Why will my Ethernet printer connect to my Android devices but won't connect to my iOS devices?

[Bumihobart]

The title of this thread has been edited from the original: My Square POS cannot connect to ethernet printer on Ipad and Iphonr.

Hi team, my Square POS wont connect to printer via ethernet. Meanwhile I've tried thorugh android phone (Samsung Galaxy S24 Ultra) and Square Terminal both can connect to ethernet printer without any problem. 

I've followed all the troubleshoting guide and change the IP to static IP but still no luck. Is it only affecting iOS devices?

Really need your help.

[Katie_SQ · Accepted solution]

Hi @Bumihobart, 

Printer connection issues can occur for various reasons, so I recommend starting with the steps below: 

1. Check Your Wi-Fi Network

Ensure your iPad and iPhone are connected to the same Wi-Fi network as your Samsung Galaxy and Square Terminal. If they are on different networks, the connection will not be successful.

2. Enable Local Network Access

For iOS devices, Square requires access to your local network to connect to network printers. On your iOS device, go to Settings > Square > Local Network and toggle it on to enable access. Then, relaunch the Square POS app.

3. Review Support Centre Articles on Printer Connections

If your iPad and iPhone are on the same Wi-Fi network as your other devices, I recommend reviewing the following articles to ensure all steps have been covered:

• Connect a printer to your point of sale
• Troubleshoot connection issues on printers
• Create a static IP address for printer connections
  
  

4. Contact the AU Phone Support Team

The most effective way to resolve printer connection issues is to contact our AU Phone Support Team during business hours, as they can help you troubleshoot the issue in real-time. If the steps and articles above don't resolve the issue, please call the team at 1800 760 137 between Monday to Friday, 9am–5pm, Melbourne Time.

If you have any other questions, please let me know!

[Bumihobart]

Hi Katie,

I've called to customer support from Square 2 times yesterday and the problem still persist. So they reccomend me to call Epson customer service and Epson CS said if I still can use my printer from other apps, the problem is not from the ethernet or printer it might be from the Square app itself. 

[Katie_SQ]

I'm sorry to hear that you haven't had success troubleshooting with our team so far, @Bumihobart. 

For printer connection issues, a phone call is often the best way to pinpoint the problem. I've contacted our AU Support Team to have a member of the team reach out to you via email to arrange a convenient time for a callback during AU business hours. If they can't resolve the issue, they'll escalate your case to our Advanced Support team for further investigation.

Please keep an eye on your email inbox; you should hear from the team shortly.

[Bumihobart]

Hi Katie, I've called them 3 times and they have the same answer like you to raise my case to Advanced support team but I havent heard any call/ received any emails up until now. My iPad still couldnt connect to ethernet printer no matter how many time I've restart, uninstall/reinstall square app, turn router and printer on and off. 

Please fix this problem ASAP. 

Thanks