Printer profile update in Dashboard not reflected in Square Register

[Amanda_Bierock]

Our Square Register randomly started printing all categories to our kitchen printer. I went into the Dashboard. It looked like all categories were selected, which is odd, but I fixed it, but those changes were not reflected in the Square Register. When looking at the profile on Square Register it doesn't give the option to select categories! I then deleted the profile and created a new one. Again, couldn't select categories in Square Register. But could in the Dashboard. But those selections aren't reflected in Square Register...no idea why. Tried shutting down and restarting. Also logging out and back in. Nothing is fixing it. This issue is NOT happening on our iPad that is running Square POS. It is only the Square Register showing the issue. (Also, it is forcing names on tickets when just doing a cash transaction. Obviously not a printer issue, but seems like maybe there is a larger issue going on with Square Register?)

[Alvieee]

This issue keeps happening in our restaurant, it started with the Square for Restaurant mobile app, all the categories printed in the kitchen printer and I couldn't modify the printer profile on the devices (it's either select all categories or none). I fixed it by reinstalling the app on the mobile (of cause needed to reset a device code for it). But today it happened again, not just the mobile devices but the square register! It is now complete chaos. I wish they could fix this issue immediately, otherwise, we will consider switching to other products. As a person with IT background, I found Square is not reliable and extremely hard to maintain especially every time they have done some changes/updates to the system.

[HanaleiBreadCo]

We have 3 square registers,  one updated to software version 6.46  and is now printing some categories (coffee) on ALL printers even though it is not supposed to print them on ANY printer.  This happened a few months ago , but then went away when the registers updated from software 6.41 to 6.41.3.     Now when one register updated from 6.45.1 to 6.46 it returned.  Two of our registers running 6.45.1 do not have this problem.  Tech support is not very helpful,  they asked me to recreate printer profiles (we have 6 of them) and delete the old ones.  I believe I did this last time and it helped although I am not exactly sure.  But I will take better notes this time.  I agree, Square is not very good in this area.

[Anntwfsl]

Im

encountering exactly the same issue for no reason - did it overnight - now everything within an order taken on the android square register is sending to the ice cream station printer and I can’t pick categories in the profile on the register - I can on my iPad 

is this an update issue ? 
doni have to completely reinstall on the register and generate new device codes ?

[HanaleiBreadCo]

I am sure it is an update issue - a few months ago an update SOLVED our issue,  now it caused it!  We are open 7 days a week, this problem reappeared today and I checked the software versions of our 3 square registers running POS software.  Only one register updated to 6.46 and that is the one having issues.   I believe creating new printer profiles , enabling them and deleting the old one might fix the problem, but I won't know for another day until I can do this (we are currently open and very busy so I have to wait).

[HanaleiBreadCo]

I created new printer profiles and installed them, they did not solve the issue.  But when I restarted the misbehaving register the problem went away.   I only installed new profiles on 2 of the printers and not a 3rd.  However the problem went away on all 3 printers.  I hope a simple restart is the solution - I will find out when our last 2 registers update their software!

[Anntwfsl]

Thanks - im

just on my way in now to and will

try a reboot and check version 

o created some new profiles last night but not attached them yet so will try reboot first 

[Lou8]

Hi everyone, thank you for posting and flagging this @Amanda_Bierock @Alvieee @HanaleiBreadCo  @Anntwfsl @foodforfun.

Our engineers are aware of this issue and have implemented a fix that will be released in the next update. I don't have a timeline to provide just yet, but I'll make sure to let you know once it's available on the Register. This isn't affecting iOS devices.

In the meantime, the team have found that saving the categories, without making any changes, will force a re-load of the categories to print. To do so, go to More > Items > Categories > select any category > click "..." in the top right corner > Edit category -> Save.
I understand this workaround might be time consuming if you have multiple categories, but I'm hoping this can still be helpful while waiting for the new app version to be released. 

Thank you for your patience and understanding. 

[Lou8 · Accepted solution]

Hi @Amanda_Bierock @Alvieee @HanaleiBreadCo  @Anntwfsl @foodforfun,

thanks so much for your patience while our team worked on resolving this printer issue.

Our engineers implemented the fix in version 6.46.1, which has now been released on the Terminal and the Register.

Please let me know if you're still having difficulties with your printers after the update, I'll be happy to take a closer look for you. 

[Liveoakcafe]

similar issue starting this week for us affecting all iOS iPads too. it keeps adding a category to my printer profiles that shouldn't be there; it is printing my sandwich category to my drink printers. its always the same one, I go in and remove it from each device and it just comes back later. when I look on the dashboard under device management it doesn't look like anything is wrong. We also have been experiencing a lot of printer disconnection issues to our kitchen printers which causes a lot of problems. these are Star Network printers.

