(Known Issue 9.9.23) Square Register and printing order tickets, Sticky Label Printer

[jcgjupiter]

The title of this thread has been edited by a Square Moderator from the original: "Square Register and printing order tickets"

I have a Star TSP654IISK (Ethernet) Sticky Label Printer that has been working fine for 2 years. Print single item stubs, one at a time. If someone ordered 4 drinks, #1 would print, then when pulled out the #2 would print and so on. About a week ago Only #1 stub would print and the other drinks would not. They would show as a "Failed to Print" error in Square Register. Which you can reprint the remaining stubs and they will print this way.  I have tried everything imagineable for days. We had to change the setting to print one long stubs on single ticket and we have to cut with scissors to place on the cups. After replacing the router, and replacing a hub with a Switch, still not work. I finally oredered a new printer ($450.00) because I thought the taken sensor was bad. Same problem with brand new printer. So I know the problem lies within square register. There is one thing I noticed that square must have changed in the latest update.  This is gonna sound weird but 2 years ago when I added the printer for order stubs I hated how huge the tickets were, naturally I had selected "Compact tickets" but experimenting I removed the printer station name from settings just leaving it blank. All my printer stations have names but this one I kept blank which actually made the tickets a little smaller.  But now at some point square gave this printer a name (name of my business).  and the software will not let me remove the name and same. I can change the name but I cannot backspace and delte all characters and save.  

  I do not know if that has anything to do with Register not printing seperate order sticky stubs, and printing them as we tear them away from the printer.  This is a big problem that has really cost me money and countless hours.  Does anyone have a clue what might be causing this?

[justinmh · Accepted solution]

Hello @_Violet we went to the star micronics link and disabling the printer hold setting fixed our problem, thank you!

[justinmh]

We have a square register that is using the Star TSP654IISK Sticky Label Printer. When we have orders for multiple items the printer prints the first item ticket and then fails to print the rest.

For example if we have three drink orders we will have three tickets print out, one for each drink. However now only the first drink item prints and then we get a failed to print message.

The printer worked perfect until we decided to do online orders, the online orders print from the same printer as the in-store orders. Once online orders started that is when we had the printer issues. The printer error isn't telling us any information besides the fact that there is an error.

has anyone else had this issue or any advice on how to resolve this issue.

Thank you

[_Violet]

Hi @justinmh - I'm sorry to hear that this issue with your order tickets has brought you to the Seller Community.

I went ahead and merged your post to an existing thread where other Square Sellers have discussed this issue as well. 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. 

This is actually a known issue that our engineers are currently working on. Please see the response from me on the thread that was marked as the Best Answer for more details.

I hope this information is helpful but please do let me know if you have any additional questions.

[_Violet]

Hi there, @jcgjupiter and @greatnorthern - I'm sorry to hear that this issue has brought you to the Seller Community. This certainly sounds frustrating 😔

Earlier today, we received confirmation from our engineers that Star TSP654 printers are missing tickets and not printing full orders when the settings are configured to print multiple tickets per order. They are aware of this issue and are currently investigating a solution. I'm keeping an eye on this issue so I will let you know once we have confirmed that this has been resolved.

I appreciate your patience and understanding in the meantime!

[greatnorthern]

Our sticky label printer only prints the first drink on the ticket now. Been using it seamless for almost 6 months. 3 days ago it stopped printing all the drink orders on one ticket. I’ve done all the standard - unplug, reset, update, uninstall… no success yet 

[jcgjupiter]

Hi,   as a last resort,  I waited till a day we were closed (yesterday) and I did a factory reset of the Square Register (after recording all settings)  and this fixed the proble. At least I tested with 1 cash order of multiple items it worked printing 1 order stub at a time.. Hopefully it will keep working, I will know on wednesdy when we reopen. 

[jcgjupiter]

Hi,   as a last resort,  I waited till a day we were closed (yesterday) and I did a factory reset of the Square Register (after recording all settings)  and this fixed the proble. At least I tested with 1 cash order of multiple items it worked printing 1 order stub at a time.. Hopefully it will keep working, I will know on wednesdy when we reopen. 

[RootedCoffeeCo]

Any update? I called in about this issue on 9/9, we've been having the issue since 9/6. I performed a factory reset on all of our registers and the issue still persists. 

[_Violet]

Thanks for following up here, @jcgjupiter and @RootedCoffeeCo 

Our engineers are still working towards a fix for this issue. In the meantime, there is a workaround for this. You can follow the steps highlighted in this link from Star Micronics to disable the paper hold sensor that is causing this error.

I'll be sure to provide another update here once I receive more info from the engineering team. Thanks again for your continued patience 🙏

[justinmh · Accepted solution]

Hello @_Violet we went to the star micronics link and disabling the printer hold setting fixed our problem, thank you!

[LooneyBean]

Hello @justinmh could you break down how you fixed this problem with the hold settings?

[justinmh]

We did the following steps with the receipt printer:

1.) Power printer [ON] and open the paper cover

2.) Press and hold the [FEED] button for 5 seconds or until the (red) ERROR light flashes rapidly (0.5 sec intervals)

3.) To disable or enable the ticket Hold setting, press the [FEED] button until the desired setting is displayed, RED = disable and GREEN = Enabled, and close the paper cover.

4.) The printer will automatically print a self-test indicating the new status.

5.) Power printer [OFF] and [ON] to save settings.

Hope this helps - the link that @_Violet provided in the thread is very helpful as well

[LooneyBean]

Thank you!!!!

Just when I was about to throw my square system in the pit of despair you saved me with this thread.

If it wasn't for the quarterly square meltdowns I would stay with square but here we are today with a total system failure... 

[ashk1212]

Hi Justin. There was an update today and now all my tickets are coming out together and not one at a time. I’ve tried to togggle taken sensor on and off. Same result. Any solutions to this?

[Lou8]

Hi @ashk1212, thanks for posting.

I'm sorry to hear you're having issues with the printer following the new Register update. If you've gone through all the troubleshooting steps mentioned in this thread, I'd suggest reaching out to our Support Team by email or phone. They'll be able to escalate this to our engineering team if needed. 

[TruedanSoCal]

We are having the EXACT same issue with our POS + Star Sticky Label Printer.  Worked fine until last week.

- If you take orders with an iPhone or iPad, print in-person orders from there, no problem.

- I set the POS to factory default, and it worked for about a day, then it's broken again.

- Called support, and their answer was "known issue, no fix"

[_Violet]

Hi all @jcgjupiter @greatnorthern @RootedCoffeeCo @justinmh @TruedanSoCal  - I'm back with another update.

Our engineers are currently rolling out a software update for Square Registers, version 6.26. This update started rolling out last night and I've asked the engineering team to let me know once it has rolled out to 100% of Sellers. But you're welcome to check for the update to see if it's currently available for your Register.

I will share another update here once engineering has confirmed the rollout is at 100%. Thanks!

[_Violet · Accepted solution]

Hi all @jcgjupiter @greatnorthern @RootedCoffeeCo @justinmh @TruedanSoCal  - The 6.26 Point of Sale app update is now available for 100% of impacted Sellers on Android devices. However, the software update to 6.26 for those of you on Square Register should be available on 9/21.

Please let me know if you have any additional questions!