Can't disable grouping identical items on printer

[untruckd]

The title of this thread has been edited by a Square Moderator from the original: "Can't disable grouping identical items"

At our restaurant, we do not like the POS combining identical items on the kitchen ticket. It is very easy to miss the "x2" or "x3" and has caused items to be missed by kitchen staff, There is a toggle to turn this feature off within the printer settings, but this does not appear to be working. I have it set to off, but the system is still combining identical items. 

[_Violet · Accepted solution]

Hi @untruckd 👋 Violet here, following up for @MayaP. It looks like you still need help with this, so I kept the ball rolling on your inquiry.

Do you have multiple Point of Sale devices? If so, I recommend double-checking the settings for this printer on each device and running through the troubleshooting steps listed here.

If this doesn't improve things, please reach out to Support directly by logging into your Square account and heading here for further assistance.

I hope this helps!

[MayaP]

Hello @untruckd, I am sorry you are having issues with with your items getting combined. Have you tried deleting and reinstalling your printer station? I would try that if you continue to have issues let us know. 

[untruckd]

I have tried removing and re-installing the printer. I have also created a new profile and changed the printer to the new profile. combine identical items is not selected on this profile. And it is still doing it. 

[_Violet · Accepted solution]

Hi @untruckd 👋 Violet here, following up for @MayaP. It looks like you still need help with this, so I kept the ball rolling on your inquiry.

Do you have multiple Point of Sale devices? If so, I recommend double-checking the settings for this printer on each device and running through the troubleshooting steps listed here.

If this doesn't improve things, please reach out to Support directly by logging into your Square account and heading here for further assistance.

I hope this helps!

[Robbybabyrob]

Hello. 
We are also having issues with the printer combining identical items to one line, even though the toggle for this is off. My chefs are missing items because they do not see the x2 x3 etc.. 

We have 2 terminals, and three printers, all on the same printer profile. I have deleted the profile and set up a new one, made sure that the toggle was set to off, but it is still combining items. 

Please help

Thank you
Robert

[untruckd]

I do not have multiple points of sale. Just one terminal and one kitchen printer. 

[_Violet · Accepted solution]

@untruckd Got it. Thanks for confirming 👍

I also suggest that you preform a factory reset on the Terminal as well. Please note that when you do this, you'll need to reconfigure your printer station settings once the reset has completed.

If you are still experiencing the issue after this, please contact our Support Team for further assistance.