Printers keep disconnecting Restaurant POS

[BayberryHollow]

Hi! I am using the square restaurant app on iPad and I have been having problems with the wireless printers disconnecting.

They randomly disconnect through out the day. I have found when I force close the app and re open it, they re connect immediately.

I think I read that this was a known error with restaurant app. Can anyone please help with a solution, it is causing us to miss food orders and a lot of complaints.

I am using Star TSP wireless printers and all software is up to date on iPads. I have tried calling support but they do not know a solution. 

Thank you all!

[TCL-2022]

Hi .. We too are having the exact problem.. its a nightmare .. we use ipads too and think the order has gone to the barista only later to find it hasnt after trhe customer has complained on the wait... im pulling my hair out and noone can help in the support other than say.... turn all off and remove all the cables and re-start .. thats not a solution ..?

[BayberryHollow]

It is a nightmare isn't it! I was on the phone to support for a long time yesterday and we have changed our IP settings to static. They were set to dynamic. Today is the first day we are trying it on static. If it works, I will let you know! Do you know how to change the IP settings on the star printers? Can send you some steps if you'd like. Fingers crossed it works!

[TCL-2022]

Hey Hi.. sorry in the delay getting back, the system would not allow me to respond due to an update,  have you had any joy with the static IPs .. not sure we want to meddle with it quite yet as may upset other settings but i would be interested to kniow how you got on..?

[k_atie]

Hey, both @BayberryHollow and @TCL-2022! Thank you guys for flagging this to us. 

Mmh, if the issue is coming from the Restaurants app, I'd recommend going through the Square Point of Sale App Troubleshooting steps as well as the Printer Troubleshooting steps available on our support centre.  Additionally, I'd also recommend getting in touch with Star Micronics themselves to see if they are able to pinpoint where the issue is coming from. 

Let me know how you get on with the above. I'd be happy to further investigate if the issue persists. 

[BayberryHollow]

Hello! Thank you for replying. I have contacted support and they have advised me to change to a static IP, which we have done and has not worked. We are receiving so many complaints and losing too much business, I will contact Star Micronics to see if they can help but unfortunately if not, we can not continue with Square if this can not be fixed.

[Breffni]

Hi @BayberryHollow and @TCL-2022, just stepping in for Skyler here. I'm sorry to hear this issue is ongoing for you both. 

Cases like this are difficult to flesh out in the Community as it's harder to get into the small details so I appreciate you contacting our support team directly, however, I'll do my best to assist as much as I can. It sounds like you've run through some detailed troubleshooting with our team, did they mention creating a ticket for our engineers to investigate? 

[BayberryHollow]

thank you for getting back to me! I was advised on the phone to try and reach out on here for support. I have just re set every printer and iPad and re installed everything from scratch, but they have already started to disconnect.

No, no one has mentioned creating a support ticket for engineers. That would be great. Would you be able to tell me what the network requirements are for the Restaurant POS & Star TSP143IIIW printers to work?

Thanks

Marcus

[TCL-2022]

Hi .. WE still continue to have problems to the point that we are now too thinking ofn leaving square ... we can not continue like this as it is really costing our business in comps and voids .... can anyone help our cause...? Thanks TCL

[BayberryHollow]

No luck, it is still the same. We have had an even worse weekend with it. Will contact support one more time, but unfortunately we can not keep going with this system if it is unreliable. Will keep you posted!

[Breffni]

Thanks, Marcus, I've sent you a private message to gather some more details @BayberryHollow.