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Advanced Printer Troubleshooting

Locate your printer issue and follow the associated troubleshooting options. Some of the suggestions below may require repeating the steps.

My printer is printing duplicate online order tickets.

If you are receiving duplicates of your online order tickets from one or more printers, there may be an issue with your printer profile settings.

Printer profile settings are shared across all devices that are assigned to the profile. This can cause multiple copies to be printed if more than one printer profile has order tickets enabled, or if multiple Point of Sale devices have the same printer profile (with online orders enabled) assigned to a printer.

Multiple POS devices under one shared printer profile:

if multiple Point of Sale devices share the same printer profile that has online order tickets enabled, each device will send a copy of the online order to the printer – resulting in duplicate tickets.

To resolve this issue, you will need only one printer profile (with online order tickets enabled) assigned to only one point of sale device and one printer. All other printer profiles should not have online order tickets enabled. You can do this from either your Square Point of Sale app or from your online Square Dashboard.

How to resolve from your Square Point of Sale app:

  1. tap More > Settings > Hardware > Printers > Profiles.
  2. Select the printer profile’s name, tap Edit and turn online order tickets off.
  3. Tap Save.
  4. Ensure that only one printer profile has the online order tickets setting enabled. This printer profile will be dedicated to online order tickets only. Do not enable any other receipts, tickets or stubs. Tap Assign printer and select only one printer from only one Point of Sale device in that location.

How to resolve from your online Square Dashboard:

  1. click Settings > Devices > Printer profiles.
  2. Select the printer profile’s name, tap Edit and turn online order tickets off.
  3. Tap Save.
  4. Ensure that only one printer profile has the online order tickets setting enabled. This printer profile will be dedicated to online order tickets only. Do not enable any other receipts, tickets or stubs. Tap Assign printer and select only one printer from only one Point of Sale device in that location.

Duplicate Printer Profile 1

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Multiple printer profiles assigned:

duplicate copies can occur when two (or more) printer profiles – both with enabled online order tickets – are set to the same or different printers from a single point of sale device.
Each printer profile will produce its own copy of an online order, even if they are assigned to a single printer.

You can resolve this issue in two ways: remove online order tickets from all printer profiles except for one and assign that single profile to only one printer from one POS device. Or you can remove online order tickets from all printer profiles and create a brand new profile that will be dedicated to online order tickets. You can do this from either your Square Point of Sale app or from your online Square Dashboard.

How to resolve from your Square Point of Sale app:

  1. tap More > Settings > Hardware > Printers > Profiles.
  2. Select the printer profile’s name, tap Edit and turn online order tickets off.
  3. Tap Save.

How to resolve from your online Square Dashboard:

  1. click Settings > Devices > Printer profiles.
  2. Select the printer profile’s name, tap Edit and turn online order tickets off.
  3. Tap Save.

Alternatively, you can also ‘disable’ profiles, within each POS device, to temporarily pause printing with those settings. This can also resolve the issue, although is not recommended as a long-term solution.

Duplicate Printer Profiles 2

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My printer is printing duplicate in-person order tickets.

  1. Double check in your POS that you or a team member are not creating multiple order tickets by accident. Duplicate order creation can happen if you integrate your Restaurants POS app with a partnership app. If you are having issues with a partnership app, contact their customer support team.
  2. Double check the categories set for each printer profile.
  3. Force quit and reopen your Square for Restaurants POS app.
  4. Restart your device and reopen your Square for Restaurants app.

My new printer won’t connect.

For printers that connect through Bluetooth and Wi-Fi network: 1. Download the Epson app or the Star app and check if your printer is discoverable. If your printer is not detected by the app, check the manufacturer’s documentation to make sure the printer is correctly configured and has access to your network.

  1. Check that your device name matches one from the list below. If your device name does not match, overwrite the device name on your printer to the model name of the printer.

Epson Printer Identifiers:

  • Epson TM-m10
  • Epson TM-m30
  • Epson TM-m30II
  • Epson TM-m30II-H
  • Epson TM-m30II-NT
  • Epson TM-m50
  • Epson TM-L100
  • Epson TM-U220
  • Epson TM-T20
  • Epson TM-T20II
  • Epson TM-T20III
  • Epson TM-T20X
  • Epson TM-T88V
  • Epson TM-T82II
  • Epson TM-T82IIIL

Star Printer identifiers:

  • Star SM-T300i
  • Star SM-S210i
  • Star SM-S210i
  • Star SM-S230i
  • Star mPOP-10
  • Fresh KDS
  • Star FVP10
  • Star DK-AirCash
  • Star SP712
  • Star SP742
  • Star TSP113
  • Star TSP143
  • Star TSP143III
  • Star TSP651
  • Star TSP743II
  • Star MCP20
  • Star MCP30
  • Star MCP31
  • Star TSP654SK
  • Star TSP654II
  • Star TSP654
  • Star TSP654IISK
  • Star TSP654II
  • Star TSP743II
  • Star TSP113ECO
  • Star TSP113GT
  • Star TSP113
  • Star TSP143ECO
  • Star TSP143GT

My printer is disconnecting.

  1. Use a USB printer for printing receipts instead of a Bluetooth or other wireless printer. Close and reopen your Square Point of Sale app on your device. When you reopen the Square app, your device will attempt to reconnect to any available printers.
  2. Check connectivity using the Test Print feature from your POS.
  3. If using a Wi-Fi/LAN printer:

  • verify the POS is connected to the network, if Wi-Fi, make sure the POS and Printer are always on the same network.
  • If using a wireless printer, disconnect and reconnect your printer to your Wi-Fi.
  • If your business is sharing Wi-Fi with your patrons, your bandwidth may be at capacity. Set up separate Wi-Fi for your business and your customers. For information about your Wi-Fi bandwidth, contact your internet service provider.
  • If your wireless printers and other devices are spread across a large area, set up access points for your devices. Access points should be hardwired and not wireless. For information on setting up access points, contact your internet service provider.
  • Set up static IP from your point of sale and change the static IP address of your Epson or Star printer.

My printer has a printing delay.

  1. If you are using a Bluetooth printer:
    • Move your printer closer to your POS for stronger Bluetooth
  2. If you use a Wi-Fi Printer:
    • Move the POS and printer closer to the router for stronger Wi-Fi signal.
    • Check your local network setup and make sure your router has not moved or disconnected. A local area network (LAN) is a collection of devices connected together in one physical location.

My printer is only printing some of the orders.

  1. If you use categories for your items, they may not be properly set up. Learn more about assigning categories to printers.
  2. You may have poor network connectivity. Follow the suggestions in the ‘My printer is disconnecting’ section above.
  3. Your POS device may not have enough memory available. Clear space in your device memory by deleting unnecessary apps or files.

My printer is only printing one type of order (in-person or online).

  1. Check your printer settings in the Square for Restaurants app to confirm you are sending orders to your preferred printer.
  2. If your app is running in the background on your device, USB printers may disconnect from the Restaurants POS app. Force quit and reopen your app.
  3. If you are using a printer connected with Wi-Fi, connect it via Ethernet or Bluetooth to maintain the connection.

My point of sale is losing my printer profiles.

  1. If you recently created a new Square account, you no longer have access to the printer profiles you created on your old account and you will need to create new profiles. Learn how to create a printer profile.
  2. If your iOS device has low disk space, your Restaurants POS app may disconnect. Try clearing space on your iOS device by deleting unnecessary apps or files.

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