Square suddenly requesting order name/number for ALL orders not just those printing to kitchen

[Aoife_B]

We use square for restaurants in our pub/bar. 

We previously had it set up so the POS app would only ask for an order name for certain categories such as food which required a ticket to be printed by the kitchen printer (so we know where the food is being taken to once prepared). We do not want the system to ask for an order name when it is a category such as beer as this is served immediately to the customer. Since updating the app this does not appear to be an option anymore?? I know you can select skip, however, I anticipate this will slow service down, furthermore, I can see staff getting flustered and accidentally pressing 'skip' when the order contains a meal which needs an order name/number (in the past you couldn't click skip). 

Is anyone aware of any workarounds? 

Many thanks! 

[TheRealChipA]

Hi @Aoife_B.. First, a question.  I've never known of a setting that allowed us to bypass ticket name/number based on category.  There IS a setting toggle that will skip that IF the check is not being routed to a KDS or kitchen printer, though.  Is that what you mean?

If so, I'm wondering if you recently starting routing bar checks to a printer or KDS where you didn't in the past?  If so, that would be enough to cause the issue you are reporting.

[MayaP]

Hi @Aoife_B  — thanks so much for taking the time to flag this.

As @TheRealChipA mentioned, this change isn’t something I’m familiar with, so getting a bit more detail will really help us dig in. When you have a moment, could you share photos of how the order ticket is printing now, along with your printer settings? It would also be helpful to know which Square device you’re using and the app version your Restaurants app is on.

Appreciate you working through this with me. 

[MayaP]

Also, what printer/model are you using? @Aoife_B 

[Aoife_B]

Thanks kindly for all your responses. 

We are using an Epson TM-U220. 

I have checked the printer profile and the categories are still set up correctly. I can also confirm that the kitchen printer is not printing tickets for items in the 'drinks' category, it is just asking for the ticket name on the POS even though it isn't being sent to the kitchen printer. I have noticed the following setting keeps toggling off without us touching it: "Only name tickets when a KDS or printer is connected: Only name will ask for a ticket number when the order is being sent to a KDS or printer."  However, even when it is toggled on it doesn't seam to be working. 

[MayaP]

Hey @Aoife_B — if you haven’t already, I’d try deleting and recreating the printer profiles again. It’s also worth double-checking that both your app and device are fully up to date and that your network connection is strong.

If the issue continues after that, I’d recommend reaching out to Support so they can troubleshoot this with you in real time. I know printer issues can be disruptive, and I appreciate you taking the time to work through these steps. Feel free to tag me if you need to loop me back in.