Sp742 Kitchen Printer Issue - Intermittently not printing tickets

[bakery702]

Using an Sp742 for our kitchen printer. The last week it started to intermittently fail to print tickets. We are using a static IP and have been doing this for years. I changed out the printer but it continues to happen. It’s not a Wi-Fi issue as I can see that the device stays connected and the gateway has been restarted many times to no avail. Our workaround is to do a “print test” on the printer, and then reprint the ticket, which then prints. This is annoying and takes extra time, a problem for our high volume restaurant. Any relevant updates or solutions anyone can provide?

[MayaP]

Hello @bakery702  – Thanks for flagging this. I understand how frustrating it can be to take those extra steps, and I’d like to gather a few more details to better assist. Please see below:

1) Have you tried deleting and recreating the printer station? 

2) What app version is your register on? ( Tap ≡ More > Settings > Hardware > General. If you’re signed out, tap Change Settings > General> Tap About Square Register). 

3) Turn your Square POS device’s Wi-Fi off and then on again.

4) Turn your printer off and unplug all cables. Plug all cables back in and turn the printer on.

5) Factory reset your register ( Tap ≡ More > Settings > Hardware > General> Tap About Square Terminal/About Square Register > Factory Reset > Confirm Factory Reset). 

6) Check the guidance from your printer manufacturer and perform a factory reset of your printer.

&) Send a diagnotic report ( Tap ≡ More > Support > Troubleshooting > Tap Upload Support Ledger > Tap Send Diagnostic Report). 

I will tag some super sellers to share their input as well: @Donnie-M @tulanejeff @Getonthebus @vinesandrushes.

[Getonthebus · Accepted solution]

@MayaP is spot on with the info listed above. We also run a high volume kitchen and those tickets are vital. Take some time (on a slow day) and make sure you are using the latest version of Square on each device. Make sure your operating system is 100% up to date as well (if you are using iPads). If you have multiple wireless networks, make sure each device is on the network. And never be afraid to remove a device 100% from your network (remove the Square app) and reload it to your network. 

Sometimes we all need a little refresh and reconnect!

[MayaP]

Thank you! I agree, sometimes a refresh is needed. Hopefully your feedback helped! 🤞

@Getonthebus 

[Donnie-M]

@bakery702 Are you using the printer to print directly from the registers? or do you use KDS and the KDS prints your tickets?  Do you use your own router versus Xfinity, etc? and have you updated the firmware?

Are you hard wired or wifi?

This might not be the exact answer you want to hear, but I moved away from the impact 742 about a year ago for just straight thermal.  To be frank with you, It has been a much better experience.  The thermal paper does fine, the print is easier to read, and it is so much faster and I don't have to buy ribbons.  That might not be an option for you, but I would give it a trial run if you can.  Let me know and maybe we can narrow down what has changed.

[MayaP]

These are great follow-up questions! I am sorry to hear the 742 didn't end up working out for you in the end, but I am glad you were able to find a solution. Thanks again, I appreciate your input! 

@Donnie-M 

[tulanejeff]

@bakery702 This is frustrating for sure.

Are you using Square for Restaurants on Square Retail?

I know our issue was resolved on the Restaurants app -- which now has a feature that displays an error message when the print queue recognizes that a ticket failed to print.

[MayaP]

I appreciate the update @tulanejeff and glad this got resolved! 😊

[MayaP]

Hey @bakery702 thanks so much for your patience! I hope the suggestions below helped you resolve the issue.

If you’re still running into any problems, please let me know and I’ll be happy to help further.