Problems with ticket printing

[RS4]

In the last couples days I have had problems with order  printing:

-when I tap “in progress”, it isn’t automatically printing the order.  Then I print the order.

-then it will reprint the order at the prep time even though it’s already been printed -also we’ve been getting really long receipt codes on the bottom left of some tickets and it puts “regular” under each item

-this has been resulting in double printing which can result in much confusion & waste

I need help with this before Mother’s Day.

(App is up to date & I powered down iPad, but problem still happens)

[JJ_]

Hello, @RS4 

It looks like some App troubleshooting is needed. I see you have tried rebooting your iPad and confirmed you were in the latest version. Since the problem persists I will go ahead and suggest you try our Troubleshooting Guide if you haven't done so yet. 

Keep in mind that uninstalling the app will have you configuring your printer again and pairing any Bluetooth readers and barcode scanners. 

I hope this information is helpful and you're able to solve your problem soon.

[RS4]

Hi JJ,

I tried deleting & reinstalling the app, however it did not solve the issue.  I am open to other solutions.

[JJ_]

Would you mind sharing a screenshot or photo of how your Printer Station is set up? The reason for this is to see if I can identify what could be causing this behavior. 

Also, did you ever contact our direct support team about this @RS4?

[RS4]

Hi JJ,

The printer station is set up correctly & is printing the way it should. This isn’t a hardware issue even though it has to do with printing. It has to do the with the way the upcoming website orders (from our square online site) are handled by the POS when we mark the order as “upcoming”.  We have the regular square pos.

Before this week 5/8: by default the POS would automatically print any upcoming order when it was marked as “in progress “.  This would move the order to active orders. Then it would never automatically print that order again.

Now (the not helpful way): Upcoming orders marked as “in progress “ do not print automatically.  I then have to manually print them. The order is moved to active orders.  THEN these orders automatically print at that their prep time. (We have already started working on these orders.) Now their is a duplicate ticket for all of these orders:( that we hopefully catch most of the time.

We pre print orders to help manage production. When an order is printed a team member makes or puts it in the queue for future orders. Double printing by the POS causes confusion, wastes time and can create waste for us.

I could provide a screenshot of the tickets. But I really don’t think that the tickets show the error that I am talking about.

I did reach out to customer service over the phone. They were super nice & were able to understand the problem. But they did not think they had the tools to correct the issue I am talking about.  Also since the printed tickets don’t really show an error we didn’t think it made sense to send it to the engineers.   But it’s still a problem.

If you still want the screenshot or pics of the tickets or have any other thoughts let me know.

[JJ_]

I've been looking into similar reports like yours and haven't been able to identify anything similar or a particular trend that could indicate this being a widespread problem. However, I am just a Community Moderator and the best I can do for you is get this escalated so anything you can share here will help me get this in front of the eyes of our product team.

[RS4]

[RS4]

Hi JJ,

Here are 2 orders. The ones on the left that say reprint on the bottom were a manual print & I printed them after I marked them “in progress”. The tickets on the right were printed by the pos automatically according to prep time.  

I don’t think these tickets show the error. But it does show the confusion that the error causes.

if you need any more info or explanations, let me know.

Thank you

[Kassi_]

Hey there, @RS4 - 

I am jumping in for JJ on this one. I wanted to reach out to see if you're still experiencing this issue. 

Thank you! 

[RS4]

Unfortunately, yes.

[Kassi_]

Thank you for confirming, @RS4 . 

Could you try these troubleshooting steps to help with this? 

I will need to you to kill your app and restart it. 

1. From the Home Screen, swipe up from the bottom of the screen and pause in the middle of the screen.
2. Swipe right or left to find the app that you want to close.
3. Swipe up on the app's preview to close the app.

Give those a try and let me know if that does the trick. I will keep an eye out for your reply👀. 

[RS4]

Hi Kassi,

 I did as instructed & tested it a few times…SOLVED! 🎉. Thank you to all of you!

[Kassi_]

Great to hear, @RS4 ! 

Thank you for sticking with us while we got it resolved for you. 

[RS4]

Hi @Kassi_ 

After the last iOS update, the exact same issue is happening again.

[RS4]

Hi,

Since the latest iOS update orders marked as “in progress “ are not printing automatically.  Below is a ticket that was printed manually after it was marked “in progress” .

[RS4]

[RS4]

@Kassi_ 

[Kassi_]

Sorry to hear you're getting this issue again, @RS4. Were the previous troubleshooting steps, unsuccessfully this time around? 

[RS4]

@Kassi_ it’s still happening 

[MayaP]

Hey there @RS4 stepping in for @Kassi_ while she is out. Have you tried deleting and re-creating the printer station? 

[RS4]

@MayaP this had no effect on the problem