thread Re: USB Cash Drawer opens after slight delay in Hardware Setup & Troubleshooting

USB Cash Drawer opens after slight delay

sammyg — Sun, 21 Sep 2025 07:50:11 GMT

The title of this thread has been edited by a Square Moderator from the original: "USB Cash Drawer opens with a 4-5 second delay all of a sudden??"

As of yesterday, for some reason, there is a delay opening the drawer by 4-5 seconds after cash transactions. There must have been a new update that pushed this new behavior through (there's also a new alert that says "transaction recorded.").

4-5 seconds doesn't sound like a lot, but this is majorly slowing us down. We crush through cash orders in a rush. Can we please go back to the old behavior where you hit the cash button and BAM the drawer opens right up?

Hitting "open drawer" still happens immediately. It's only when you input a cash transaction that there's a 4-5 second delay.

Re: USB Cash Drawer opens with a 4-5 second delay all of a sudden??

mandyflagg — Wed, 26 Jul 2023 18:51:45 GMT

I am also having this problem, as well as my orders not transferring to the KDS system.....

Re: USB Cash Drawer opens with a 4-5 second delay all of a sudden??

abcoffeecake — Thu, 27 Jul 2023 13:31:07 GMT

Also having the same issue!

Re: USB Cash Drawer opens with a 4-5 second delay all of a sudden??

MayaP — Fri, 28 Jul 2023 21:57:14 GMT

Hey there @sammyg I appreciate you reaching out and bringing this to our attention. I do understand any delay can slow down your workflow. What Square device are you using the drawer with? Also, confirm the brand and model of the USB cash drawer. Which version is your Square app on right now?

Re: USB Cash Drawer opens with a 4-5 second delay all of a sudden??

sammyg — Sat, 29 Jul 2023 14:24:05 GMT

We are using a Square Register and the USB drawer is this one : https://squareup.com/shop/hardware/us/en/products/cash-drawer-16-inch

Our Square Register is fully up to date.

Re: USB Cash Drawer opens with a 4-5 second delay all of a sudden??

_Violet — Mon, 31 Jul 2023 19:44:19 GMT

Hi all, Violet here, following up for @MayaP. It looks like you still need help with the cash drawer delay issue, so I kept the ball rolling on your inquiry.

In order to get started on your case, our engineering team will need to take a closer look at your specific device. The quickest way for them to do that is to look at your device’s diagnostic report. Diagnostic reports contain essential logs that will help us diagnose and resolve issues faster.

We will need you to submit a diagnostic report immediately after opening the cash drawer so we can assist you further.

To submit a diagnostic report from your Square Register:

From the navigation bar at the bottom of your screen, tap More > Support.
Under Troubleshooting, tap Send Diagnostic Report.
Once you tap Send Diagnostic Report, you can leave the screen and continue using your Square Register normally while the report is sent in the background.

Note: Diagnostic reports can take 2-7 minutes to upload—please ensure you have a strong internet connection and your device is powered on during this time.

Please let me know once you’ve sent the diagnostic report so I can notify our engineers.

I'll keep an eye out for your reply 👀 Thank you! (cc: @sammyg @mandyflagg @abcoffeecake)

Re: USB Cash Drawer opens with a 4-5 second delay all of a sudden??

sammyg — Tue, 01 Aug 2023 16:32:27 GMT

Just sent the report!

Re: USB Cash Drawer opens with a 4-5 second delay all of a sudden??

mandyflagg — Tue, 01 Aug 2023 17:43:28 GMT

Just sent the report

Re: USB Cash Drawer opens with a 4-5 second delay all of a sudden??

_Violet — Tue, 01 Aug 2023 19:26:03 GMT

Thank you for doing that, @sammyg and @mandyflagg! I've just let our engineers know that you sent over the diagnostic reports.

I will be sure to come back to this thread with any updates as I receive them 👍

Re: USB Cash Drawer opens with a 4-5 second delay all of a sudden??

