Troubleshooting

Common issues and solutions for Eleo Edge connectivity, printing, and device management.

This guide covers the most common issues you may encounter with Eleo Edge and how to resolve them.

Dashboard shows “Edge Not Detected”

If the Eleo Suite dashboard shows a grey status dot with “Edge Not Detected”, it means the browser cannot communicate with the Edge app.

• Is Edge running? — Check your system tray (Windows/Linux) or menu bar (macOS) for the Edge icon. If it is not there, launch Eleo Edge from your applications.
• Is Edge paired? — Edge must be paired to your store before it can be detected. If you have not paired it yet, follow the Pairing guide.
• Is port 21321 available? — Edge runs a local service on port 21321. If another application is using this port, Edge cannot start its local API. Close the conflicting application and restart Edge.
• Is your browser on the same machine? — The Edge status indicator relies on a local connection. If you are accessing the dashboard from a different computer on your network, the browser cannot reach localhost:21321. Open the dashboard on the computer where Edge is installed.
• Firewall or antivirus blocking? — Some security software may block local network connections. Add an exception for Eleo Edge or port 21321 in your firewall settings.

Printer not showing in Edge

If Edge is running but your printer does not appear in the printer list:

• Is the printer driver installed? — Edge discovers printers through your operating system. The printer must be installed and visible in your OS printer settings first. See the driver installation guide.
• Is the printer turned on and connected? — Check that the printer is powered on, connected via USB or network, and not in an error state (paper jam, cover open, etc.).
• Try restarting Edge — Close Edge from the system tray and relaunch it. Edge scans for printers on startup and periodically during operation.
• Try printing a test page from your OS — If you cannot print a test page from your operating system’s printer settings, the issue is at the driver level, not with Edge. Fix the OS printer setup first.

Print job shows “Failed”

When a print job fails, check the following:

• Printer status — The printer may be out of paper, have a paper jam, or be in an error state. Check the physical printer and resolve any hardware issues.
• Edge is offline — If Edge is not connected to the Eleo platform and you are printing via the cloud path, the job cannot be dispatched. Check your internet connection and Edge status.
• Wrong printer role — Ensure the printer is assigned the correct role for the type of job. A receipt print job will only be sent to a printer with the “receipt” or “general” role.
• Driver compatibility — Some generic or outdated printer drivers may not work correctly with receipt printing. Install the manufacturer’s official driver for your specific printer model.

Pairing code expired

Pairing codes are time-limited for security. If the countdown reaches zero before you enter the code in Edge:

• Click Generate New Code in the pairing dialog to get a fresh code.
• Enter the new code promptly in the Edge app before it expires.

Device shows “Offline”

If a paired device shows an “Offline” status in the device list:

• Is the computer turned on? — Edge can only report its status when the host computer is running.
• Is Edge running? — Check the system tray on the target computer. If Edge was closed or crashed, restart it.
• Is the computer connected to the internet? — Edge needs internet access to maintain its WebSocket connection with the Eleo platform and report its status.
• Check “Last seen” — The last seen timestamp tells you when the device last communicated with the platform. If it was recent, the issue may be transient.

Logo not appearing on receipts

• Is the logo uploaded? — Check that your store has a logo configured in Settings → General.
• Is “Show store logo” enabled? — Go to Settings → Receipt Printing and verify the toggle is on.
• Thermal printer limitations — Thermal receipt printers print in monochrome. Complex or low-contrast logos may not render well. Use a high-contrast black-and-white version of your logo for best results.

Labels printing with misalignment

• Check label dimensions — Open your printer preferences at the OS level and verify the label width and height match your physical label rolls.
• Calibrate the printer — Most label printers have a calibration function (often a button combination on the printer itself) that detects label gaps and adjusts alignment. Consult your printer manual for instructions.
• Check media type setting — Ensure the driver is set to the correct media type (gap labels, continuous roll, or black mark) to match your label stock.