Printing

Ingenico Desk/3500 and Desk/5000: load a receipt paper roll

Paper spec (58 mm wide, 40 mm diameter, thermal) and Ingenico's steps for opening the printer cover, seating a new roll and closing it on the Desk series countertop terminals, plus the checks Ingenico gives when a receipt does not print.

Applies to
Ingenico Desk/3500, Desk/5000
Last reviewed
Oct 26, 2026 by Abdul Rashid

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Check first

  • Is the roll thermal paper, 58 mm wide and no more than 40 mm in diameter?
  • Did a red line appear on the last receipts (end-of-roll marker)?
  • Was the cover forced closed over the cables at the rear?

This guide shows how to load a receipt roll in an Ingenico Desk/3500 or Desk/5000 and what to check when nothing prints.

Before you start

  • Use thermal paper 58 mm wide with a diameter of 40 mm or less. Ingenico's warranty wording asks for manufacturer-approved paper; unsuitable paper can damage the printer.
  • A red line on the receipt means the roll is almost finished and should be replaced.
  • Store paper away from heat, humidity above 85%, sunlight, solvents, PVC sleeves and water.

Steps

  1. Lift the catch at the rear of the terminal and drag the cover backward. Do not force it against the cables. Expected: the cover opens and the old core can come out.
  2. Drop in the new roll so the paper unwinds in the direction shown inside the cover. On a new roll, tear off the first full turn. Expected: the roll sits flat and the free end rises toward the top of the terminal.
  3. Pull the paper up to the top of the terminal and hold it. Expected: a few centimetres of paper extend past the tear bar.
  4. Keep hold of the paper, close the lid, and press the centre of the lid top until it clicks. Expected: the cover is latched with paper visible in the slot.
  5. Hold the yellow CLEAR key to feed a short length. Expected: paper advances straight and cleanly.

If that did not work

Ingenico's checks for a receipt that does not print: confirm the roll is present and seated correctly (re-seat it following the steps above), confirm it is thermal paper, and confirm the heat-sensitive side faces the print head (if the receipt is blank, the roll is probably in backwards). If the printer still does not feed, contact support.

Sources

Stop and contact support if

  • The screen flashes "Alert Irruption!": tamper detected, stop and contact support.
  • The printer mechanism or cover is physically damaged: stop, do not force it, contact support.

Contact Allstar support with the model, serial number, paper size being used, and whether the printer feeds paper when the CLEAR key is held.

Contact support about this

Notes

  • The Ingenico guide is titled "Desk Series" and the resource page calls it the Desk/5000 & 3000 series guide. It does not list the Desk/3500 by name, so coverage of the Desk/3500 is by series membership, not an explicit statement.
  • The older standalone Desk/3500 guide on cdn.ingenico.com (2021) now redirects to the Desk/5000 & 3000 series page; it could not be read in this pass.

Sources

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