Auto-Assigned Ticket Stubs Not Populating

[nomitea]

The title of this thread has been edited by a Square Moderator from the original: Auto assigned ticket stub not working

For about 3 weeks now, the auto order number assignment is not working on my POS.  The order will just print out Order instead of an assigned number.  I even tried switching to Manual assignment and that doesn’t pop up all the time either, which doesn’t make sense.  This is very inconvenient for our operation.  Does this have to do with any software upgrades in the Square POS because it was working fine before.

[Donnie-M · Accepted solution]

@nomitea ok, that helps us narrow it down.  So let's look at the settings, I am looking in my device profiles.  Does the pos ask for a name for the tickets?  Mine will be set up a little different but I think yours should look like this:  

I have seen these get toggled off before or the printer unassigned.  That is where I would verify first, because it sounds like that.  Let me know where we are at there.  I am going through my online dashboard and the device manager.

[Donnie-M]

@nomitea are you using iOS or Android?  or Square Register?  

The next question is are you printing orders from the point of sale or are you printing from the KDS if you are using it.

The cursory advice is always make sure if you are on iOS you are updated to the latest iOS and square app versions.

[nomitea]

Thank you for your reply.  I am using the latest iOS and latest Square POS App.  I am printing the Ticket Stub with the order number for the customer and the order number shows up on the kitchen order printout.  Now, the Ticket Stub never prints out and the kitchen order only shows the word “ORDER” instead of the order number.  Both are generated from the POS as soon as the order was paid for.  All internet and printers are working correctly because I can manually print out receipts for customers.

[Donnie-M · Accepted solution]

@nomitea ok, that helps us narrow it down.  So let's look at the settings, I am looking in my device profiles.  Does the pos ask for a name for the tickets?  Mine will be set up a little different but I think yours should look like this:  

I have seen these get toggled off before or the printer unassigned.  That is where I would verify first, because it sounds like that.  Let me know where we are at there.  I am going through my online dashboard and the device manager.

[nomitea]

Yes, those settings are setup correctly for me.  The Order Ticket Stub prints to the receipt printer and the In-person Order Ticket prints to a different printer in the kitchen.  So I have 2 different printer profiles setup.  Like I said, these were working perfectly fine until about 3 weeks ago.  I tried turning these options off and on, recreating the printer profile, restarting the iPad, but nothing worked.  I saw in an old Community posting that these order numbers are assigned only after communication to the Square server just prior to accepting payment.  This may be correct because even manually assigned order number doesn’t work all the time.  But internet is fine since charging credit card has no issues and my online orders from Square website are coming in.  Not sure what else to try.  Still waiting for Square support to get back to me.

[Donnie-M]

Have you tried it with just 1 printer profile active?  and what are your printers (star epson etc)?

[nomitea]

Square Support bounced me from one group to another.  However, no direct answers for my issue.  I get a response from them every 2-3 days maybe, which is useless.

[Sammie_C]

I am sorry to hear this, @nomitea. So that we can get this resolved for you, I went ahead and reached out to our Operations team to take a look. As soon as I hear back from them, I will reach back out here promptly. I appreciate your patience.

[Sammie_C]

@nomitea, I just heard back from our Operations team and they were wondering if you have an example of an order ticket that printed incorrectly that they can take a look at? (Feel free to send it over DM, if there is any personal information listed.)

They also said that the setting you would want to make sure you are looking to will on be your POS > select "more" > "settings" > "checkout" > "Order tickets." You may already be aware, but just wanted to double-check.

Let me know and I can keep looking into this for you.

[Sammie_C]

Appreciate you doing all this troubleshooting, @Donnie-M!

@nomitea, I see you mentioned you reached out to Square Support about this. Did they get back to you and get this resolved?

[MayaP]

Hey @nomitea – Jumping in to help out as well. Are you still in need of assistance?

If so, could you share a photo of your current settings and setup? That’ll help us take a closer look. Also, have you already tried deleting and reinstalling your printer and order settings?

[nomitea]

Hi guys,

Thank you for helping.  Here are a few screenshots of showing my Square version, settings, and results after making a sale.

David

 

[nomitea]

 

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[nomitea]

My iPad OS version is 18.3.2 in case that makes a difference.  I have stopped it from upgrading automatically.

I have a background in IT support so I can confidently say that there is no problem with my setup and my hardware is working correctly as demonstrated in my screenshots.  I simply do not know what triggers the Order Number to be assigned.  As I mentioned before, switching to manual order name assignment does not work either.

[MayaP]

Thank you for providing this, @nomitea. I’ve escalated it to our engineers for further investigation. I’ll let you know as soon as I have an update."