Printer lag/delay

[bottosbakery]

We upgraded to the new square register and it has been amazing. But for the last week our printer is no longer printing receipts or reports and because our cash drawer is connected to it, that won’t open either. Sometimes 20-30 mins later it will pop open and print the receipt. 
We have checked all the cables and connections and all looks as it should. 

help! 

[isabelle]

Hey @bottosbakery!

Sorry to hear about your receipt printer. It sounds like it's having connectivity issues, and you're right, if you have a printer driven cash drawer, it's bound to start acting up too.

First, I would ensure that since getting the Register, you followed these instructions to connect your printer.

Then, as long as you've connected everything properly, I'd try these troubleshooting steps:

1. Make sure the Square Register is plugged into the accessories hub, and the hub is plugged into a power adaptor. The power adaptor cable should then be plugged into a wall outlet.
2. Check the connections of your hardware. Unplug these devices from the accessories hub and plug them back in. If you are using an ethernet printer, unplug the ethernet connection and plug it back in. Ensure there is no lint or debris in the ports.
3. Make sure there is a paper roll in the printer and printer cover is fully closed. Receipt printers will not function correctly with Square Point of Sale and Square Register if there is no paper in the printer.
4. Once you try the above steps, disconnect and connect the printer from the accessories hub.

Please try these suggestions, and let me know if they don't work.

Ultimately, once we get the receipt printer up and running again, the cash drawer will stop acting up too. I'll look forward to your reply. 

[bottosbakery]

Thank you @isabelle 😊

We found that solution on the square troubleshooting and have done all that. We have checked all connections with the WiFi and Ethernet cable. It’s still lagging and it’s incredibly frustrating since we’re entering our busy season and people want receipts. 

Any other ideas? 

[ashc]

Hi @bottosbakery! Stepping in for Isabelle here.

Hmm if you've done all the troubleshooting, it may be best to contact our Support Team directly next to figure out what the next options are.

If you click More > I Don't See My Issue, it will give you an option to call our Customer Success team as long as you're logged in. Keep in mind too that your customer code is always the same so write it down for future reference in case you ever need to call us again.

Really sorry you're still experiencing those issues too.