Troubleshoot Cash Drawer Not Opening

Overview

Use this guide when a connected cash drawer does not open during transactions or with manual trigger actions.

Applies to models sold by Chively

• Sunmi MAX Cash Drawer
• 13 inch Cash Register Drawer (4 bill slots)
• 16 inch Cash Register Drawer (5 bill slots)

Before you begin

• Confirm drawer key position is set to electronic mode, not locked.
• Verify the cable type and port match the drawer/printer specifications.
• Keep a spare trigger cable available for swap testing.

Steps

1. Check key lock position and test manual open with the key.
2. Reseat the drawer cable at both ends and inspect for bent connector pins.
3. Confirm the drawer is connected to the correct trigger port.
4. Test drawer-open command from the host device or connected printer.
5. Replace the trigger cable with a known-good cable and test again.
6. Check for mechanical binding by opening and closing the drawer several times.
7. If available, test the drawer on a second compatible station.
8. If the drawer works elsewhere, troubleshoot the original station trigger path.
9. If the drawer fails on all stations, replace or service the drawer unit.

Verification

• Drawer opens reliably on trigger command.
• Manual key open still works as a fallback.
• Drawer closes smoothly without sticking or latch misalignment.

Need help?

Contact Chively Support at +1 (800) 439-8229 or support@chively.com.