Print disconnect

[majestic32]

At my business we use the Square stand, printer and printer-driven drawer.  For no obvious reasons  our printer sometimes loses its connection with the stand and we are not able to print receipts.  I understand the idea of the drawer not opening automatically because the printer doesn't work but how do I get the stand and printer to "speak to each other" again.

Typically I will delete the current printer then add it back, but this only works some of the time, not every time.

Any suggestions?

[Donnie-M]

@majestic32 Normally that shouldn't happen (obviously), the fact it is happening multiple times tells me it is either software or a hardware connection issue.

The printer is probably usb if you have the same set up I have used.  If it is a network printer let me know as that is a different fix.  I would make sure your iOS is up to date and go into the app store and make sure your point of sale app is also up to date (sometimes there is a lag in updates as apple delays when the auto update happens.  I would also make sure you can easily access the usb hub/power cord as sometimes I can fix this quickly by unplugging the stand and replugging it back up (especially with star tsp printer).

The last things I would check to start out with are to make sure your tablet isn't set to go to sleep.  I tend to leave mine on all the time and just turn them off at the end of the day.  Power saving features can cause problems at times.

[majestic32]

Our business's USB printer constantly disconnects from the stand. It is connected wirelessly.  To troubleshoot we turn off the printer and disconnect and reconnect the wires but it's a hit and miss in getting it to work again.  Any suggestions?

[_Violet]

Hi @majestic32- Thanks for reaching out to us here on the Square Seller Community👋

I went ahead and merged your post to an existing thread where other Square Sellers have discussed printer troubleshooting as well. 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 recommend going through all of the troubleshooting steps listed within this Support Article based on the type of printer you have. If you are still experiencing this issue after completing the troubleshooting, please reach out directly to our Support Team and they can file a Support Ticket so that our Engineers can investigate further. 

I hope this information is helpful and is able to resolve the issue but please do let me know if you have any additional questions.