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!

[Bhcbistro]

We have the same issue. Printers randomly disconnect from tablets and we dont find out until a customer has waited forever for food that wasnt being made. It is beyond frustrating. we usually have to reset the ipad to fix the issue. 

[Uchu]

We have same problems here, all the handhelds and even POS are losing all the printer setup at any time and wont send tickets to printers.  We fixed them with correct printer configures and at anytime, they could lose all the fixes and became "Not configured".   We are on latest 5.9.2.1 and IpadOS 15.5.  Square support sucks and the guy that supposed to be account manager disappeared and we got no help at all.  Pretty much stuck!!!  Square sucks

[Arie]

Hi @Uchu,

Thank you for reaching out and sorry to hear about the frustrating experience with your printers. Can you tell us a bit more about your printer set up, e.g are the ethernet or USB printers? We might be able to help with some other troubleshooting steps. 

[MayaP]

Hi @Uchu,

Stepping in for Arie while she is out. Sorry again about all this trouble! 

I moved this post to a private thread so we can discuss account specifics. 

Yes, please provide any pictures if you can. Also when you contacted support was a ticket filed?

I will investigate and look further on my end as well. 

[Uchu]

The printers are Ethernet cat5 with static IP.  It’s started out with handheld mini iPads and now iPads intermittently are losing printer configurations. It happens  every day now.  Once I set up all configurations correctly for kitchen, sushi, bar printers.   iPads and handhelds mini-iPads can lose all the setup at anytime and the printers will become unconfig or reconnect states. Orders will get lost for awhile until we tried to find them, customers **bleep**ed off, employee **bleep**ed off and I lost a lot money 
if you can provide me your email, I could send some picture details

[MayaP]

Hi @Uchu. 

Just checking in, is the issue still happening?