The receipt does not come out of the fiscal register
A receipt usually is not lost — it is waiting. The Bridge indicator in the receipt-list header says whether the go-between program on the reception computer is answering at all, and that settles most tickets.
Are you seeing these symptoms?
- The **Bridge** indicator in the receipt-list header shows **Offline** or **Degraded**
- A receipt has the status **Pending** and has not changed it for a long time
- A receipt has the status **Failed**
- The payment is recorded but the receipt is not on the list
- The fiscalization screen in the settings does not open
The fiscal register does not talk to Heltio over the internet. It stands at the front desk, and what connects the two is the Heltio Bridge — a program on the reception computer that takes the receipt content and hands it to the register. When that program is not running, Heltio knows about it and says so outright, instead of losing the receipt.
How to do it
Read the bridge indicator
In the list header sits an indicator labelled Bridge with the state Online, Offline or Degraded, and beside it the number of receipts waiting in the queue.
During a break in connectivity you will see the banner: Bridge is offline. PENDING receipts will print when the bridge reconnects. That is an important sentence — the receipts have not been lost and do not need issuing a second time.
On an unstable link the banner reads Bridge connection is unstable. Print jobs may be delayed.
Start the program on the reception computer
The Offline state means one thing: the Heltio Bridge program is not running or has lost its connection. Open it on the reception computer and wait for the indicator to turn Online — the queue starts on its own.
On Degraded, check that computer's network and turn off its sleep setting. Receipts do come out, only late.
Find the specific receipt
The list has the Status and Device filters and the columns Date, Device, Patient / Payment, Total, Receipt # and Status. The statuses are Pending, Printed, Failed and Cancelled.
When the list is empty you will see No receipts yet with the explanation: "Fiscal receipts will appear here after payments are captured." A receipt is created from a captured payment — with no payment recorded there is nothing to print.
Retry, cancel, or look at the register's answer
Every row has View detail, Retry and Cancel. In the detail there is Show device response — the register's raw answer. It is the first thing worth attaching to a ticket, because it says whether the register refused or the bridge did.
Cancelling asks Cancel receipt? and reassures you: "This will not affect the associated payment" — the payment record in Heltio is left untouched.
Export for the accountant
Export CSV downloads the filtered list. Heltio does not produce a JPK file from receipts — on the fiscal side the register reports for itself, without our involvement.
When something does not work
Bridge is offline. Receipt will print automatically when the bridge reconnects.
What this means: The Heltio Bridge program is not running on the reception computer, or has lost its connection.
Bridge connection is unstable. Print jobs may be delayed.
What this means: The bridge is answering intermittently — usually the clinic network, or a computer that goes to sleep.
Print failed: {error}
What this means: The bridge reached the register, but the register refused. The text in braces comes from the device — out of paper, a jammed head, or a closed daily report.
Bridge is offline. Connect the bridge app first.
What this means: An attempt to print while the bridge is not connected.
Who has access
Clinic Admin Receptionist PractitionerThe receipt list, printing and retrying are handled by reception and the team. Configuring the bridge and the devices belongs to the clinic owner and administrator — today through Heltio support, because the configuration screen is closed.
Fiscalization is part of the Finance PL module. Without it the Fiscal Receipts entry does not appear in the menu, and that is not a fault.
Related
- Online fiscal register — how the bridge is built and what it does.
- Fiscal receipts — when a receipt is required and what goes on it.
- Payments — the moment of capture the receipt comes from.