Master Article - Tyler Cashiering Hardware Issues

Description of Issue

This article is a collection of Tyler Cashiering resources to aid in troubleshooting hardware issues.

Context

Tyler Cashiering (TC)
Hardware Console
Hardware Drivers
EPSON
Honeywell
Cash Drawer
Credit Card Reader
Hardware Matrix

Cause

Hardware issues may be the result of incomplete installation of drivers, order of installation, permissions on the workstation, or other.

Resolution

Hardware Console and Client

Printers

Other

Additional Information

Troubleshooting questions

Has this ever worked?
When did the issue begin?
When did it last work?
What changed in-between?
Does this affect all workstations and/or users?

Epson Printers/MICR

As of versions 2019.1.12+, 2019.3.6.0+, and 2020.1.3.1+ the Cashiering Client and/or Hardware Console installer no longer includes the device drivers and they must be installed separately.
- Cashiering Hardware Drivers
Has the printer worked previously?
- If no changes were made (upgrades, new workstation installs, etc.) and it stopped working suddenly, it is likely an issue with the printer itself.
- If it's never worked on the workstation, it likely is a driver issue
If Cashiering was recently upgraded or devices haven't worked since upgrading, check device drivers
At least after v2019.1.12 and 2019.3.6, you typically do not need to uninstall the Cashiering client and Hardware Console if you can narrow down the issue is related to device drivers.
Supported device drivers rarely change. Once the right device drivers are installed, they shouldn't need to be updated unless the new devices are being added
When the USB receipt printer is plugged into the workstation, it will show up in Control Panel > Devices and Printers under Unspecified

Hardware Console

v2018: Hardware configuration is part of the client
v2019.1 and 2019.3: Hardware Console is separate from the desktop client
v2020+: Hardware Console is installed on workstation, client is web based
HardwareService.exe needs to be running (May be named different depending on the version)
- When running, Hardware Console will be in the system tray
- Launch Tyler.Cashiering.HardwareService.exe from installation path.
  - Ex: C:\Program Files (x86)\Tyler Technologies\Tyler Cashiering\HardwareConsole
Users need modify permissions to the Hardware Console folder for certain features to work properly such as the MICR
- See How to Install Cashiering Hardware Console for steps
If the Cashiering client give errors communicating with the Hardware Console, what exactly triggers the error?
- Ex: printing receipts, check validation, credit card payments, cash payments, etc.
Hardware Console has it's own logs separate from Cashiering application logs
- Can be accessed in the Hardware Console or from the Hardware Console folder
  - Ex: C:\Program Files (x86)\Tyler Technologies\Tyler Cashiering\Hardware Console\Logs
Verify Hardware Console version matches Cashiering version
- Version number found in top right hand corner of Hardware Console
- Hardware Console can be launched from the system tray
  - On the bottom right corner of desktop, click the arrow to show hidden items
  - Right click the Hardware Console icon > click Tyler Cashiering Hardware Console
- If version number does not match, uninstall incorrect version and install correct version.
Issues after upgrading
- Check for leftover Cashiering installations in Control Panel > Programs > Programs and Features or Apps & Features
- Check for leftover folders in C:\Program Files (x86)\Tyler Technologies
- If old versions were leftover, uninstall all versions and reinstall correct version

Different version's installers have different default installation paths

2017, 2018, up to 2019.1.11, up to 2019.3.5
- C:\Program Files (x86)\Tyler Technologies\Cashiering
2019.1.12+, 2019.3.6+, 2020.1+
- C:\Program Files (x86)\Tyler Technologies\Tyler Cashiering
2021.1.11+, 2021.6.0+
- C:\Program Files (x86)\Tyler Technologies\Cashiering (Web)