Ticket Printer Troubleshooting

[railwaycafe]

We currently are having two issues with our printer and/or ticket system. 

1. Our ticket system is not allowing us to put names on our order tickets.
2. Our tickets are double printing.

We have not altered our settings whatsoever from the past few weeks, but suddenly we're coming up with these issues. 

I have tried looking up issues like this in the past to see if there was a reason and to look for solutions, to no avail. Any and all help appreciated, thanks!

[Sammie_C]

Thank you for reaching out, @railwaycafe! I am sorry to hear you are having these issues.

I have a few questions for you:

• What piece of Square hardware and printer are you using?
• Have you done any troubleshooting on the devices?
• Are you seeing any new messages or alerts that you haven't noticed before?

Feel free to provide any screenshots or any other details that would be helpful too! I'd be happy to look into this further for you.

[railwaycafe]

Square for Restaurants , and we are using an Epson TM-T20II.

I have tried to troubleshoot.

I don't see any new messages or alerts that I haven't noticed before. We recently swapped from Square KDS to Fresh KDS and it had been working fine until now.

[Sammie_C]

Thank you for those details, @railwaycafe!

Just to confirm, you have not had any luck printing at all from the printer since switching to Fresh KDS, correct? Since Fresh KSD is not a Square product, we have limited knowledge on Fresh items, so apologies if the questions are a bit redundant. Have you done any research on the compatibility of the Fresh KDS and the Epson TM-T2011, by chance?

[railwaycafe]

It had been not printing, to which we fixed. It worked fine for a few weeks until now we can't put in order names and it keeps printing two of the same receipt.

[Sammie_C · Accepted solution]

We understand, and are glad you were able to get some of the issue fixed.

I reached out to our Account Services team and they were wondering if you have already contacted support over the phone to do troubleshooting at all? 

If not, they said that in order for them to dive into this deeper, they will need some additional information. Are there particular types of tickets that are printing multiples? As well as, would you be able to provide some examples of tickets or even a video showing the issue?

[pixidust]

My receipt printer stopped printing order numbers about 2-3 weeks ago as well...

[railwaycafe]

If I find a way to fix it, I'll let you know!

[ikrakhan]

I restarted the printer, checked the cables and paper/settings, but the problem still persists, so I’ll need to contact a printer repair technician.