Double receipts when closing drawer

[alexandriak]

With the new cash management features I've been noticing that when I close a drawer it double prints the receipt AND the receipt is missing the end drawer date. I have to manually write the date and time. Is anyone else seeing this?

[JJ_]

Hello there @alexnadriak 

I haven't seen any other similar reports. Would you mind sharing an photo of how the receipt is printed and how it should look like? 

Also, to get ahead of the game a bit here, can you please share which Device (Make, Model, OS version) you're experiencing this and if the Square Point of Sale is up-to-date?

[alexandriak]

Hi there! 


So the receipts should look exactly like this BUT with the closing date at the top. So it should read August 19, 2024 at 9am - August 20, 2024 at 8:20am but you'll see that today's date when I ended the drawer isn't printed. It should also only print one copy but is printing two. We have one receipt printer.

iPad 8th gen, square register stand (the black and white swivel stand), iOS 17.2.  Square app is up to date. 

[alexandriak]

[RobynR]

@alexandriak, thank you for sharing the picture above. When your customers check out, are two receipts printing as well? Also, do you have multiple printer profiles set up on your iPad?

Check out this article for more information on Printer Profiles.

[alexandriak]

nope. just one receipt prints when a customer chooses that receipt option. 

only one printer profile is set up. 

[JJ_]

Thank you for the clarification here. Looks like the team recently released an update with bug fixes for the Square Point of Sale application. Can you confirm if your Square app is running version 6.49.2 or later? This definitely looks like bug, but I have been unable to locate other reports. 

If you are on the latest version then I would recommend uninstalling the Square App and installing it again (please do this at the close of day, so your drawer isn't affected as well as any pending payments).

[alexandriak]

thank you! It just pushed an update thru this morning so we'll see what happens!

[alexandriak]

even after the update it's still printing the double receipts and they still don't have the closing date and time of the drawer printed on them. I will try reinstalling the app friday.

[Candlestore]

@alexandriak ;

I had this issue before but I had my Receipt printer connected multiple ways.  I had it connected by USB and by Network.  I thought I was using 1 profile but I assigned the printer by 2 methods (USB and Network).  Once I unplugged the USB I was getting 1 Receipt and looked at my printer profile again and noticed I had this other profile.

Also check to see when the printer is printing Automatically or Manually.  Then check what all that Printer is suppose to print (Tickets Receipts etc), maybe if printing a Ticket and Receipt it prints 2.   Just using that for an example.  Maybe like Online Orders and Receipt.... why it would do that I have no idea but could it be the reason?? IDK  just giving you somethings to look at.

[alexandriak]

I'm going to check this as well today! thank you!

[alexandriak]

App is updated, settings checked. Still having this issue.

[Laurie_]

Hi again @alexandriak,

Thanks for going through all the troubleshooting steps, and I'm sorry to hear that the cash drawer receipt issue is still sticking around.

Since the issue is still happening, the next best step is to contact our Support Team directly. They’ll be able to replicate the issue on your Square account and, if necessary, escalate it to our engineering team for a closer look.

If you have any trouble reaching our phone Support Team at 1-855-700-6000 (Monday to Friday, from 6 AM to 6 PM Pacific Time), just let us know, and we'll ensure you're able to get in touch.

Once you connect with our team, feel free to update us on this thread with the solution - it could be helpful for other Sellers who might face the same issue!

[alexandriak]

thank you. I will give them a call asap.