_Violet — Thu, 03 Aug 2023 21:33:24 GMT

Hi there again, @sammyg and @mandyflagg 👋

Our engineers took a look at the diagnostic reports you sent over. Here's what they let me know, "It seems like the cash drawer is either losing connection pretty often ranging from every 5-10min or is purposely being disconnected. There is nothing in the logs attached when searching for “Cash Drawer”. We haven’t made any recent changes that affect cash drawers so it seems like this is more likely to be a hardware issue rather than a software issue."

If you haven't already, I suggest going through the troubleshooting steps for your Square Register listed here. If this doesn't improve things, please reach out to Support directly by logging into your Square account and heading here for further assistance.

I hope this helps!

Re: USB Cash Drawer opens with a 4-5 second delay all of a sudden??

sammyg — Fri, 04 Aug 2023 14:34:59 GMT

Hi Violet!

I appreciate you checking with engineering, BUT I do believe they are missing a change that went through a week or so ago. There is new behavior with the cash transactions besides the delay. There are two new messages that pop-up after you hit a cash transaction and the drawer does not pop open until both messages go through (see attached). Can you loop back through with them and check on these new message screens? These are the ones that are holding up popping the drawer out and this is brand new behavior.

Re: USB Cash Drawer opens with a 4-5 second delay all of a sudden??

sammyg — Tue, 08 Aug 2023 14:21:57 GMT

Hi! Wanted to check back on this. Did engineering have anything to say about the new messages and them causing the delay?

Re: USB Cash Drawer opens with a 4-5 second delay all of a sudden??

_Violet — Tue, 08 Aug 2023 21:25:20 GMT

Hi there, @sammyg - Thanks for following up on this!

I know it has been a few days since my last update here but I promise that I haven't forgotten about you. I've been working with an engineer on this but based on the info you provided in your last reply, we had to loop in another team.

I'm keeping an eye on the support ticket we created for this issue and I'll let you know once I hear back from them. Thank you for your patience in the meantime! 🙏

Re: USB Cash Drawer opens with a 4-5 second delay all of a sudden??

sammyg — Tue, 08 Aug 2023 21:45:13 GMT

Fantastic! Glad you're looking into this! Hopefully it fixes the delay.

Re: USB Cash Drawer opens with a 4-5 second delay all of a sudden??

sammyg — Mon, 14 Aug 2023 17:30:54 GMT

Hi Violet!

Has there been any update to this?

Re: USB Cash Drawer opens with a 4-5 second delay all of a sudden??

_Violet — Thu, 17 Aug 2023 20:08:45 GMT

Hi @sammyg - I'm still trying to push our engineering team to look further into this 😓 We've had a couple more Sellers report this issue as well since I started on this so I'm hoping that adds more validity to the issue.

Thanks again for your patience 🙏

Re: USB Cash Drawer opens with a 4-5 second delay all of a sudden??

sammyg — Thu, 17 Aug 2023 20:18:21 GMT

Thanks for the update. Yeah, it's a real drag on service and (in theory) it seems like an easy fix as it wasn't doing it before lol. Appreciate you staying on it.

Re: USB Cash Drawer opens with a 4-5 second delay all of a sudden??

mainscoop4321 — Thu, 17 Aug 2023 23:19:25 GMT

Also having this same issue! I contacted Square & sent a diagnostic report along with an emailed video of what's going on. They wanted me to try a full system reboot but I don't want to lose any of our favorites or information stored on our device.

Re: USB Cash Drawer opens with a 4-5 second delay all of a sudden??

abcoffeecake — Fri, 18 Aug 2023 13:46:08 GMT

Still having issues! Please help!

Re: USB Cash Drawer opens with a 4-5 second delay all of a sudden??

Hideawaysc — Mon, 21 Aug 2023 15:31:54 GMT

We are also experiencing the same issue. Once the recording transaction message appeared, the cash drawer experienced a delay in opening. Square Register, fully updated, cash drawer via printer set up (Volcara POS Cash drawer). Star Micronics TSP143IIIU USB Thermal printer. Had no issues at all prior to a recent update when the recording transaction message appeared.