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Cash Drawer Issues

Manager Admin

Cash drawers in Brother POS are triggered by the receipt printer via the DK port (RJ11/RJ12 cable). When the drawer will not open, the problem is usually related to the physical connection, the printer, or the drawer session configuration. This page covers how to diagnose and fix cash drawer problems.

How Cash Drawers Work​

Before troubleshooting, it helps to understand the mechanism:

  1. Brother POS sends a print command (such as printing a receipt or an explicit "open drawer" command) to the receipt printer.
  2. The receipt printer sends an electrical signal through its DK port (also called the cash drawer kick port) via an RJ11 or RJ12 cable.
  3. The cash drawer's solenoid receives the signal and releases the latch, popping the drawer open.

This means the cash drawer is not connected to your computer or the POS software directly -- it is connected to the receipt printer. If the printer is not working, the drawer will not open either.

Brother POS  -->  Network  -->  Receipt Printer  -->  DK Port (RJ11/RJ12)  -->  Cash Drawer

Drawer Will Not Open​

Problem​

You tap "Open Drawer" in the POS or complete a cash sale, but the cash drawer does not pop open.

Step-by-Step Diagnosis​

  1. Check the physical cable. Verify the RJ11/RJ12 cable is firmly connected at both ends:

    • One end goes into the DK port on the back or bottom of the receipt printer.
    • The other end goes into the cash drawer (usually on the back or underside).
    • Try unplugging and re-seating both ends.

  2. Check the receipt printer. Is the printer powered on and connected to the network?

    • If the printer is off or disconnected, it cannot send the drawer kick signal.
    • Try printing a test receipt. If the receipt does not print, fix the printer first. See Printer Issues.

  3. Try the printer's self-test. Many receipt printers can trigger the cash drawer from their own built-in self-test function (usually accessible by holding the feed button during power-on). If the drawer opens during the self-test, the cable and drawer hardware are fine -- the issue is with the network or software side.

  4. Check the DK port selection. Some receipt printers have two DK ports (DK1 and DK2). Make sure the cable is plugged into the correct port. Brother POS typically uses DK1 (pin 2).

  5. Try a different cable. RJ11/RJ12 cables can go bad. Try swapping with a known working cable.

  6. Test with a different drawer. If you have a spare cash drawer, connect it to rule out a faulty drawer solenoid.

Use the key as a fallback

All cash drawers have a manual key lock on the front. If the electronic open fails and you need to access the cash immediately, use the key. Keep the key in a secure but accessible location.

Drawer Opens at Wrong Times​

Problem​

The cash drawer pops open unexpectedly -- for example, when printing a label or at random intervals.

Solutions​

  1. Check the drawer kick configuration. Brother POS sends the drawer kick command at specific points:

    • When a manager taps "Open Drawer"
    • When a cash sale is completed (configurable)
    • When a cash drawer session is opened with a starting float

    If the drawer opens at other times, the printer may be receiving kick commands from another source.

  2. Check for other software. If the same printer is shared with other applications, those applications may be sending drawer kick commands.

  3. Check the printer's settings. Some printers have a setting to kick the drawer whenever any print job is received. Disable this in the printer's configuration (accessible via the printer's web interface or control panel).

  4. Verify the correct printer is configured. If you have multiple printers, ensure the receipt printer (which has the drawer connected) is the one configured in Brother POS for receipt printing, not the label printer.

Drawer Session Issues​

Problem: "No Active Session" Error​

The POS blocks sales because no cash drawer session is active.

Solutions​

  1. Open a drawer session. Only managers and admins can open cash drawer sessions. A cashier must ask a manager to open the drawer. See Opening & Closing Cash Drawers.

  2. Check if the session was accidentally closed. Tap Open Cash Drawer or Cash Drop in the header bar to check the session status. If it shows "Closed," a new session must be opened.

  3. Check the register assignment. Cash drawer sessions are tied to a specific register. Verify that your POS device is associated with the correct register in Admin > Registers (accessible from the Settings or Cash Drawers page).

Problem: Cannot Close the Drawer Session​

The close drawer / cash count screen does not appear or does not submit.

Solutions​

  1. Verify your role. Only managers and admins can close drawer sessions. If you are logged in as a cashier, you cannot close the drawer.

  2. Complete all denominations. The cash count screen requires you to enter a count for each denomination. Even if the count is zero, you must enter 0 (or leave the default). The submit button may be disabled until all fields are filled.

  3. Check for network issues. Closing a drawer session requires a connection to the server to save the count and generate the Z-Report. If you are offline, the close operation may fail. Restore your network connection and try again.

Hardware Compatibility​

Supported Cash Drawers​

Brother POS supports any cash drawer that uses a standard printer-triggered mechanism via RJ11 or RJ12 cable. This includes the vast majority of POS cash drawers on the market.

FeatureRequirement
Connection typeRJ11 or RJ12 to receipt printer DK port
TriggerPrinter-triggered (not USB or serial)
Voltage12V or 24V (must match printer DK port output)
Voltage mismatch

Some cash drawers require 24V and some require 12V. Your receipt printer's DK port outputs a specific voltage. If the drawer requires 24V but the printer outputs 12V (or vice versa), the drawer will not open reliably or may not open at all. Check your printer and drawer specifications.

USB Cash Drawers​

Brother POS does not support USB-connected cash drawers directly. USB drawers require special drivers and software that web-based applications cannot access. Use a printer-triggered drawer instead.

Printer Bridge and USB Printers​

If your receipt printer is connected via USB (not network), you are using the Printer Bridge utility. The Printer Bridge translates network commands to USB, and the drawer kick command passes through the bridge just like print commands.

If the drawer does not open with a USB printer through the Printer Bridge:

  1. Verify the Printer Bridge is running. Check that the Printer Bridge is active on the Windows PC. The bridge listens on port 9100 for receipt commands.

  2. Check the bridge log. The Printer Bridge logs all commands. Look for errors in the log file that might indicate the drawer kick command is not being forwarded.

  3. Test printing first. If receipts are not printing through the bridge, the drawer kick will also not work. Fix the printing issue first. See Printer Bridge.

Common Scenarios​

Drawer Worked Yesterday But Not Today​

  1. Check for power outages. A power outage may have reset the printer or changed its IP address. Power cycle the printer and check the connection.
  2. Check the network. If the printer's IP changed after a router restart, update it in Brother POS settings.
  3. Check the cable. Cables can work loose overnight, especially if the drawer is opened and closed frequently.

Drawer Opens But Does Not Latch Closed​

This is a mechanical issue with the cash drawer, not a software problem. The drawer's latch mechanism may be worn, dirty, or misaligned.

  1. Clean the drawer rails. Dust and debris can prevent the drawer from sliding smoothly into the latched position.
  2. Check for obstructions. Bills or coins caught in the mechanism can prevent latching.
  3. Check the lock position. If the key lock is in the "open" position, the latch is disabled and the drawer will not stay closed.

Multiple Drawers on One Printer​

Most receipt printers have two DK ports (DK1 and DK2), allowing two cash drawers to be connected. However, Brother POS sends the kick signal to DK1 by default. If you need to use DK2, this requires a configuration change at the server level -- contact Brother POS support.

When to Contact Support​

Contact your admin or Brother POS support if:

  • The drawer hardware and cables are confirmed working (passes printer self-test) but the POS still cannot trigger it
  • You need to configure a second cash drawer on DK2
  • The drawer session system is behaving unexpectedly (sessions appearing as open when they should be closed, or vice versa)