available on the TPG web site

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6. No, not at this time

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7. Not at this time, planned to be implemented in the future

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8. Yes, first you need to obtain the appropriate mini driver(s) from this site. Setting up a local printer is a simple process in MS Windows. First, click START- Printers and Faxes. Click "Add a Printer" Click Next. Select "Local Printer attached to this computer", UNCHECK "automatically detect and install my Plug and Play printer" and click Next.
Do NOT let windows install any drivers for you.
Ensure that the proper port is selected, you can check the device manager (LPT1 is default) and click next. Click "Have Disk" and browse to the printer driver that you have already downloaded. Click Next. For printer name, type "choose a name" and click the "Yes" radio button to make this the default printer if so desired. Click Next. Print a test page if desired and click Next. Click Finished. Please make sure that there are no other printers installed that are accessing the same communication port.
If you are using the RS232 USB Emulation Driver, you will see and EPIC com port in the Device Manager, this will NOT show up under the USB devices.

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9. There is a very useful Printer Configuration Utility that you can find at the bottom of your product page under downloads, and you will be able to set your printer how you would like to use it. You can also refer to the Users Guide for your product which is also available on this site.

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10. For the A794/A795/A776/B780, the printer is in normal operation when both dip switch settings are in the UP position. As for the A758/A760 the normal operation is when both dipswitches are in the DOWN position. When switch 1 is reversed this will put the printer into "boot mode" upon power cycling the printer. For other printer models, please refer to the Users Guide.

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11. Not every serial cable will work in all applications. Our printer requires a Null modem serial cable which connects pins as follows: 1-1, 2-3, 3-2, 4-6, 6-4, 5-5, 7-8, 8-7, 9-9 and housing to housing for chassis ground.

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12. There are a variety of interface options available, please contact our Sales department, located under Contact Service on this site, or call 1 800 732 8950.

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13. No, if you are using a coax network you may be able to use an Ethernet hub that converts the coax to the RJ-45 cabling method and connect our Ethernet printers in that manner.

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14. The simplest way is to download the Printer Configuration Utility that can be found on this site under downloads and then by selecting your product and the Utility is at the bottom of the page. There is also a program under the A776 called LogoEZ, Receipt format/bitmap conversion utility for printers with ColorPOS technology. If you need instructions for either utility please contact Technical Support at tsupport@tpgprinters.com.

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15. Yes, this is the default

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16. After plugging your printer in, wait momentarily for it to obtain an IP address

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17. Installing an Ethernet Printer on a network with W2K
1. Plug the printer into the network & turn on
2. Run a diagnostic sample and get the IP address. If there is a problem with the IP address then reset the printer com parameters and try again.
3. Go to the start menu, run, enter 'Telnet IP address' to disable RAW TCPIP and Enable LP DAEMON
4. Enter Config
5. 9 N - This disables Raw TCPIP
6. 6 Y - This enables LP Daemon
7. Q to Exit Telnet then close the window
8. Go to the start/settings/printers
9. Add a printer, next Local & Disable Auto find
10. Create a port
11. Generic network card
12. Have disk, browse, select appropriate mini driver
13. Do not print the test page yet
14. Once back in printer group, right click on the printer you defined
15. Go to properties, Ports, config port
16. Change protocol to LPR
17. Add a Queue name – anything then finish
18. At the printer group again, right click on the printer, go to properties and print a test page.
19. You should now be able to use this printer from any windows program.
20. Start at step 8 to put the printer onto additional PC's

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18. Do you have an application that you can send HEX commands?
Yes - Send the following string to the printer 1B 5B 7D
The printer should beep and the LED should be flashing fast. Press down the receipt feed button for approx. 12 seconds or until you hear the printer beep again.
Power cycle the printer or send the 1D FF command.
No - On the back of the printer, turn dip switch 1 to the down position A794/A795/A776/B780
Switch 1 to the up position for A758/A760.
Power cycle the printer, the LED should be flashing fast.
Press down the receipt feed button for approx. 12 seconds or until you hear the
printer beep again. Move switch 1 back to the up position depending on your printer model.
Power cycle the printer.

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19. This driver is for USB only. You must also have the boot version that controls the USB to simulate a com port. If you have purchased a Native/Printer Class USB printer, then you will have to either use Printer Class (print using Windows) or RS232. To confirm that you have the correct printer, either turn the printer off and turn it back on while holding down the feed button or open the receipt cover and close it while holding the feed button. The printer will print out its configuration. Approximately 1⁄2 ways down the form will be a section named Comm. Interface. Look near the bottom of that section to see if there is a line saying USB Driver Type. If there is then you have a printer that does not support the RS232 emulation.
Mini Drivers control Printer Class USB and RS232

