My new Square Register is not recognizing my Zebra ZD411 printer

[thoemshoppe]

Has anyone found a resolution for this issue? I am also having the zebra zd411 via usb direct connection to square register issue. They want me to send it back and get a new one, but the printer is fine. It's a connection or compatibility issue I think. Any help would be appreciated. 

[Sammie_C · Accepted solution]

Hi @thoemshoppe, welcome to the Square Community and thank you for your post!

A few quick questions to get started with troubleshooting this:

• Are you getting any error messages when connecting the printer to your Square Register?
• Can you double-check that your Square Register up-to-date?
• Do you know if you are subscribed to Retail for Plus?

Once I have those additional details, I can take a deeper look for you.

[pdmonks]

I am having the same issue as a new Square customer, recently taken delivery of the full Register kit, all items connected to(ie cash drawer, scanner etc) apart from Zebra barcode printer.

To answer the earlier questions from the thread:

 - no error messages or any pop up indications the printer is connected  - its not shown in hardware, where the USB cash drawer and scanner and Star receipt printer are shown.

 - the register updated its software when I first logged in
 - I am subscribed to retail plus

I have (as a test) connected the Zebra printer supplied to a Windows laptop and downloaded the Zebra software. I have loaded labels and am able to print test labels and the hardware config from the printer directly using the online help manual but the Square Register fails to recognise the printer when it is connected using the supplied USB A-B cable to the Square Register hub. 

What are we missing here?

[Sammie_C]

Hi @pdmonks, thank you for your post! I am sorry you are having issues connecting your printer.

I have a couple questions for you:

• Are you in Retail mode? While you have an active subscription, you do need to have Retail Mode on, as well. 
• Have you tried the device connecting manually?

Please let me know if either of these help out at all!