First, if it printed on the receipt copy before then I suspect the paper is old. Please tell me the model & make. Cleaning and adjustments are limited depending on the model.
Pull off 10 feet of tape and try again, keeping in mind that the NCR paper gets better by the minute after printing, up to 10 minutes.
Then it has to be wear of the platen driving mech. There is a slight adjustment that moves the round platen closer to the type wheels but it is internal in the printer. I would maybe look for a used register with that kind of printer and change it out but that too is not a novice type job. The type wheels wear also. Sorry to tell you this news.....
Sure, if you want to call my # *****(###) ###-####but let me explain the way this is done on the newer registers, in comparison to the impressions on the dual tape. Most registers nowadays are thermal printer design and there is usually only one printer. So that you have a detail tape they keep track of the transactions internally and electronically so that at the end of the day one can either reset the "electronic journal" or print it. Hope this makes sense. Call if you like for further explanations. we have many choices of registers available.
Sure, they used to not let us leave #s, but I would like to help if I can.