why is my printer printing two receipts?

[farmsudz]

Hello!  We have two separate registers in our shop - both have the same settings for receipt printing (running on the same printer profile), but one of the square stands is printing two non-identical receipts.  We have rebooted the ipad, printer, our internet and compared the settings.  The first receipt that prints does not have item prices listed - the second receipt is a typical customer receipt.  We have tried everything we can think of - anyone have any ideas?

[Candlestore]

@farmsudz ;

Welcome to the sellers community as I see this is your first post.

Now on to your issue.

How is your Receipt printer connected to the stands?

USB or Network?

I know before Printer Profiles they coud only share a printer if the printer was a network Printer, which is why I ask.

The one receipt that has no Items listed is a Guest recipt, and since it is only happening when Stand 1 is ringing up a sale and Not when Stand 2 does it, sounds as though Stand 1 is asking for a Receipt through Printers profile and maybe in the settings also wants a Guest receipt.  I ony print out a receipt if my customers want a printed receipt, but did have the problem that my printer was printing a receipt and then a 'Mirrored' recipt.  The only way to read the Mirrored one was to hold it to a mirror.  My printer was connected via network and usb at the time.  My solution was to disconnect the USB and went to settings to only print a receipt when requested in my printer profile settings.  I will look at my settings tomorrow on my Stands to see what is checked and what is not checked that I get one receipt.

Here is how my Printer Profile is currently setup, :

Now I did notice I have 3 Printer Profiles and I can enable more than one at a time, you may want to check that too in your Square Dashboard.  Make sure on the Square Stand that you only have the 1 Printer Profile assigned on the stand that prints 2 receipts.

[farmsudz]

Hi Keith - Thanks for your time to help me figure this out!  The printer is connected via Bluetooth through the network.  The only option toggled on is 'receipts' and I have them set to manual.  I too only print a receipt if a customer asks for one. It isn't a mirrored receipt.  When I am back at the shop I'll grab some pictures to share what is printing out.  The odd 'receipt' prints out first, then the customer receipt.  Only 1 printer profile is assigned.  

Stay tuned for pics and thanks again!

Julie

[Candlestore]

@farmsudz ;

So I am at the store and looked on my Ipads.  

More > Settings > Hardware.

I was able to select a Receipt printer and select more than 1 Profile for that Square Stand.  But when I selet a Profile the settings for the 1 profile is to print Manually as above and the other Profile is to print automatically.  When I enabled 2 profiles one Stand 1, but only 1 profile on stand 2 I could replicate a similar oucome as to what you are getting.  

So when you say ALL settings are the same, which settings are you referring to?

That both Stands have only 1 profile assigned AND those settings are the same for that Profile?

Currently my stands show 3 Profiles 2 Disabled and 1 Enabled.

Can you attah screen shots of your settings?

[farmsudz]

Keith - Your help has been invaluable!!  USB and bluetooth both were alive and active.  I disabled the USB and - YES!  No second receipt!  Also - the one printer setting was set to the larger (80mm) receipt paper - so that's why it looked enlarged.  Thank you so very much.  Julie 🙂

[sayra]

Hello there, @farmsudz. 

Welcome to the Seller Community! 

We appreciate you reaching out. It seems you've taken several steps to troubleshoot the issue with the non-identical receipts on one of your Square stands. If none of the troubleshooting steps shared by @Candlestore work and since you've already rebooted the iPad, printer, and checked the settings we recommend giving our Support Team a call to take a closer look with you and possibly file a Support Ticket for our engineers if needed. You can give us a call at 855-700-6000 between 6am-6pm Pacific Time Monday-Friday.

We appreciate your cooperation and patience while we help you get this resolved.  

[farmsudz · Accepted solution]

Hi Sayra and Keith - here are my printer settings and the receipts that are printed when a customer requests a receipt.  The one on the left prints first - and is the one we would like to omit - the second is the customer receipt we are expecting.  The settings between our 2 square stands are identical, but only one of them has this issue with two receipts....  I'll call support tomorrow unless anyone has advice as to how to correct.  Thanks so much.  Julie

[Candlestore]

@farmsudz ;

Those are parts of the settings but if you look to the Right it says Edit.... this is a Link to more settings.

I will show you once I am at the store. and upload some pictures.

[Candlestore]

@farmsudz ;

Images for these settings below:

After pressing More > Hardware

Then Choose the Printer you need to adjust settings for.

Then in the above Screen you press the Printer you need to edit.  You should Only have one, I have 2 because I set it up as a USB at first.  Then you get the below image.  You may have 2 also if you have it as USB and Bluetooth for example.  I sometimes Enable my USB and Turn off my network printer if I am working on Network settings which is why I do not delete the USB printer settings.

On the Above Screen make sure you ONLY have 1 Profile.... If you have two you may need to repeat this or just Disable the other profile Like I have.  After choosing the Printer above you should have this screen which you uploaded above in your reply.  Choose the Profile you want to Edit, and tap the EDIT button on the right in the below picture.

After Pressing Edit you will get the Picture Below.

In the above Picture make sure ONLY Receipt is On, if you have Receipt and Ticket you would get 2.

[farmsudz]

Receipt on the left looks to be a magnified version of the one on the right.