Online Order Tickets NOT Printing

[HighGrainBrew]

Orders placed in my online store do not print to any of my kitchen or bar printers.  How do I enable printing?

[JustinC]

Hmm, something seems off. Did the order print later that day after the customer came in for pickup? Orders print off according to prep times, so the only reason an order won't print is if the customer arrived earlier than the allotted prep time.

If this wasn't the case, reach out to our Ecom Team to check for sure. @spudsgrill

[MartinGMartin]

Two months ago, after spending six hours reading so much of seller community here for "research," I came to the conclusion that using Square was not worth it. Not because of the many bugs people are reporting, but the fact that Square was not created with the end user in mind. Functions Square does not offer through their programming and such only adds frustration. I found another POS that integrates everything I need that Square does not. Sorry, Square, I love your system but as a business owner, other POS systems have features and address issues and concerns that do not take eight weeks to resolve.

[vickyaustin]

@JustinC - it's ridiculous that on this support community, instead of helping us solve things, you send us running off in different directions trying to find someone who can give us a solution. It's frustrating. 

@MartinGMartin - who did you switch to? 

[Julie2021]

We had previous used only an ipad to ring orders through. We did not experience any printing issues with online orders. BUT, we installed the new Square POS unit yesterday, and we've been having tons of issues ever since. I haven't gone through the entire list of of things to try yet, but I do feel like this is total bull**bleep** it hasn't been solved yet. We are a busy cafe. We had at least people show up today for pick-up and their order never printed to the BOH printer. 

Get your **bleep** together Square. We're all struggling out here, and you're making it worse. 

[mudelhofen]

Hello,

I was hoping to get some suggestions on a delay in kitchen print outs at times for a client of ours.  They are seeing a random delay on the kitchen line printers from the orders on the restaurant app. 

A server will put table order A through it will print.

Then the server a few minutes later will put table order B through

Then the server a few minutes later will put table order C through.

Order A prints, then order C prints, and then 15 minutes later order B will randomly print finally. Out of order and delayed.

We've whitelisted the iPads and the receipt printers on our network and also added QoS rules for the square app for highest priority on our network, both on the LAN and Wireless LAN.

Our network LAN has plenty of bandwidth available. With checking our system logs on the network, we are not seeing any latency issues or connections issues from the iPads or the receipt printers.  

Any suggestions appreciated. 

[nika]

Hey @mudelhofen- Thanks for flagging this issue. Looks like some other sellers were having a similar problem on this thread and shared some steps that worked for them. However if you're still not able to get this working properly, please give our Support Team a call.

[xyz]

By no means a specialist - but have you drilled in to the individual items on each of the checks.  Item prep time can be set for the business as a whole, as well as adjusted individually in each item setting.

If all the food items on check A have a default 10 min prep time, then all check C food items are 10 minutes, but check B menu items have 5 minute prep times....

When entered as A - B - C - they will print as A - C - B because the system thinks the 5 min items are a shorter prep time.

When it occurs - drill in to each menu item and compare the prep time settings.

[crystaltous]

Is there a way to print multiple orders at once, not shipping labels. I want to be able to double check the orders as I pack them for pick up and make sure I have included all of the items ordered.

[Kassi_]

Hey there, @crystaltous - 

I moved your post to a thread where this question has been answered. 

Check out the Best Answer by @AshleyK!

Please let me know if you have any other questions. 

[crystaltous]

I don't have any of the options that you show in your instructions and we are not using a kitchen printer as we aren't a restaurant. Any way to just print all orders?

[JustinC]

There isn't a batch print feature for orders available but you can set your printer to automatically print orders as they come. You don't need a kitchen printer, any supported receipt printer will do. Try these steps:

1. From the navigation panel, navigate to Settings > Hardware>Printers.

2. Set up your Printer by setting up the printer name.

3. Under Use this printer for, tap on Online order tickets.

4. Toggle on this printer for online order tickets to allow the printer to print order tickets as your customers place orders online.

5. Toggle on “Automatically Print New Orders.” Turning this allows the printer to print tickets when they come in.

[ZachN]

As mentioned previously - this needs to be addressed. Online orders (using the square online store) DO automatically print. But only when the prep time is reached. This is an absolute pain when we are busy. 

there NEEDS to be a way to toggle on auto printing IMMEDIATELY when the order is placed. Regardless of prep time. 

(if someone places an order online at 3:00pm for a pickup at 6:00pm, and our prep time is set to 20min - the ticket prints at 5:40pm. This is not an ideal - or even relatively good - feature. We need to have the ticket AUTO PRINT at 3:00pm)

the mods read this, the engineers read this, the customer support members read this. Stop pointing fingers at your teammates and fix this for your clients. You’re not just hurting us, the consumers. You’re hurting yourselves when people leave your platform. It’s a very simple function to add. This thread alone has more than enough support for adding the function. Have a coder spend a day and plop it into the software. 

[xyz]

The only solution we have found is to reduce all cook times to zero. In your example - the ticket would print WHEN ORDERED - just have to train team to pay attention to pick up times.... 

there are places in individual item settings to increase prep times on a per item basis.

also - there is a place to change how many orders per some particular time block..... :10 or :15 minutes.... may need to adjust that if all your customers want to order for 6pm and your cook time is set to zero.

[Josephwigton]

Is there a way to print tickets when the ipad with square stand is locked? Ipad only had timeout max of 15 minutes or never. I want the screen to turn off when it isn't active for a while.

When it goes dark, it no longer prints tickets. We will get an order and it will not print until the ipad is woken up. I would really like to correct this, as a slow day staff is busy with other work.

Until they need the register, they might miss an order past the pickup time. Leaving the screen on it not an option. There is no way to turn it off manually in the stand and overnight it will get too hot in the long run of never going dark.

[JustinC]

Ah, I see. The only workaround available in this case would be to leave the iPad awake to accept orders during closed hours. 

@Josephwigton

[Josephwigton]

First off, we don't use square for restaurants. Not sure how it got moved here. We use the normal app. My question wasn't about closed hours, it was about slow times. I can set the screen to be always on. Is an ipad meant to be on 24/7 without overheating or degrading excessively? If so, I will try just leaving it on and expect no melting or fires. My last battery melted.

[JustinC]

I moved you to this thread because the answer to your question is found here since another Seller asked it before, which we explained that you need to keep your iPad awake so orders can print. 

@Josephwigton

[HomeFriteNYC]

Hi we are a restaurant which caters to a lot of volume. We are integrated with Cuboh, a company that injects orders from delivery platforms to square. However, especially on busy times, our square POS suddenly stops printing on all KDS and receipt printer. This happens sporadically and it affects our business gravely. Is this a limitation of Square? Also, upon locating the transaction in square, we couldnt reprint the tickets manually anymore, so our staff would have to put them again manually. Please we need help as this makes people, drivers angry. Advanced thanks!

[HomeFriteNYC]

Hi we are a restaurant which caters to a lot of volume. We are integrated with Cuboh, a company that injects orders from delivery platforms to square. However, especially on busy times, our square POS suddenly stops printing on all KDS and receipt printer. This happens sporadically and it affects our business gravely. Is this a limitation of Square? Also, upon locating the transaction in square, we couldnt reprint the tickets manually anymore, so our staff would have to put them again manually. Please we need help as this makes people, drivers angry. Advanced thanks!