[PDPC]

Hello LOU8,

I am having the same issue. The "select all" tab in categories is the default tab toggled.  

When edited to only the categories wanted, it defaults back to select all .

Restart, shut down....no change.

Kitchen team going bananas.....every order for all items.... lattes, muffin, etc is printing in the kitchen.

Please offer a solution.

[foodforfun]

This is happening to us, too. Just started mid-service yesterday — Square, got anything to add here? Seems like a "you" thing.

[hscva]

Same for us! I've called support and they asked me to update the iPads which I did but that didn't solve the problem. They also asked me to make new profiles, also did not solve the issue. My categories just disappeared after we did the category merger in advance of the July 31 deadline for online store vs dashboard categories. I deleted the old dashboard categories and am making sure all our items have an assigned category and reporting category, but when I go to the kitchen profiles the only categories that show up are "uncategorized items" and a category I made on the iPad for one specific item a couple weeks ago. All other categories are gone, yet each printer is printing the whole ticket (aka all categories). I'd like to go back to having certain items at certain stations to make it easier for staff to discern what is their responsibility without having to wade through a huge ticket. We use Square POS. Any help would be appreciated. This was an issue prior to the categories switch just like everyone else had mentioned and I'd have to go in and deselect categories several times a day to keep the right things printing to the right stations - very annoying. I feel like these kinds of things happen all the time and we've been very loyal Square customers since the beginning so I feel familiar with the system and still can't figure out how to make this work!

[getreves]

I have the same issue. I updated it yesterday, and now I had to spend three hours on the phone with support, and no one could help. Additionally, the merched categories have been deleted from our synced third-party providers. This is a nightmare. 

So far, the only thing that seems to help is to re-create all categories. For some reason, the 'new' categories show up on the printers and, therefore, can be assigned.

[Liz_GMPB]

We recently updated our printers to use profiles and are running into an issue where our Merch and To-Go Bottles/Cans are printing to the Bar and Kitchen.  When I edit the profiles, the categories for these items aren't even options for the printers (not in the list to select or unselect).

This wasn't an issue until we updated to profiles for our printers.

[PDPC]

Same issue here....kitchen printer printing all categories.

Repeated editing does not help as select all ( categories ) tab defaults to select all....even when unchecked.

Reboot, reload, restart does not help.....

[Lou8]

Hi @PDPC, I'm sorry to hear you're having difficulties with your printer profiles.

I'm going to escalate this to our engineering team. Could you first provide additional details:

• Are you using a Square hardware or your own device to take orders ?
• Name of the Square hardware and/or name and model of the device used.
• The version of the Square app (in More > Support > About).
• Name and model of your printer.

@hscva and @Liveoakcafe  @getreves - my apologies for the delayed response. Are you still experiencing this issue ? If so, could you also provide as much information as possible about your setup ?

[Liveoakcafe]

thanks for the response. so we are still experiencing the same issue. no changes. Just our "burgers and Sandwiches category" is printing from both square stand stations all the time when it should only be going to kitchen. all other categories seem to be sending correctly. when I uncheck the sandwich category it will come back later. Also when I go in (on the square stand settings) and uncheck the category the amount of categories it says it is printing is not matching up with how many are selected. for example it says "printing 2 categories" but when you look at the list 4 categories are selected... 

1) we are using square hardware and ipads

2)Square register 0852 (1st Gen, v2), Square Terminal 0066 (1st get, v1), 2 Square stands (Square SPG1-01), one personal IPAD

3)register app= 6.49, terminal app= 6.5, stand apps= 6.48, person iPad = 6.48

4) printers: Star TSP100III FuturePRNT (two of those), Star SP700 (2 of those), old Micros thermal printer (not printing incorrect categories. it is connected to the square register so it seems like maybe its working ok...?)

we have been very busy so I haven't wanted to mess with things too much but I will go in today after we close to update if an update is possible and see if that helps.

[Lou8]

Hi @Liveoakcafe, thanks for providing all this information. 

Before I pass this on to our engineers, I'll DM you to verify a couple of more details with you if that's ok !

I'll keep everyone updated on the thread once I've filed the ticket and escalated the case.

Thank you all for your patience.

[Lou8]

I've passed this on to our engineering team. Would any of you be able to provide a video of this behavior by any chance ? @PDPC, @hscva, @Liveoakcafe and @getreves for vis.