Categories to print incorrectly auto-selecting within minutes of fixing.

[BanterWest]

We have been using square for restaurants since January. Up until the beginning of June, we didn't have any issues regarding categories to print. I selected what categories would print to the kitchen and it worked as intended.

Then about three weeks ago, all newly created categories for this location, and a few unused categories from our other location, have been auto-selecting (being checked to print without anyone touching the settings) and printing to the kitchen. I can go in to printer profile settings and see that they are checked to print. I un-check them, hit save, and within minutes, the same incorrect categories are printing in the kitchen again. I go back in to profile settings and they are all checked again! 

So not ALL categories are auto-selecting, just some of them, but always the same ones. Some are newly made for this location and some are from the other location that would never have been selected for here in the first place. This has been happening every single day for weeks now.

I'm very frustrated by this change/bug/software hiccup and have no idea how to fix this issue. My kitchen is extra upset at this point, as now every time a bartender rings in a beer, they get a ticket and it slows down the whole operation. And it was working just fine for so long!

Please help! 

[Lou8 · Accepted solution]

Hi @AuroraCentro, @BanterWest, 

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

The version 6.46.1, which includes the fix, has now been released on the Terminal and the Register. 

Let me know if you're still having difficulties after downloading it.

[frances_a]

Hello @BanterWest 

I'm sorry about the issue you are experiencing. 

Unfortunately, here in the Community we don't have the same troubleshooting capabilities as our direct Support Team, and we're unable to investigate issues like this one.

I would suggest reaching our support team so they can help determine if this is a bug, and if so, file a ticket for you. 

Thank you. 

[Amanda_Bierock]

Did you get this fixed? I'm having a similiar issue. We are just using Square POS, not Square for Restaurants. We have a Square Register, a Square Stand (running on an iPad), and a "floating" iPad. 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. 

[AuroraCentro]

Same issue here. Drinks have begun printing on the kitchen printer randomly and when I try to create a new printing profile we are not shown ANY category to choose from. 

The kitchen is going stupid with all that unnecessary printing.

Help @frances_a please

[Lou8]

Hi @AuroraCentro, @BanterWest, 

Our engineering team is aware of this issue. I'll post any updates on this thread, but let me know if you have any questions.

Thanks for your patience.

[Lou8 · Accepted solution]

Hi @AuroraCentro, @BanterWest, 

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

The version 6.46.1, which includes the fix, has now been released on the Terminal and the Register. 

Let me know if you're still having difficulties after downloading it.

[BanterWest]

Today (July 5th, 2:00p) I unplugged everything and cycled the power on our iPads in hopes that it would all be back to normal, but unfortunately we are still experiencing the same issue with the incorrect categories auto-selecting and printing to the kitchen/incorrect printers.

[AuroraCentro]

We keep fixing it by switching in and out of our two locations, it fixes it and keeps breaking at times but this "hack" seems to work.

I think Square/Register keeps being confused by which category is associated with our two locations.

[Amanda_Bierock]

Thankfully ours started working correctly out of the blue last week. After spending a lot of time restarting, etc. and on the phone with support...not sure if it was due to the fix mentioned or not.

[_Violet · Accepted solution]

Hi there, @BenterWest @AuroraCentro @Amanda_Bierock - I'm sorry to hear that you're still experiencing issues with your order tickets.

If you haven't already, please ensure that the software on your device is up to day by following these steps:

1. Tap ≡ More > Settings > Hardware > General > About Square Register/Terminal > Software Update

2. Tap Check for Update to see if there is an available software update.

3. If you see Software Up To Date then you are all set.

If you're still having trouble after updating your software or your software is already up to date, please connect with our Support Team here for further assistance. They'll need to gather some information to create a ticket for our engineers to investigate.

[BanterWest]

I attempted to see if the software needed updating but did not have a "About Square Register/Terminal" option. We are running Square for Restaurants. I did manage to find a screen that noted the current software version as 6.46.2 for both of my iPads. Should I just put in a ticket with the Support Team?

[RobynR]

@BanterWest,

Yes, we recommend contacting our Support team so they can assist you in real-time and file a ticket if needed. You can reach our Support team here.