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20. Go to www.tpgprinters.com and download the Printer Configuration Utility and the A7XX Native driver and the appropriate Mini Driver(s) for your Operating system.
Unzip the following files and save them to your computer (Not the Desktop).
Download and unzip the A7XX native driver and Mini Driver(s).
Run the setup.exe for the Configruation Utility.
Once you have the utility installed, open it up (should be HMutility).
There should be a screen that appears that says Printer Utility.
On the far left you will see different printers, Click on your printer type.
Click the Setup button (bottom right) (another box should appear) Communication Setup.
Click the Remove button and double Click on the USB Native (should now show USB, NATIVE, OFF on the right column).
Click the ON button (should now show USB, NATIVE, ON) if it does not turn on, be sure you have power to the printer and the USB cable is plugged in (Device manager should show TPG A7XX under the Universal Serial Bus location).
Select OK and you will return to the Printer Utility screen.
In the middle column of command Selection you need to select Set USB to Printer Class and Click the Send button (far right side).
Click on the Reset Printer button.
When the printer resets you should now have the Found New Hardware Wizard. Close the Printer Configuration Utility. ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Directions for manually changing the printer class
On the back of the printer, move switch 1 to the down position(A794/A795/A776/B780) On the back of the printer, move switch 1 to the up position (A758/A760) Power cycle the printer while holding down the receipt feed button (A795 Printer Config Menu should appear) 3 short clicks (select communication)
1 long click to validate (Communication interface menu)
Continue with short clicks to bypass several selections until you get to SET USB DRIVER SELECTION
1 long click (YES)
1 short click to select printer class
Printer Class USB Driver Selected should show
1 long click to save the new parameter
At the Main Menu
1 short click (EXIT)
1 long click to validate
Return switch 1 on the back of the printer to the up or down position (depending on your model) new hardware wizard should show up, then you will follow the steps to install the A7xx Mini Driver NT/2K/XP.
If the hardware wizard does not show up, your driver is probably already in place.
You will now also be able to add a Printer in Windows - just point to the location of where you saved your Mini Driver(s)

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22. Check the dip switches on the back of the printer and make sure they are in the proper position. Dip switch 1 should be in the UP position for printer models A794/A795/A776/B780 and dip switch 1 in the down position for printer models A758/A760.
Make sure that all of the doors on the printer are closed properly and that there is paper in the printer. Power cycle the printer.

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23. Make sure that you indeed have a MICR unit, look at the diagnostics form and look to see if MICR is enabled. Also check the orientation of the check when inserted. If the check is inserted improperly, you will not get a MICR return. Also make sure the printer is not near any devices that may cause the MICR noise level to be out of range. If all above is true, then the check may be fraudulent.

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24. Try using a shorter cable, the maximum cable length is 5 meters. Insure that no extensions are used. Eliminate any hubs and try plugging the cable into another USB jack on your PC. Also make sure you have downloaded the correct driver(s) for your application, see the driver help page on this site.

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25. A152-0041 purple (retail) and A152-0042 black (banking)
Call your distributor, reseller or TPG Sales at 800-732-8950
for information on where to buy.

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26. We carry two different power supplies:
A six pin connector for our legacy printers: A721, A756, A793
And a three pin for the remaining printers: A758, A760, A776, B780, A794, A795.
We recommend the use of these two qualified products only for our printers.

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27. Check the ribbon and make sure that it is functioning properly.
The platen gap may need adjustment, please refer to the Service Guide.

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28. The only models that have an On/Off button are the A721, A793 and the A756; all other models do not have a On/Off button. The power cord simply needs to be unplugged then plugged back in. Some printer models do have a reset button located in the thermal paper bucket for the receipt printers, and inside the slip station door for the hybrid.

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29. A driver is a piece of software that the computer operating system needs in order to understand how to operate an attached device. The driver acts like a translator between the device and all programs that use the device. Every device attached to the computer needs a driver.
Drivers are frequently updated to eliminate bugs and/or to incorporate changes. If your printer is working properly with all of your programs, you don t have to update it. If your printer doesn’t work properly when you install new software, you should see if an updated driver is available. Also, if you move your printer to a new computer, you should always visit our website to obtain the most current printer driver to install on the new computer. For more driver information, please refer to the driver help page on this site.

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30. The most common cause of this problem is that the thermal paper is not inserted into the printer the correct way, or the wrong type of paper was inserted. Thermal paper has a “Heat Sensitive” coating that must come into direct contact with the thermal head of the printer. It is important to use thermal paper suited to the selected printer.

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31. Printer has no paper low sensor, need to disable paper low in the printer configuration

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32. Make sure that you do not have any printers installed in the Windows Print System that is accessing the same communication port, if you do, temporarily disable the printer in Windows or temporarily change the communication port. Also in the Device Manager change the Flow Control setting to Hardware.

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33. You will need to contact a TPG associate to get the latest firmware for your printer tsupport@tpgprinters.com.

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34. For the hybrid printers you will need 2 separate mini drivers; 1 to print to the slip station and 1 to print to the receipt station. Typically when this happens, for example you install the A760 mini driver and are expecting something to print, this driver is for the slip portion of the printer (this is where the test page is going to print) you will need the receipt protion driver to get the test page to print from the receipt station.

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35. These printer's are discontinued by TPG, the last drivers available are for Win NT. Please contact TPG at tsupport@tpgprinters.com.

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36. There are detailed instructions you can get from TPG for the Printer Configuration Utility and LogoEZ; Please contact TPG at tsupport@tpgprinters.com.

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37. Please refer to the following chart for printer settings in the Registry

TPG Printer settings in Registry
	Native USB	RS232	USB RS232 Emulation
Baud Rate	N/A	Match printer	N/A
Port	USB	COMX	COMX
Protocol	USB	DTR	DTR