Square Register forgets printers every day.

[bagelboss]

For the past 4 mornings, our Square Register has "forgotten" the printers it is connected to until we sign out and then back in...then they are recognized immediately and work flawlessly until the next day. Nothing has changed with the network architecture and the Square Terminal we use has not suffered from the same issue.

Any ideas?

[MayaP]

Good morning @bagelboss,

I completely understand how frustrating connection issues can be, and I want to make sure we get this resolved for you as quickly as possible. To help me better understand the situation, could you please provide a bit more detail?

1) What’s the brand and model of the printers you’re using?

2) To clarify, do you have more than one printer connected? Please explain your setup. 
3) Is it connected via USB or Ethernet?
4) What app version is your Square Register currently on?
5) Have you tried any troubleshooting steps so far?
6) Are you seeing any error messages, specifically about the printer being "forgotten"?

Your answers will help me narrow down the cause, so we can get things working smoothly again. Looking forward to helping you sort this out!

[bagelboss]

1) All Star Micronics printers, both TSP100 series & SP700 series

2) Yes. One kitchen impact printer (SP700), one TSP143 that only prints from a Square KDS display, another Square KDS display with an always printing TSP143, plus a TSP143 receipt printer that hardly gets used.

3) they are all Ethernet, except for the TSP143 receipt printer which uses Bluetooth.

4) No idea.

5) There's not really a way to troubleshoot them... the printers completely cease to exist. It's not like it knows they're there and can't connect. The printers are still connected and working properly from other devices set up to use profiles that use those printers... But all our Online sales are channeled through a profile set up on the Register. Signing out and back in immediately reconnects all the printers.

6) It's as though the printers never existed. It doesn't know they aren't printing because it doesn't seem to think that there are any printers that should exist in the first place. A disconnected printer shows the printer and then in red that the printer is disconnected... That's not what's happening here. There are zero printers shown until we sign out and back in.

[MayaP]

Hello @bagelboss, thank you for your patience and for providing that information. I want to make sure this gets resolved.

Are you able to factory reset your register? 

• Tap ≡ More > Settings > Hardware > General.

• Tap About Square Terminal > Factory Reset > Confirm Factory Reset.

• Tap Reset one last time. From here the countdown will begin and your Square Register will reset.

• 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.

• Keep holding down the power button until that timer goes to 0 and the screen says you can release the power button.

Does that resolve the issue?