My new Square Register is not recognizing my Zebra ZD411 printer

[GolisanoMatt]

Hi all - We just purchased a new Square register package with all the doodads new from Square - USB barcode scanner, cash drawer, Star receipt printer, and a Zebra ZD411 label printer.  I am trying to get everything set up, but the register can't see the ZD411 printer.  I stepped through the ZD411 quick start guide and the printer seems to be working correctly.  Yet, when I plug the printer's USB cable into my register's USB hub, it isn't recognized by the register.  If I try to create a new printer station, the only printer the register sees is my Star receipt printer.

Any ideas on how I can get my label printer talking to my Square register?  Thank you for any help you can provide!

[Sineaid · Accepted solution]

Hi @GolisanoMatt

Thanks for coming to the Community for support with this, it’s great to have you here. 

As you’ve mentioned that this was an initial set up, could I ask that you first check that the Register is fully up-to-date when you're signed in to the Square for Retail Point of Sale. You’ll also need to be subscribed to Retail Plus or Premium in order to print labels. 

To update your Square Register software:

 - Tap ≡ More > Settings > Hardware > General > About Square Register > Software Update.

 - Tap Check for Update to see if there is an available software update.

Once you’ve updated the Register software, or if you find that it was already up-to-date, could you then please power off/on the Zebra device, and ensure the printer has been loaded properly by using the feed function.

Please then try reconnecting the device through another USB port, ensuring a firm connection at all ports.

After this, please shut down and restart your Square Register, before following the set up guide steps here. 

If the issue persists after that, could you let me know if you see the device listed as “connected” but not “configured”, or if it's simply not listed at all? If you could also provide a short video demonstrating the issue, that would be greatly appreciated.

And if you haven’t already, could you also try creating a new printer profile? You can then delete the previous printer profile you mentioned that you created. 

[moemartshop]

I've been having the exact same problem. Square Register is not recognizing it at all. I've updated and followed all of these steps. After being on the phone troubleshooting with Square for 1.5 hours, they told me it is not compatible and that I would need to print labels from the Dashboard using a computer. However, it says it is compatible on the Square website itself. 

[MayaP]

Hey @moemartshop,

Thanks for reaching out and sharing your experience. I apologize for the confusion regarding the Zebra ZD411 printer. It can connect to your Register. I am happy to investigate this further.

Can you confirm what app version your Register is on? Is the device up to date? 

[MayaP]

Hey there @GolisanoMatt,

I appreciate you flagging this! I want to ensure this getting resolved, so you can focus on business. 

Can you also confirm your app version and if the Register is updated? 

[valdock212]

I am having the exact same issue with this. Bought a brand new Square Retail Kit with the following:
USB Receipt Printer: Star Micronics 39654510
USB cash drawer: APG Vasario VB554A-BL1616
USB Barcode Label Printer: Zebra ZD411 ZD4A022-D01M00EZ
USB Barcode Scanner: Zebra Symbol LS2208

Everything works fine, except for the Zebra ZD411. We have the register updated to the latest version and it still will not recognize and I have seen a few people in the last few months with the same issue, but I have not seen a solution. We have also verified that the label maker works with both Windows and when you are connected to a phone, the only issue is when you try to connect to a register.