This article covers common issues you may encounter while setting up the app, processing sales, or using connected devices. Find the issue you’re seeing and follow the troubleshooting steps to get back to selling tickets.
Troubleshooting FAQs
My device is freezing when loading the Box Office App. What should I do?
My device is freezing when loading the Box Office App. What should I do?
If your iOS device freezes when loading the Box Office App, the app or network may be overloaded. In this case, we recommend restarting your Box Office app and device, and logging back in.
Note: Before logging out of your device, we recommend ending your session if possible to save your session sales.
My printer isn't responding. What should I do?
My printer isn't responding. What should I do?
If your printer isn't responding, first ensure that your printer is powered on. If your printer is turned on, we recommend re-pairing your printer via Bluetooth.
Why am I seeing the error, "Printer Not Found?" My printer is connected.
Why am I seeing the error, "Printer Not Found?" My printer is connected.
If you see the "Printer Not Found" error, first check the USB or Ethernet connection. Then restart the printer and the Box Office App before trying to add the printer again.
My Boca ticket printer is printing out blank tickets. What should I do?
My Boca ticket printer is printing out blank tickets. What should I do?
If your Boca printer is printing out blank tickets, we recommend flipping your tickets around, and feeding them in the other direction.
My Boca tickets are misaligned. How do I fix this?
My Boca tickets are misaligned. How do I fix this?
If your Boca tickets are misaligned, we recommend recalibrating the ticket size using the FGL utility or the Boca settings.
Why isn't my Boca printer cutting my tickets?
Why isn't my Boca printer cutting my tickets?
Your Boca printer may not have the cutting feature enabled. To fix this, enable the cut command in the Boca setup.
Why am I seeing the error: "Print Error: [illegalDeviceState(message: "Bluetooth unavailable." errorCode: bluetoothUnavailable)]" when trying to print from the Box Office app?
Why am I seeing the error: "Print Error: [illegalDeviceState(message: "Bluetooth unavailable." errorCode: bluetoothUnavailable)]" when trying to print from the Box Office app?
A common reason for this error is that Bluetooth access has not been enabled for the Box Office app. To check your Bluetooth permissions:
On your iOS device, open the Settings app
Tap Apps
Find and select the Box Office app
Confirm that the Bluetooth permission is turned On. If Bluetooth is currently disabled, enable this permission
My cash drawer doesn't open after I receive a cash transaction. What should I do?
My cash drawer doesn't open after I receive a cash transaction. What should I do?
Here are some troubleshooting tips if your cash drawer doesn't open after receiving cash transactions
Check that the cash drawer is enabled
In your Box Office settings, ensure your Box Office is set up with the cash drawer. Click here to learn how to do this
Switch your cable ends
If the cash drawer doesn’t open as expected after a cash payment, try switching the cable ends to see if that resolves the issue.
Check your cash drawer connection
Confirm that your cable is plugged into the cash drawer port, and not the serial port
Why aren't my payments processing on the Box Office app?
Why aren't my payments processing on the Box Office app?
There are several reasons why payments might not process correctly on the Box Office app. Here are some troubleshooting steps if your payments are not processing as expected.
Check that you are connected to WiFi. Box Office requires WiFi to process payments successfully
Check that your WiFi connection is consistent, and that you have at least 4MB Mbps down. If you are experiencing issues with your WiFi, we recommend running a speed test on your device to confirm your internet speed
Check that your TicketSpice page does not offer Pre-Registration as a payment method. Pre-Registration is not compatible with the Box Office, so we recommend turning off this payment option when using the Box Office. Click here to learn how to turn off Pre-Registration on your TicketSpice page
Check that your TicketSpice page has enabled billing. Box Office is not compatible with pages with disabled billing. Click here to learn how to enable billing on your TicketSpice page
If you are still have issues processing payments, we recommend taking a screenshot of the decline error message you receive, and reaching out to our support team. Our team would be happy to diagnose the root cause of your error.