Why did my receipt printer stop automatically printing online orders?

[TS987]

Hi! All of a sudden our online orders are not printing automatically. We have it set up so that they will automatically print 30mins before the order is to be picked up, we've never had trouble with it before but now it suddenly is not printing. It will print if we go in manually, but we need it to go back to printing automatically on it's own. This is a big problem for us, as we are a donut shop and this is what notifies our employees to prep an order for pickup. We've had people show up for their order and we didn't know they placed one because the ticket didn't print off. If anyone knows a solution to this it would be greatly appreciated! Thanks!

[ryanwanner]

Hello @TS987 !

That's odd that it just stopped printing the online orders! I'm wondering if something happened on an app update or something happened on the back end that your current version of the app isn't ready for.

The first thing I'd recommend is that you verify that your app is on the latest version.

After that, I'd recommend checking your app's settings: More -> Settings -> Hardware -> Printers -> Printer station -> Online Order Tickets. Make sure all your categories are set here.

Hope this helps!

[5iveSpice]

I am currently having this same issue. The settings are the same as my other location print settings but for some reason it only sometimes print online orders or doesn't print those orders at all.

[_Violet]

Hi @5iveSpice - I'm sorry to hear that this issue with your printer has brought you to the Seller Community.

I suggest starting out with the troubleshooting steps for your printer 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!

[5iveSpice]

We are working on setting up Square for our 2nd location. We're starting with doordash integration as a first step in making sure the printer and everything is working but for some reason, when orders come in from Doordash to Square, the order shows up on the POS but it takes 2-5 min to print or sometimes it just doesn't print or only prints to some printers. The test print works fine and is printing the tests out with no problem but it seems maybe if the printer or tablet is on standby, it's having issues connecting to the printer or sometimes it will say "queued" "retrying" "printing"... The printer models are compatible with Square. Not sure how to resolve this issue so we're pausing adding other delivery platforms as well as not using the Square system in general til this is resolved. Has anyone had this issue before?

[_Violet]

@5iveSpice

I went ahead and merged your duplicate post to this existing thread where your first 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.

Please see my reply above. Thank you!

[5iveSpice]

I think I figured out the issues and might be something that Square should make known. The tablets/iPads must have the app open and not on standby. I turned off standby on the iPad with online orders so that the screen does not turn off when inactive. Then I restarted all the printers (some still reprinted old orders) but after that the Doordash orders printed on both printers as soon as it came into the POS. Hopefully this helps anyone else with print delays.

[_Violet]

Thank you for following up with those details, @5iveSpice. I'm glad to hear you were able to figure out what was causing the trouble!