Printers Connecting and Disconnecting--Almost Constantly--HELP!

[eatshighland]

We are running Square (version 5.32.1 [5321001]) on an iPad (6th Generation, iOS version 12.3.1) in a Square Stand.  Sometimes the printers work fine--for days and weeks on end--then "Printer Disconnected" usually followed by "Printer Reconnected".  Argh!  The worst part is that we only know that the printer is NOT going to work right after we ring up our first customer.

I have uninstalled and reinstalled the Square app (more times than I can count), restarted the iPad by holding down the power button, powered everything off (one at a time and also by powering off the UPS which powers down everything), disconnected the ethernet cables and reconnected them (and even switched them), etc.  We added the uninterruptible power supply (UPS) in hopes that that would fix the issue by isolating everything from power surges and drops but it does not appear to affected the issue at all.

We are looking at upgrading to iOS 13.x but would rather fix the issue with the current iOS (and then sit tight, I hate riding the bleeding edge of technology) but will upgrade if I have to to fix the issue...

Thanks and...HELP!

[Kassi_]

Hey there @eatshighland -

Thank you for reaching out in the Seller Community!

Do you have other 3rd party devices you use with the Stand? If, so are you having issues with them too? 

I will keep an eye out for your reply. 

[eatshighland]

Just the printers:

Star Micronics Star TSP100III (TSP143IIILAN WT US)

and

Star Micronics SP700 Star SP742ME-GRY-US Impact Printer

They both exhibit this behavior.  Right now I have the TSP100III working but I don't know for how long...or why it started to work again.

[isabelle]

Hey @eatshighland-

Stepping in for @Kassi_ here. 

I know you've already tried some of the following steps, but I'm going to list them as suggestions anyway, just to make sure we've covered everything. These troubleshooting steps are specific to ethernet printers. I have bolded the troubleshooting steps that have worked best for me in the past:

1. Turn your device’s Wi-Fi off and then on again.
2. Turn your device completely off and then back on.
3. Turn your receipt printer off and unplug all cables. Plug all cables back in and turn the receipt printer on.
4. Make sure the receipt printer is fully plugged in and a roll of paper is in the printer.
5. Make sure that your Ethernet cable is connected to the right piece of hardware. You may need to switch the direction of the cable.
6. Turn your Wi-Fi router off and then on again.
7. Ensure the Wi-Fi router is working and that your iPad is connected to the correct network.
8. Ensure that the Ethernet cable connecting the receipt printer to the Wi-Fi router is properly connected to the Ethernet port on each device.

It's important that the iPad remains connected to the same WiFi network that is coming from the router that the ethernet printer is plugged into. I've found in the past that some establishments that have multiple WiFi networks (ex. WifiNetwork 5-g, WifiNetwork 3-g, Guest) have more issues with this because the iPad cannot identify the printer unless they are on the same exact network as the ethernet printer at all times. 

If you are using the Star SP742 printer, you’ll want to double check that your printer is configured correctly. To reset the configuration:

1. Disconnect all cables from your printer and ensure that the printer is powered off.
2. Flip your printer over and locate your DIP switch cover. (It’s located next to the product label and is kept closed by a single screw.)
3. Remove the cover to see the 8 DIP switches.
4. Flip switch 4 and replace the cover.
5. Plug all cables back in and power on your printer.

I hope this information is helpful. If this continues to occur, please contact our Support Team. If one of these suggestions resolves your issue, please feel free to post back in this thread so other sellers with the same issue can see what worked for you. Thank you! 

[eatshighland]

Done.

Edit:  After the dip switch didn't work i flipped it back to its original position.  What does the #4 dip switch do exactly?

[isabelle]

Hey @eatshighland-

Meaning you've tried all of those steps? Did they work?

Edit: Sorry! Now I see your edit. The DIP switch position changes the operating mode of a device, in your case, the printer. 

[eatshighland]

And nothing worked 😞

What does the dip switch do to the printer?  and should it be left in the new position or returned to the original position (which I did)?

[isabelle]

Hi @eatshighland-

According to instructions from the manufacturer, it should stay switched. 

Do you have multiple WiFi networks by chance? (ex. WifiNetwork 5-g, WifiNetwork 3-g, Guest) .

[eatshighland]

I will flip it back.  What exactly does it change?  Re wifi, only one network.  And the printers are connected via ethernet cable.

Edit:  Flipping it back did not seem to work.  This did not surprise me as flipping it the first time did nothing--which I why I flipped it back.  It worked for a long time flipped the wrong way so I do not know why it needs to be flipped.  But c'est la vie...

Edit:  To clarify, the dip switch is now in the 'flipped' position.  thanks!

[isabelle]

Hey @eatshighland-

Thanks for working with me and trying those troubleshooting steps. Any updates? Have things changed?

Let me know. 

[eatshighland]

No updates, printer still not working (and I am holding my breath that the other one will continue working).  If I can't fix this I may have to get another POS.  I cannot have the printers crashing on me--and in this case stay broken--at random times and days.  It is insane.  Any further troubleshooting?  Or could it be the Square stand or anything else?  

What is the optimal iOS version for the latest version of the Square app?

[isabelle]

Thanks for checking back in @eatshighland. 

I appreciate your efforts here. I'm starting to think it could be the printer itself. Have you contacted Star Micronics yet (the manufacturer)? 

You can contact the Star Micronics Support Team directly at: 1-800-782-7636, enter 995 if asked for an extension.

The app is updated accordingly to coincide with the latest version of iOS (which is 13.1). I would try to ensure that your iPad is up to date. So sorry you've had to experience this! 

[eatshighland]

If you recommend that I update the iPad to iOS 13.1 I will.  I just don't want that to introduce additional issues.  I come from a corp background, Fortune 50 type company, and we always stay away from the 'bleeding edge'.  I internalized that philosophy and try to stay with what works--not necessarily the latest version.  You want me to update to iOS 13.1 at this time?  Thanks.

[isabelle]

Hey @eatshighland.

Thanks for your reply. I would definitely suggest updating the device's iOS. 

Let me know how that goes. Thanks for your time, and sorry about this again! 

[porqueno]

We are having this exact issue with our TSP1000iii printer. We have tried every troubleshooting step listed (except the dip switch, because we aren't currently experiencing this issue with our impact printer). @eatshighland do you have Comcast, by chance? We heard from another restaurant that it may be a compatibility issue with the Comcast router. We unplugged Comcast and are using our backup internet (DSL, slower, not ideal) and sure enough it seems to have "fixed" the issue. But now we need to figure out how to run on Comcast again, since it's much faster and for some VPN access issues. 

[porqueno]

Editing my previous suggestion that Comcast was the root...it's still happening on DSL 😞

[Burgermaster]

Im having the same issue printer keeps disconecting on square and uber tablet and other devices. Changed from t mobile to concast. And same issue. Using same wifinprinter

[JJ_]

If this happening on multiple devices then I would suggest reaching out to the printer manufacturer so they can look into why the printer is failing to stay connected @Burgermaster

[Burgermaster]

I have the same issue, comcast then netgear router, then star micronics tsp100 wifi and 3 ipads wiyh square plus uber and my website online orders tablets.  Every keepa disconeccting every other day. 

[cafeADAM2006]

Hi, we are having the same issue for the last 9 month and it is getting worse. Did any of you find THE problem? Please help , my staff is ready to quit!

[vjunco]

I am having the same problem with the exact printers listed above! We are ready to look for other POS's. It is beyond frustrating.