Ethernet/Wifi Printers Tickets Failing to print randomly

[matt68]

I am running multiple I Pads in a restaurant setting, we have been using the same process for 5 years but this year our printers will randomly fail to print.    We have it set up to split items to seperate printers IE Drinks go to the bar, appetizers to a fry cook, and the rest of the ticket to the line.     The ticket is getting save correctly because one of the printers usually prints.    90% of the time it works flawlessly, but there are times when it doesn't.   I am somewhat network savvy and have checked as many settings as i can.    I have the ipads and printers all on static IPs.   I have a seperate network for the business that the customers do not access.     I have purchased new IPads to see if this fixes it, which it does not.   Thinking that this has only been an issue the last 6-8 months??   , It makes me think it has to be an issue with a software revision.   

[tctrccom]

Have you tried setting the iPads to a wifi channel that isn't used that much. Sometimes wifi channels clash with other channels. Gett a free wifi channel checker and you'll see what all channels are being used and you'll see what's in use then set your wifi channel to less used channel 

[matt68]

Thanks for that idea, just checked it all out and set the wifi for the business network to channel 11 and set the customer channel to 1.     Will give it a try and report back!    

[_Violet]

Hi @matt68 - I'm sorry to hear that this issue with your printers has brought you to the Seller Community.

I suggest starting out with the printer 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! Let me know how it goes.

[tulanejeff]

@matt68 We're having this same issue at our restaurant.

It started about 6 months ago.

Please read my thread: 

https://www.sellercommunity.com/t5/Troubleshooting/Square-For-Restaurants-Kitchen-Printer-Randomly-M...

I hope Square engineering will take notice and provide an official update acknowledging this platform software issue.

[matt68]

@tulanejeff we are still having issues but have narrowed it down.     At first i thought it was a wifi issue but no longer believe that to be true.

It seems that is has to do with the order of the items entered in the ticket.    We have certain items going to certain printers - Drinks go to bar, food to kitchen ETC.    If the server enters the items in a certain order where Square needs to split the ticket apart in the middle, it messes everything up.    We have now trained the servers to enter drinks - then hit save, enter food - then hit save - enter appitizers - hit save.    We never had to do this before so i would agree with you that something changed in the last 6 months.            If we REPRINT the ticket, the printers all fire correctly and everything prints.    Its on the initial SAVE where the system must not have things organized correctly?       At least thats what we have found so far.     Hopefully Square figures it out soon because it is causing me to lose business as well when a customer asks where there order is.    IT is 100% a software issue that they need to acknowledge.

[tulanejeff]

Interesting. Thank you for replying.

We operate as 'order at counter' where all guests gets assigned a # once we finish entering the order and confirm, and click pay.

We only have 1 bar/receipt printer (printing ticket stubs for drinks) and 1 kitchen printer.

All food tickets print to the kitchen printer (Star SP742 on ethernet) once the guest pays. 

[CupOJoy]

did they rectify this issue?  I have the same issue with only one type of printer?  Star sticky label printer and only with my square register.

[tulanejeff]

I haven't seen any public updates.

However they have finally acknowledged that this is a real bug / platform issue.  See below...

https://www.sellercommunity.com/t5/Troubleshooting/Square-For-Restaurants-Kitchen-Printer-Randomly-M... 

[JJ_]

Hey there @CupOJoy we just released an update to address print problems on the TSP654 series printer. When you have a moment please make sure to update your Point of Sale application to 6.26 to make sure this fix is applied in your Point of Sale.

[CupOJoy]

How do I ado that?

[_Violet]

@CupOJoy here, following up for @JJ_. It looks like you still need help with this so I kept the ball rolling.

You can follow the instructions listed here for updating your Pint of Sale app.

I hope this information is helpful but please do let me know if you have any additional questions.