Ticket Printer is not printing all tickets in an order

[blossombird]

Hello, I have a Square a register with a sticky label printer (Star TSP650 II) connected to it via ethernet cable. I use this to print sticky labels for each drink ordered at my bubble tea cafe. 

Normally it will print a label for each drink ordered. Say 3 drinks are orders, it will print ticket 1 of 3, ticket 2 of 3 and ticket 3 of 3 for that order.

Ever since September 7, 2023 it will skip printing tickets for parts of orders. For example, say there is a 3 drink order. It will print ticket 1 of 3 and ticket 3 of 3, but it will fail to print ticket 2 of 3. 

Sometimes when I go to the transaction and reprint the order, it will print everything but not all the time.

Ive tried physically disconnecting and reconnecting the printer. 

I’ve also tried deleting the printer from my register and setting it up again.

The problem still persists. Does anyone have any tips on getting this working again?

[Kelsey_HC21]

We are having the exact same problem today. I have tried the same thing and nothing has helped. Seems like it’s a software issue since it is connected and prints the first ticket. Anyone have a solution?

[blossombird]

I also believe it is a software issue. I haven’t had any luck in finding a solution, but Square support has contacted me back today. I will update if any solutions are found.

[SLOOPY217]

Same problem! Happening since prior to the "great square outage". Thinking it is a software bug update that is needed. incredibly frustrating and causing productivity issues at my cafes. I am really over square- no good anymore. 

[blossombird]

@Kelsey_HC21 @SLOOPY217 so i've received a response from support suggesting that a factory reset of the register should fix the issue. I have not tested it myself as I won't be back in the shop until Tuesday, but I figured I'd pass along the info here if anyone wants to give it a try. I'll copy and paste the instructions I received from support below. I really hope this helps.

Based on the issue that is occurring with your register. After the software was updated there was a glitch that caused this issue. 
It’s time to perform a factory reset on your Square Register. However, let’s review the following first:

• Check for pending offline payments and make sure they are completely processed before attempting a factory reset, as they will be otherwise lost.
• Have your Wi-Fi credentials nearby, including your network name and password.
• Make sure that you know your Square login and password.

To perform a factory reset on your Square Register:

1. Go to ≡ More > Settings > Hardware.
2. Tap General > About Register.
3. Scroll down to Factory Reset > Confirm Factory Reset > Reset.

If you are unable to perform the above steps:

• Press firmly on the Square Register power button for 20-30 seconds, located underneath the main screen. A screen with a countdown from 10 is going to appear, but keep pressing the power button until the countdown runs down to 0.
• Once it reaches 0, you will get a screen asking you to release the power button.
• Once the screen goes dark, leave the Square Register for 2-3 minutes before turning it back on.

Learn more about Square Register troubleshooting.

Once the Register is reset and the printer stations are recreated it should resolve the issue with your tickets printing. If the issue is still occurring after the reset please reply to this email with a video of a test order and only 1 ticket printing. 

[HCCafe4020]

Thank you very much for posting this, I’ll give this a try. Appreciate your help!

[SLOOPY217]

at one of my cafe locations, I did factory reset

on two registers and re-setup all printers (tablets and star tape printers). Doesn’t appear that it has worked for the ticket printers. Anyone have any feedback from their factory resets? Help! Thanks!

[CupOJoy]

didn't work made it worse not printing any tickets sometimes!

[SLOOPY217]

@blossombird @Thank you. I really don’t want to do factory reset. I have 6 registers and 9 star ticket printers and 14 tablet “printers” across three cafe locations. Guess I better get started. 🤞

[CupOJoy]

same issue so frustrating!  Square do something instead pop say  post a video!  It prints the first ticket in an order and not any others even if there is 2 or 12.  just fix the dang problem without having us jump through all your dang loops.

[SLOOPY217]

I tried to factory reset last night at just one of my cafe locations.  Did reset on two registers- set up all tablets and star printers- only to find this morning that it didn't fix a thing! I called Square and was told that the factory reset was a "temporary work around" and I replied that it didn't temporarily fix anything. Had I known it was a temporary workaround,  I wouldn't have bothered. SO frustrating. 

[blossombird]

Yep my register and printer has the problem again after one day of working okay. Extremely frustrating.

[CupOJoy]

Square Customer Support where are you?  Why are you not chiming in you fools give us something.

[CupOJoy]

any response that is working?

[blossombird]

Still not working correctly and still no more responses from Square Support. If anyone has any updates please share!

[SLOOPY217]

I received a call from Square yesterday that in addition to temporary work around (factory reset) there was another work around potentially. I said I wasn’t interested in a work around, but that I just wanted the equipment to work so I could get back to normal business operations! In addition, I received this in an email regarding the software update: 

“I did confirm that a fix will be released with the new update of 6.26 on Wednesday Sept, 20th. I did request for you to be sent the update early so you may see an option to update your devices tomorrow.”  

Further, I am thrilled to report that the update to version 6.26 went through last night and all tickets are printing! Amen!! 
hope you are all updated soon!