Orders not printing on Zuppler Tablet Printer

There can be a few reasons behind online orders not printing on a restaurant's tablet printer device. This article contains a few troubleshooting steps you can follow to resolve this:

• Incomplete Configuration
• Printer Settings

Incomplete Configuration

Most common reason we have seen is configuration missing either in BOB CRM and POSaaS. Please go through these checks to confirm that the integration is correctly setup. 

• Make sure an account in BOB CRM is created and the registered phone number configured in that store is being used by the restaurant to log in to the device
• Make sure an account on POSaaS is created and the Store ID and App ID configured is correct. The store ID needs to be copied from BOB CRM and a tech support member would be able to configure the App ID.
  
• Make sure the orders are not showing as rejected in POSaaS. If you see any error on the order in POSaaS, please reach out to techsupport@zuppler.com 

Printer Settings

• Make sure a printer is added in the printer settings. Follow these steps to check if the default sunmi printer is added in the device printer settings:
  1. Click on the hamburger icon on the top left
     
  2. Navigate to the Settings tab
     
  3. Find 'Printer Settings' in the Settings tab
     
  4. Select the 'Printer' option and make sure the default sunmi printer shows added there
     
  5. If that page is empty and you don't see any printer added there, try adding the default sunmi printer by clicking on the '+' icon
     
  6. If the restaurant sees the sunmi printer added there then try checking if the following printer settings is configured properly
• We need to find when is an order defined to print. There's a setting which controls that. To find that setting first follow Step 1 - 3 mentioned above and then:
  • Click on 'Receipt'
    
  • Scroll down to the bottom of the page and find 'Auto/Manual Print'
    
  • There are 4 options defined there. We need to make sure one of the former 2 is selected if the restaurant wants to have the orders printed automatically as soon they are placed
    
  • Auto Print Manual Accept means the order will print automatically as soon the order is received and then the restaurant needs to accept it manually by clicking on the order screen
  • Auto Print Auto Accept means the order will be printed and accepted automatically as soon its received
  • Manual Accept Auto Print means the order needs to be accepted manually and it won't print until the order is accept. The order will print automatically without the need to click on the print button once the order is accepted though
  • Manual Accept Manual Print means the restaurant would need to accept the order manually and then click on the print button to print it

Reachout to techsupport@zuppler.com if you have tried all the above mentioned troubleshooting but still can't get the device to print orders. We probably will need to ship out a new device to the store.