Receipt printers losing configuration

[Terrace167]

I have four register stations: drawer, stand, ipad, and receipt printer.  We run events mostly over weekends and only occasionally open registers during the week.  For the last 8 years we have not had problems at all.  Then over this last month, almost every event has had issues with all register stations losing their printer configuration.  We get an error in Settings > Hardware > Printers that the printer is not configured.  When we add a new configuration it adds another receipt to print in the configuration list and we end up with multiple receipts per transaction.  Also in Device Management the Star printer shows a Critical Issue and as Disconnected.  Has anyone experienced this?  Has anyone solved this?

[MayaP]

Hey @Terrace167, thanks for reaching out and welcome. I see this is your first post 😊

That definitely sounds frustrating and I'm here to help troubleshoot and work toward a solution with you. To better assist, I have a few follow-up questions:

1) Confirm the printer brand and model.

2) What app version are all your registers on?

1. Tap ≡ More > Settings > Hardware > General. If you’re signed out, tap Change Settings > General.
2. Tap About Square Register.
3. From this page, you’ll see your software version. Tap Check for Update to see if a software update is available.

3) I see you mentioned you deleted and reinstalled the printer station. Any other steps you tried? Have you rebooted or done a factory reset on the register itself?

1. Tap ≡ More > Settings > Hardware > General.
2. Tap About Square Terminal > Factory Reset > Confirm Factory Reset.
3. Tap Reset one last time. From here the countdown will begin and your Square Register will reset.
4. You can also Factory Reset your Square Register by holding down the power button for 10 seconds until you see a black screen with a count-down timer.
5. Keep holding down the power button until that timer goes to 0 and the screen says you can release the power button.

4) Please provide a photo of the error message and your printer settings. 

5) How is printer connected? USB? Eternet?