Stubs stopped printing today but only for some tickets

[CColotti]

They stopped printing only for auto numbered tickets only, but they still print if a name is added to the ticket.  It's a bit maddening as we use stubs all day every day on our food truck.  was fine yesterday and the only thing that changed is I was added to a beta access for item combos last night.  Nothing in the printer profile changed from yesterday to today.

[JK_Fiber_Art]

Hi CColotti,

There is a system issue today - it may or may not have something to do with your issue.  See this site.  (This is usually the first place we check first when something new starts happening.)

[MayaP]

Hey @CColotti, 

I am happy to investigate this further!

As @JK_Fiber_Art mentioned we do have a disruption right now with our Square Terminal on version 6.41. Is that what device you are using?  Could you provide a screenshot of how the order is printing, our team will ask for that once we escalate this. 

[CColotti]

we are on a Square register, latest version (I'd have to go log in to check, but yes very odd auto number tickets get no stub, but the named tickets did.  This is register with a USB printer/Profile.

[MayaP]

Can you provide a screenshot? @CColotti

[CColotti]

of what specifically?

[MayaP]

I apologize I misunderstood, I thought the issue was with the ticket itself. When did this start happening? Can you try deleting and recreating the printer station? 

If the issue continues let us know @CColotti. 

[CColotti]

This was fine on Mon/Tue and stopped working on Wed when we opened...

We've deleted and re-created profiles multiple times...

The stubs ONLY print if a NAME is added, they now consistently do NOT print a stub with an auto generated order number, so it makes little sense a stub comes out with a name added but not a number however we are doing a festival tomorrow and adding names slows the whole operation down.....and it has been working fine literally for months..

[RobynR]

@CColotti, can you provide a video recording of what you're experiencing, so we can further assist?

[CColotti]

Honestly I’m too busy this weekend with a 2 day festival but It’s not hard to understand and frankly this is going to completely scree us all weekend since it’s not been removed or addressed.  

we use auto print receipts we always have. 

profile is receipts and stubs with auto order numbering. 

receipt prints.  Stubs do not UNLESS a name it added to the order ticket.  

this was working up until Wednesday April 17th.  Once again stubs ONLY print with a customer name NOT just the auto assigned order.  We tested multiple profiles , multiple locations, USB vs Ethernet, all of it and nothing makes sense why a named stub prints but a numbered one does not. 

[MayaP]

Hey @CColotti, I understand you are busy, and having to continue to explain yourself is frustrating. Please understand we don't have printers so when we are asking for as much detail as possible it is because we want to have a very clear understanding of what you are experiencing, and we know our team will ask for these details.  Providing screenshots or videos helps. 

I understand the urgency and did escalate this thread over to our team and will reach out as soon as I have more information. Thank you for working with us to resolve this! 🙏