Mobile POS disconnects from printer

[SlushQueen]

We are a very busy specialty frozen dessert shop. To adapt to current environment, we closed off our deck and created a "drive-thru" around the building. We use Square mobile POS and it prints tickets to the kitchen inside as usual. Lately, the mobile POS says it's connected to wifi, but is not printing tickets to the kitchen. The order taker is not aware because it says it's connected, so we've got a parking lot full of customers whose orders never made it to the kitchen. This is with a line about 40 cars long! Help! We've reset wifi, square, and our signal extender multiple times, but it doesn't seem to be a wifi issue. 

Thanks for any help you can give me!

Amy

[ashc]

Hey @tacticaltrading,

I want to make sure I'm understanding what you mean by mobile POS. Do you mean just running the POS app off of a cell phone?

What is your printer normally connected to? I want to make sure I know your setup then and your setup now to try and see if the difference is causing the error. 

[lostinbuffalo]

I have had the same problem for years. You think the ticket has went to the kitchen but really it didn't. If you go to settings, hardware, printers, and scroll down. You will see that  that printer has been disconnected. Usually a closing of the square app and back in fixes it. However, the damage is done and you have an angry customer that has to wait a very long time for their food/beverage. I had multiple IT guys in. I even upgrade to the latest gen iPads and even upgraded the entire restaurant to WIFI 6 commercial access points. The problem still happens. My IT guys said it is definitely a software issue cause they can watch the pings on the all the devices. It is annoying. This could all be solved by some sort of checks and balances in the software. Where if it knows something is disconnected to prompt the user to resend or close the app. 

[_Violet]

Hi @lostinbuffalo - I'm sorry to hear that this issue with your printed order tickets has brought you to the Seller Community.

I'm not sure what kind of printer you're using, but I suggest starting out with the 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!

[lostinbuffalo]

I have used Square for years. It has improved in stability. However,  We have 3 mobile square iPad mini gen 6, 3 new square stands, and the square online portal. You think the ticket has went to the kitchen but really it didn't. If you go to settings, hardware, printers, and scroll down. You will see that  that printer has been disconnected. Usually a closing of the square app and back in fixes it. However, the damage is done and you have an angry customer that has to wait a very long time for their food/beverage. I had multiple IT guys in. I even upgrade to the latest gen iPads and even upgraded the entire restaurant to WIFI 6 commercial access points. The problem still happens. My IT guys said it is definitely a software issue cause they can watch the pings on the all the devices. It is annoying. This could all be solved by some sort of checks and balances in the software. Where if it knows something is disconnected to prompt the user to resend or close the app. 

[_Violet]

@lostinbuffalo - I went ahead and merged your duplicate post to this thread where your other post is located. We merge duplicate conversations together to keep like comments in one place, and to make it easier for others to find the thread in the future. I also want to make sure you've seen our Community Etiquette Guidelines. We ask Seller Community Members to not post the same message in multiple places, as it is not productive for our Moderators.

Thank you for your cooperation and understanding.