Problems connecting ethernet printer

[kkcarlton]

Hi,

We have two iPads in the cafe connected to the same wifi. One is out front in the cafe , connected to a cash drawer and stand and has a receipt printer. The other iPad is in the kitchen and is connected to an ethernet printer in the kitchen.

This morning I took an order on the kitchen iPad, saved it, and it printed the ticket on the ethernet printer. About half an hour later I took another order on the same iPad in the kitchen, saved the ticket, but it didn't print.

When I go into settings, printers, there are no printers to select from. However, the printer in the front can "see" both printers and I can print to both printers from that iPad.

We tried creating a new printer station on the kitchen iPad but no printers show up as expected. We then followed all the suggestions in the ethernet printer troubleshooting guide, and nothing worked.

Any suggestions?

Thank you...

[JustinC]

Woah, that's weird. I wonder if your kitchen iPad's iOS is up to date as well as the POS app. 

Can you confirm the versions for both? 

@kkcarlton

[kkcarlton]

@JustinC  thank you for your reply. I will be back at work tomorrow and will check and post the versions. We did run an outstanding update on the iPad hoping it might help, but it didn't.

[sayra]

Hello @kkcarlton - Sorry to hear that the update did not help. Feel free to give our Customer Success Team a call to help you troubleshoot further. 

Either way we will be on the lookout for your reply. Thank you. 

[kkcarlton]

Hi,

The iOS version is 14.1 and the POS is 5.50.1. the POS says it has an update pending, but the other iPad works.

[isabelle]

Hey @kkcarlton! ✨

When you get a chance - I would delete and reinstall the app on the device that the printer is not recognizing. Please only do this when your business is closed for the day, and you have no payments pending in offline mode. Then try your usual connecting process.

If that doesn't work, please contact our Support Team. We want to make sure we get you up and running! 

[Rpdpc]

Take the cover off on the bottom of the printer, helps on by one screw, and change the 1st of the four switches down to off. This will disable the power consumption, preventing the printer from going to sleep.