How do I troubleshoot TSP100III printers that are dropping off WIFI?

[StillPlayin]

The title of this thread has been edited from the original:  TSP100III printers that are dropping off WIFI

We have 3 TSP100III printers in my kitchen for printing tickets for our Chefs.  We have a Ubiquity WIFI network and the signal strenghts are excellent.  We also have 2 more TSP100III printers for our bar and hostess station.  The printers are dropping off line.  They print fine one minute and are disconnected the next.  There are two Wireless access points on our network.  My first question would be if I have the right printers because I'm new to Square.  There are no physical issues with any of the five printers.  They just drop offline.  I have tried them with Static IP's and Dynamic IP's connected to one SSID that is common to the IPads running the APP.  The only hardware on that SSID are 8 IPads and 5 Printers.  There are also 2 cash drawers and two stands and a card reader for each IPad.

[ryanwanner · Accepted solution]

Hello @StillPlayin !

I had the exact same problem with my Ubiquiti Wifi setup you're having. It started when I added a secondary access point that I used as a mesh network.

First thing to try: If your network configuration will allow for it, try powering off one of the wifi APs. Those APs are pretty powerful and shouldn't have any problem carrying the load of your network by itself. If that solves the problem, you may consider using one AP as your internal network and configuring the other one to be the public facing network (at least I'm assuming you're using the APs for public use as well). This may bring back the drops, though. Be warned...

I worked with Square's dev team for over two months on various solutions to this, and unfortunately short of completely removing the secondary AP (and completely reloading the remaining AP's firmware!) we couldn't resolve the dropped printer issues. Since I'm in a cinderblock building, that wasn't an option for me. We never reached out to the Ubiquiti team to see if they had any solutions--mostly due to me getting frustrated losing printers day in and day out--but I believe it's something with the current version of the firmware. It looks like the Ubiquiti APs in a mesh network setting were getting confused by having printers of the same type on the network, regardless of IP configuration. We settled on creating a whole new wifi network for the Square devices utilizing two eero routers set up in a mesh network. Everything has been stable for the most part since then. The only issue I've seen is that the eero routers interfered with the wireless signal from my alarm system's panic button in my office. Bonus: I got to know the local police force a lot better! *facepalm*

I don't think you'll need to change out any of the printers, and it looks like you've done all the other troubleshooting. Just try killing off one of the APs if you can!

Hope this helps!

[StillPlayin]

Ryan, Thanks for the info.  I went kind of Cave Man on the thing and turned off all but one of my AP's and I had Comcast turn off their radios in their modem so that the only thing providing WIFI right now is one AP.  Going to try that for the weekend and then add back one of the other AP's and see if that returns the problem.  Long term, when our deck opens, I will need more than one AP but for now I think I'll be OK.  Good to know that it may not have been just the Comcast Router causing the issue.

[Dolce]

Hello

As the square website said the only wifi printer compatible for the square stand was the Star TSP100III why I can't connect it ?

Also can why there is no bluetooth connection ?

[Frida]

Hello @Dolce,

Thanks for posting in the Seller Community for the first time, welcome! ☺️

I have moved your post to a similar thread here. Please have a look at @ryanwanner reply and workaround.

Essentially, any printer compatible with our hardware is not a Square product, so troubleshooting on our end is typically limited to checking internet connection and making sure your printer is on the same network, as well as making sure your register is up to date. 

You can always reach out to Star Micronics support directly for additional troubleshooting once you assure you have done the above. 

I look forward to reading your response😊