Printer Issues

[AscottsBroms]

Hello, we've used a Star tsp100iii printer ethernet printer downstairs in our restaurant and it works correctly with square with no issues. We have recently bought a second one to connect upstairs on the same network, the printer is definitely connected to the network as it prints out an IP address when I do the diagnostic check. I tried to locate the printer on the Star app but again, it is only picking up the existing printer in our restaurant downstairs and not the new one. Any suggestions? 

[Breffni]

Hi @AscottsBroms, thanks for flagging this. 

Are you connecting to a Square Stand or Register? I would recommend making sure the device is running the most recent software version - that may be why it's seeing the old one but not the new one. 

We have some additional steps to run through here - I understand that you may have done some already, but we would need to ensure all are checked, it's likely to be something small since the other printer is working okay. 

• Make sure that your device running Point of Sale is connected to the same network as your printer.
• Turn your printer off and unplug all cables. Wait 10 seconds. Plug all cables back in and turn the printer on.
• Make sure the printer is fully plugged in and a roll of paper is in the printer.
• For iOS devices, Square needs access to your local network in order to connect to network printers. Toggle ON for Local Network in your device Settings > Square > Local Network to enable access, then relaunch the Square app.
• Make sure that your Ethernet cable is connected to the right piece of hardware.
• Turn your router off and then on again.
• Make sure that the Ethernet cable connecting the printer to the network is properly connected to the Ethernet port on each device.

Let me know how it goes - I'll keep an eye out for your reply.