System updates

We’re experiencing issues that may affect your Square services. We’ll continue to update our status page with more information.


Printer Troubleshooting

If you have trouble printing receipts, use the following tips for Ethernet and WiFi interface, USB interface and Bluetooth receipt printers.

If you are having trouble with Square Terminal’s built-in receipt printer, check out Square Terminal troubleshooting.

Troubleshoot Ethernet and WiFi Interface Receipt Printers

  • Turn your device’s Wi-Fi off and then on again.

  • Turn your device completely off and then back on.

  • Turn your receipt printer off and unplug all cables. Plug all cables back in and turn the receipt printer on.

  • Make sure the receipt printer is fully plugged in and a roll of paper is in the printer.

  • Make sure that your Ethernet cable is connected to the right piece of hardware. You may need to switch the direction of the cable.

  • Turn your Wi-Fi router off and then on again.

  • Ensure the Wi-Fi router is working and that your device is connected.

  • Ensure that the Ethernet cable connecting the receipt printer to the Wi-Fi router is properly connected to the Ethernet port on each device.

  • For iOS devices, Square needs access to your local network in order to connect to network printers. Toggle ON for Local Network in your device Settings > Square > Local Network to enable access, then relaunch the Square app.

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.

Often printer errors are due to connectivity or Wi-Fi issues. If you continue to have trouble, please contact your wireless router manufacturer for troubleshooting tips.

How to Identify an Ethernet or Wi-Fi Printer

Under the printer icon, there is a long sequence of numbers (example: 123.456.78) – this is the printer’s IP address. You can identify an Ethernet or Wi-Fi printer based on these numbers so you can always know which printer is which. To print out the IP address for the printer:

  1. Turn off the Star Micronics or Epson printer.

  2. Press and hold the feed button.

  3. Turn the printer back on.

  4. Continue to hold the feed button until the Network Configuration report prints out.

  5. Check the IP address on the printed report to make sure it matches the IP address listed for the printer in the Point of Sale app.

Some Epson network printers, such as the Epson TM-U220 model kitchen printer, may be using an outdated ethernet interface (UB-E02) which is not supported by the Epson software development kit. If so, the printer may no longer be supported. Try some additional troubleshooting steps below.

To get started, you’ll need to print out the printer’s status sheet or dynamic status sheet.

For the status sheet:

1. Turn the printer off.
2. Press and hold the feed button.
3. Turn the printer back on while holding the feed button.
4. Let the status sheet print then power cycle the printer again.

For the dynamic status sheet:

1. Press and hold the little button on the back of the ethernet interface card (pen or pencil) for 5 seconds then let go.
2. After a few seconds the dynamic status sheet will print.
3. Do not hold this button for longer than 10 seconds, as it will factory reset the card.

On the status sheet, look under the Hardware Version section for additional information. If the sheet says 2.00, then you are using the UB-E02 adapter by Epson, which is no longer supported by the manufacturer. To use this printer, you must purchase a new interface card (recommended E03 or E04), which can be verified via the dynamic report printout again, with the E0 version printed on the ticket.

Troubleshoot Bluetooth Receipt Printers

  • Make sure the printer isn’t already paired to another device.

  • Turn your iPad’s Bluetooth setting off and then on again.​

  • If you have the SM-S220i or SM-T300i printer, confirm that the printer is set to Bluetooth (iAP) mode. To do so:

    1. Press and hold MODE for at least 5 seconds.

    2. After the ERROR LED flashes five times, you can configure the settings.

    3. The current mode will appear on the display.

    4. Press MODE once to change to “Bluetooth (iAP)” instead of Bluetooth.

If you continue to have trouble with your Bluetooth printer, contact the manufacturer for more information.

For additional troubleshooting tips for your iPad’s Bluetooth connection, visit Apple’s website.

Troubleshoot USB Interface Receipt Printers

USB Printer and Square Stand

If you’re having trouble with a USB receipt printer and Square Stand, review these Square Stand troubleshooting tips.

USB Printer and Square Register

For troubleshooting specifically for your Square Register, check out our Square Register troubleshooting page.

USB Printer and Android Devices

If you’re having trouble with a USB receipt printer connected to an Android device:

  • Ensure the USB printer is plugged into an AC outlet.

  • Ensure the USB printer is firmly connected to your Android device via a USB cable and an On-The-Go adapter.

  • Make sure there’s a roll of thermal receipt paper in the printer. 

  • Turn your device completely off and then back on.

  • Delete and reinstall the Square Point of Sale app.

  • Turn your receipt printer off and unplug all cables. Plug all cables back in and turn the receipt printer on.

Epson Printers

While the steps can differ slightly between Epson models, try these steps below to get you back up and running:

  1. Hold down the paper feed button while turning the printer on, this will prompt the printer to run a test print.

  2. Once the test prints, hold down the feed button for 3 seconds. You will see the “Mode Selection menu” print and you’ll see “Customize Value Settings”.

  3. To select “Customize Value Settings” press the feed button 3 times in rapid succession and the hold.

  4. Another menu will appear, select USB Interface Settings. To do so, press the feed button 11 times in rapid succession and the hold.

  5. From the next menu, select “Printer Class” by pressing the feed button twice and holding.

  6. Your settings will be saved.

  7. Restart the printer.

Compatible Paper Width

On iOS devices, you have the ability to change paper roll size.

You can select the printer width through the Square Point of Sale app:

  1. Tap More > Settings.

  2. Tap Hardware and select the printer. 

  3. Under Printer settings > Paper size, tap Change.

Note: Changing printer width to 40 or 58mm and then back to 80mm may cause damage to your printer. Check your printer’s manufacturer guidelines before you change paper size.

Learn more about: Square Hardware

Can't find what you need?