Why is TM-T20II printing extremely slow?

[jackmastercraft]

I have 2 printers model TM-T20ii and have been using them for years. All of a sudden one become extremely slow printing and within a few hours later then second one did the same thing. I can not find a factory reset. I have spoke with epson for 2 hours and they said something was wrong with the printers. but they are on two different registers and there is two different printers and happened within hours of each other, I have tried to reinstall retail Square apps and updated both ipads. In additon, I have done the troubleshooting above, Has anyone found a fix for this. Thanks so much!

[#2]

I moved everyone over to this thread so that we can keep track of contacts. 

Hi, everyone! I checked in with our team, and they are in contact with Epson to try to pinpoint where the issue is coming from. I don't have many details to provide at this time, but we'll update this thread as soon as we have more information to share. 

We may post here asking for specific details on the device you are using, so please make sure to keep an eye out. Thanks, all! We appreciate your continued patience. 

[poppyandthyme]

We have experienced *exactly* the same problem as you've described (two different registers and printers here too). I've tried everything I can think of to fix it, to no avail. We will not make it through the holidays this way. 😞

[thecarpenter]

Same for us too - seem to have started happening after the most recent Squareup app update on the iPad - printer is Epson TM-T82IIIL

[JoeSoap]

we are experiencing the same issue. started about a week ago. it began after the last square update but not immediately. i was hoping the last ipad update would fix it did not.

printer will print self diagnostics quick like normal.

[Bay_IT]

Same issues here, same epson T82IIIL and 2021 iPad

[Arie]

Sorry to hear about the trouble with your printer! There's a few troubleshooting steps to try here:

- Check that both your Square App, and your tablet or iPad, are on the most up to date software available. There was a recent iOS software update, so it's worth checking you've downloaded this

- Delete, and recreate your printer station in app.

- Go through the Epson printer troubleshooting steps here.

If you're still seeing issues with your printer after going through these troubleshooting steps, please reach out to support, so we can dig in a bit deeper, and file a ticket if necessary.      

@Thelucie  @Devietkitchen @Jmgra @thelocalnt @Bay_IT

                                                                             .

[jackmastercraft]

Oct. 25 - I have contacted Epson. They walked me through setting up Epson printer on my laptop and it worked fine there.  

After receiving email from square that they have fixed problem on square side. I have uninstalled retail for square on both ipads. turned off both epson printers, took both ipads out of square bases, turned ipad off. Restarted ipads, verified ipads are up to date on software, replaced to bases, reinstall retail for square, reinstalled all hardware on both POS ipads including Epson printer. Both Epson printers still printing extremely slow. 

Please advise. 

[BernadetteA]

Sorry to hear you are still having trouble with this @jackmastercraft. The best course of action at this point would be to reach out to the support team directly. You can access the teams here.

[Jmgra]

Hi

Im finding it hard to believe that Square has not investigated this as there are a mountain of people having the same problem since the last update.  We don’t all have time to sit on  the phone to support lines.

This is an obvious bug and needs to be addressed by square ASAP.

Please have the problem addressed and either push out a new update or notify everyone of how to fix them problem at our end.

thank you

[jackmastercraft]

I have reached out to support multiple times, I have talked to our rep multiple times and was told to buy new printers despite Epson support helping me to hook this up to my computer and both printers are working fine. If I purchase new printers what will prevent this from happening to the new ones? These are not cheap to keep replacing. We spend a lot of money with your business daily with transactions and need this problem resolved. I see that I am not the only person with this same problem. This happened on October 13 then both printers started acting up and still not resolution! Beyond frustrating. 

[BernadetteA]

Hi @jackmastercraft Can you try to update your Square software to 5.78? It should be the most recent update available. 

[jackmastercraft]

I have uninstalled the software, restarted the ipad, reinstalled the retail for square software, then all the hardware. It still shows 5.77 version. Printer still slow. Please advice. 

[BernadetteA]

It looks like I may be ahead of myself, but the update should be available early next week. I apologize for the confusion! I'll come back and update this thread once I see the update is released, and then we can circle back to troubleshooting. Thanks for your continued patience. 

[jackmastercraft]

Hello, I was able to do the update on our retail for square app today. I then restarted both ipads (verified they are up to date) and printers after update was completed, changed the USB to a different slot on both Epson printers, reinstalled all the hardware to the retail app. tested the epson printers and they are still extremely slow. 

Also, Saturday out of the clear blue we stopped receiving email notifications for our online weebly store orders. We are getting our nightly reports. I called Monday and was on hold for 2 hours. I talked to 5 people until they hung up on me I guess because they could not figure it out. Weebly send me a test notification of an order and we received it so I was told that it was on the square end. Nothing was changed on our end that day and we have not gotten a resolution for this issue either.

[BernadetteA]

Thank you for updating, and I'm sorry to hear the issue does not seem to be resolved for you. I forwarded this information to the team, and will see if there's anything else we can try. 

[thelocalnt]

We are having the same issue. iPad, pos stand and epson TM-T82ii, has worked flawlessly up until about a week and a half ago 

[Jmgra]

We are having the same issue, started about a week ago.

Jacqui

[Devietkitchen]

We has experienced the same issue starting from last week.

Epson TM-T20

[Thelucie]

Same issue here. It only started doing this today

[jackmastercraft]

Oct. 25 - I have contacted Epson. They walked me through setting up Epson printer on my laptop and it worked fine there.  

After receiving email from square that they have fixed problem on square side. I have uninstalled retail for square on both ipads. turned off both epson printers, took both ipads out of square bases, turned ipad off. Restarted ipads, verified ipads are up to date on software, replaced to bases, reinstall retail for square, reinstalled all hardware on both POS ipads including Epson printer. Both Epson printers still printing extremely slow. 

Please advise. 

[annafernanda]

I’ve had the same issue with my epson TM-T20ii for the last two weeks. 

It seems like it started printing slower after the last Square update.