Dockets reprinted randomly when payment made, table move and etc.

[Typica]

This morning all my printers are randomly reprinting out dockets when payments made, tables moved and etc, which caused huge chaos. I’ve checked all printers setting and nothing was wrong. 
can anyone please help? 
Thanks heaps

[Arie]

Heya @Typica,

Welcome to our Seller Community and sorry to hear about the trouble!

Are you using Android devices by any chance? We're currently experiencing a disruption that is affecting open tickets on Android devices. Our team are working on a fix, and posting updates via issquareup.com. 

I'll keep an eye out for your response 🙂

[Typica]

Hi Arie, 

thanks for the prompt response. Yes, we’ve just installed the square register which I believe it uses Android system. Do you know how long will it take to fix it? It is very hectic. Thanks.

[totrestaurant]

Hi there,

Were having our dockets reprinting randomly and I have seen the update about android, but our devices are all IOS. Is there an update about this or how we can fix it?

[Madala]

Hi Totrestauarant.  We are having the same issue.  All our devices are IOS too. I'm wondering if there is an auto software update that is not quite right.  Seems that our Square Register receives the orders from the iPads but doesn't recognise that the dockets are printed so when you open the docket on the register it goes "hmmm this docket isn't printed yet so I might just print out this docket" and it comes out again.  We are awaiting a fix as per another thread on here, so fingers crossed.

[Laurie_]

Hey there @totrestaurant and @Madala,

Thank you both for flagging this!

I'm monitoring this same issue which has been raised in another thread by Australian Sellers. I'm gathering some more information about the environments we're currently seeing these issues occur. In order to better track this, I've gone ahead and merged your posts with this existing thread.

@totrestaurant are you using any other devices in conjunction with your iOS devices, such as a Square Register or Square Terminal?

[totrestaurant]

Hi @Laurie_ 

No, we have 2 square stands and multiple ipads and that's all. Ive updated the system to the latest update that just came out yesterday but its still happening and its causing massive issues for our restaurant. 

Hope you can help. Thanks

[Laurie_]

Thanks for providing this information.

After running this by the Square for Restaurants team, it looks as though we received a handful of reports where duplicate tickets were printed when new information was added or edits were made to the existing ticket. A fix was rolled out for this issue by our team a few days ago in the latest update of the Square for Restaurants app, version 6.12.

@Typica from what I can see on my side, you're currently running version 6.11 of the Square for Restaurants app on your iPad. 
@totrestaurant it also appears one of your iPads is running the older 6.10 version of the Square for Restaurants app.
@Madala it looks like your devices were updated to the latest version last night, so I'm hoping this means you'll no longer see these issues.

The advice I've received is to ensure all devices are running the 6.12 version of the app currently. Should you continue to experience the issue with duplicate printing following this update, please reach out to our Support Team to escalate this matter further. 

You can call support on 1800 760 137 (Mon - Fri, 9 am - 5 pm Melbourne time). If you call outside of these hours, please enter your Customer Code to ensure you have access to 24/7 phone support.

You can find your customer code right on our Support Centre:

1. Select your location > Next.
2. Select your topic.
3. Select I don’t see my issue.
4. Select Call us and your customer code will appear.

[Madala]

Hi Laurie,

We went ahead and sourced two replacement iPads for our former iPads and activated them last night - these are second-hand iPad 6th Generation devices and we have uploaded the Square app onto them with the latest version.  We will use them tonight for the first time to see if its the older iPads that are the issue - which I have a sneaky suspicion that that is what the problem is.  I reckon the older iPads are too old as one of them can only run iOS 12 which means it can't run the latest version of Square (though the other one was running the latest version on iOS 16).  We were still using the older iPads last night and although the issue of printing duplicate dockets was much reduced, it was still occurring - perhaps it was all the orders from the old iOS 12 iPad??  It's hard to tell when things are busy.

We run Square for Restaurants free version on a Square Register with cash drawer. We run the square app set up as square for restaurants on the iPads if that is what you were wanting to know.

[Madala]

Seems like changing the iPads to newer models did the trick. No more issues with duplicate docket printing since changing to 6th Gen iPads.

[Madala]

Hi Typica.  We are having a similar issue.  We do table orders using iPads which send the order to the register and printers. I'm wondering if there is an auto software update that is not quite right.  Seems that our Square Register receives the orders from the iPads but doesn't recognise that the dockets are printed so when you open the docket on the register to pay, move or even just to look at the order it goes "hmmm this docket isn't printed yet so I might just print out this docket" and it comes out again.  We are awaiting a fix as per another thread on here, so fingers crossed.

[Laurie_]

Hey there @Typica and @Madala, I'm just jumping in here to reply while @Arie is out of the office. 👋

We can confirm the issues impacting orders over the weekend have since been resolved. For future reference, we post all service updates to issquareup.com and this is a great resource to reference in the event you notice something isn't working as expected on your device.
 

However, reading through what you have described, and the fact that the issues you're describing have continued beyond the resolution date/time of these previous issues, indicates to me that you are experiencing something unrelated.

So that I can pass this on to my team, can you confirm what software you're currently using on your Square Register (E.g. Square for Restaurants Free, Square for Restaurants Plus)? Additionally, can you also confirm the software you are running on your iPads (is this the same as your Square Register or are you using a different app, such as Square Point of Sale)?

What I suggest in the meantime is that you reach out directly to our Support Team to raise this with them. Our team is available today (Monday, March 13) to assist you via the phone. You can call support on 1800 760 137 (Mon - Fri, 9 am - 5 pm Melbourne time).

[Typica]

@Laurie_ we have 3 iPads running Square restaurant plus and one Square Register using restaurant plus as well. As @Madala described, after payment or open and saving tickets on Square Register, it will reprint the dockets in the kitchen which has already gone through. 

[Laurie_]

Thanks for keeping me in the loop on this, @Madala, and for providing this information! 

I'm hoping with the update to the latest version of the app, that this is the last we see of this issue. We have started to deprecate some older models of iPads which you can check online here.

Either way, let me know how tonight goes!