Clover Printing Troubleshooting

This article guides you through the troubleshooting steps you can follow if a restaurant reports that their online orders are not printing through the Clover POS printer.

• Zuppler<>Clover Connection
• Device Mapping
• Order Printer & Receipt Printer
• Labels
• Other Printer Settings
• Remote Firing Printer

Zuppler<>Clover Connection

The connection between Zuppler and Clover is established via an app which should be installed in the location's Clover App Market. If the Zuppler app is not installed we won't be able to pull the menu from Clover, push the orders which means the orders won't print as well. If the app is not installed you'll see a '404 Unauthorized' error while importing the menu or pushing the orders. You can follow these steps to install the app in the restaurant's Clover portal:

• Log into clover.com with the restaurant’s login credentials in an incognito browser. Will receive a prompt for the confirmation code; get the code from the account owner

• Select “More Tools” from the left hand menu navigation. Please note - if the restaurant has multiple locations, make sure the correct location you are connecting to is selected from the drop down at the top
  

• Search Zuppler Online in the search bar
  

• Click 'Connect'

• Make sure “Flex Pay” is selected and then click “Accept”
  

  
  

• A screen like the following may appear:  look for any “HTTP” reference (including in the middle of the string) and update to “HTTPS”
  
• You will then be redirected to POSaaS. Try running an import, if it completes without any errors we are connected with Clover. 

Device Mapping

We have the ability to map one of the Clover devices the restaurant is using and send the orders to that specific device. We send the order to the mapped device and then the printers connected to that device prints the order. We need to make sure there is a device mapped in POSaaS settings for the account in question.
If there are multiple devices try mapping to the other available devices. {Clover Station 2018, Clover Station Duo & Clover Mini}. These devices are usually connected to the printer. We can also check with the restaurant which device is connected to the printer and ask them to share that device's ID if they can find it. If everything looks good here and the correct device is mapped in POSaaS but orders still don't print, try following the next step.

NOTE: If there's no device mapped then, we send the order to every device the restaurant has tied to their Clover account for the location. This may cause duplicate order printing as two devices can be connected to the same printer.

Order Printer & Receipt Printer

We need to make sure there is an Order Printer and Receipt Printer set up in Clover POS. The restaurant needs to go to the home page of their Clover device > Open the Printers app. There should be a Receipt Printer and Order Printer configured there. Note: There can be multiple Order Printers set as well. All those printers will print the ticket when an order is sent to them. If this looks fine as well and orders still don't print, we should move to the next step.

Labels

Clover has printer labels using which you can assign items to print on a specific printer. We need to make sure all the items in the Clover menu/inventory are assigned to a printer label. Here's how it can be done.

• First of all make sure a printer label is created in Clover. If it's not you create a new one named 'Kitchen' or whatever. Navigate to Inventory > Printer Labels and add a new label.
  
• All the items should be assigned to this label. To assign items click on the label name and then click on the '+/- Edit' button. Mark all the items and save.
  
• Once all the items are assigned to a label, we need to make sure the label is enabled in one of the printers. To do so, go to the 'Printers' app in Clover POS terminal and select the printer you want the orders to print on.
• The labels will show up as checkboxes on the printer page, enable the label which has been assigned to the items and save.
  
• If all of this looks good too, try following the next troubleshooting step.

Other Printer Settings

• Remote Firing Printer

  Make sure there's a printer added as the Remote Firing Printer. To enable this navigate to Setup app on the Clover terminal > Online Ordering > Settings > Remote Firing Printer and add the printer you want to have the orders print on there.
  
• Order Receipt Printer
  Make sure there's a order receipt printer added in the setup app. To add it navigate to Setup app > Order Receipts > Order Receipt Printer and add a printer there. Also, the print timing should be defined properly. It should be set to 'Print when hitting Pay'.
  

Following the above mentioned steps should help and resolve the printing problem, in case you're facing trouble with it even after following all the steps, please reach out to techsupport@zuppler.com.