thread Re: Last two updates have forced my cash drawer to reset! in Hardware Setup & Troubleshooting

(RESOLVED: 10/30.23) Last two updates have forced my cash drawer to reset!

Chaos_Emporium — Sun, 21 Sep 2025 07:52:42 GMT

The title of this thread has been edited by a Square Moderator from the original: "Last two updates have forced my cash drawer to reset!"

The last two small nightly updates have caused me to lose my open drawer history. I don't count my drawer every night and it is the definition of annoying since I can not verify my draw amount for errors. Is this going to be a regular issue with updates now? Or is this something unique to me?

Re: Last two updates have forced my cash drawer to reset!

Chaos_Emporium — Mon, 24 Apr 2023 18:14:41 GMT

Ok. So I found my open drawer history under reports on the dashboard and that showed two open drawers. One was the this past one with the records I needed to count out my drawer and the last one was just since the update when the register thought I didn't have an open drawer and asked me to start a new one. So the good news is I didn't lose my data. However the update did make the register "forget" that I had a drawer already open.

Re: Last two updates have forced my cash drawer to reset!

MayaP — Wed, 26 Apr 2023 13:56:50 GMT

Hey @Chaos_Emporium I am glad you didn't lose your open drawer and that has been resolved.

Is it still forgetting you had an open drawer?

Re: Last two updates have forced my cash drawer to reset!

Chaos_Emporium — Wed, 26 Apr 2023 20:21:47 GMT

It has done it twice in the last three weeks. I am pretty sure it happened when the software had an overnight update.

If it happens again I will let you know.

Re: Last two updates have forced my cash drawer to reset!

MayaP — Fri, 28 Apr 2023 20:14:49 GMT

Sounds good, thank you for keeping us updated @Chaos_Emporium .

Re: Last two updates have forced my cash drawer to reset!

Chaos_Emporium — Sun, 30 Apr 2023 18:15:23 GMT

@MayaP

It happened again this morning when I first tried to use the register. At first every time I clicked on a folder shortcut (on a favorite page) the register reloaded (showed the Square loading screen with the percentage bar) and wouldn't go into the folder. After it did it three times I restarted the register. Then it did it again when I tried to tap on the folder. So I went to the library tab and typed in the folder that way. When I clicked on it that time the folder loaded, however I got a pop up overlay starting a new drawer and asking my to put in my starting cash.

After that the register has worked fine. It stopped reloading when I click on folder shortcuts.

I keep my register on over night for updates. Since the drawer resetting and now the constant reloading have been happening when I first try to use the register in the morning, I think it has something to do with overnight updates.

Re: Last two updates have forced my cash drawer to reset!

_Violet — Tue, 02 May 2023 19:38:40 GMT

Hi @Chaos_Emporium 👋 Violet here, following up for @MayaP while she's out of the office. It looks like you still need help with your cash drawer issue, so I kept the ball rolling on your inquiry.

If the troubleshooting steps listed here are unable to resolve this issue, I recommend connecting with our Support Team so they can create a support ticket for you and have our engineers take a closer look into this. Since you own the Square Register, you have 24/7 access to our phone support team. You can reach out to Support directly by logging into your Square account and heading here.

Re: Last two updates have forced my cash drawer to reset!

Chaos_Emporium — Fri, 05 May 2023 19:23:34 GMT

@_Violet @MayaP

The drawer reset yesterday as well, so I went to your troubleshooting tips and decided to just do a factory reset.

Unfortunately, it once again forced me to open a new drawer when I tried to do my first sale this morning. I will be reaching out to the support team. I guess I now have to count my drawer every night...

Re: Last two updates have forced my cash drawer to reset!

vhovar — Mon, 08 May 2023 16:59:27 GMT

We have had this very same issue this past weekend. We typically leave our drawer open until morning and then our morning staff count the drawer first thing, close the drawer and open a new drawer for the day. On Sat (Sun & Mon) there was a prompt on the register when they came in to start a new drawer. Unfortunately, they did not know how to find the current drawer so by Sunday we had two additional opened drawers that I could see through the Dashboard and through the register using "Other Drawers". This cause a problem because our night staff did not enter the appropriate Paid Out for tips processed during the day and since the drawers were not active there was no way for us to fix them before we closed them. I realized it on Sunday and had to put the entries in our active drawer but then when staff came in on Monday to open the same thing happened. It was prompting them to open a new drawer. Fortunately, we had entered paid out for the tips on Sunday (as well as Fri & Sat) so we knew to use the "Other Drawers) to locate the drawer from Sunday and close it with the appropriate amount.
I talked with Customer Support and was advised to try resetting the register. I have done that today and it it is still an issue we will try doing a factory reset.

Re: Last two updates have forced my cash drawer to reset!

vhovar — Tue, 09 May 2023 20:04:35 GMT

Same problem this morning even after doing the restart yesterday. This morning I closed my drawer, did a factory reset and restarted my drawer. I then noticed there was an update pending so I did the update. As soon as the system finished the update it forced me to open a new drawer even though there was still a pending drawer that I had just started. We'll see what happens in the morning when we try to close the current drawer.

Re: Last two updates have forced my cash drawer to reset!

JJ_ — Thu, 11 May 2023 12:52:43 GMT

Hello there @vhovar

Our engineers have rolled out an update to address this experience last night. Please let me know if today this problem persists.

Re: Last two updates have forced my cash drawer to reset!

vhovar — Thu, 11 May 2023 19:54:56 GMT

Hey @JJ_ ,

Thanks for the follow up. For the last two mornings the drawer is back to normal. It did not force a new drawer to be opened before doing anything else and you could still make PaidIn/Out if necessary.

Thanks for your attention to this and hopefully it will continue to function as we expect.

Regards,

Virgil Hovar

Re: Last two updates have forced my cash drawer to reset!

urbanlodge — Fri, 12 May 2023 16:34:13 GMT

This issue happened with us this morning, and last week as well.

Re: Last two updates have forced my cash drawer to reset!

sayra — Sun, 14 May 2023 15:50:31 GMT

Hello, @urbanlodge - Welcome to the Seller Community!

As mentioned by @JJ_ there was a fix enabled on Thursday, May 11th. If the troubleshooting steps listed here are unable to resolve this issue, please contact our Support Team so they take a closer look and create a support ticket for our engineers. We apologize for any inconvenience.

Thank you.

Re: Last two updates have forced my cash drawer to reset!

urbanlodge — Mon, 15 May 2023 18:41:22 GMT

Thank you - this happened again this morning

Re: Last two updates have forced my cash drawer to reset!

vhovar — Tue, 23 May 2023 11:13:53 GMT

Well this is VERY frustrating!!! Just received a call from my opening manager and the system TURNED OFF the Cash Drawer option through the night so they can't even start a new drawer without my permission! I gave them my passcode to get into settings and they were able to turn the Cash Drawer option back on but cannot get to the previous drawer to close it. Fortunately, I am able to see it from the Dashboard and can close it.

I will be calling Support but I really wish Square would quite messing around with the Cash Drawer and why would it get turned off overnight (assuming after a regular system restart)??

It had been fine for the past 2 weeks.

I'll check software versions once I get in and call Support.

Re: Last two updates have forced my cash drawer to reset!

Chaos_Emporium — Wed, 31 May 2023 18:12:38 GMT

At some point my Cash Management was turned off also. I turned it back on yesterday, and then the drawer reset this morning again! I thought they had fixed it because I wasn't getting messages in the morning to reset the drawer, but turns out they just turned the drawer off so I didn't get any messages about it at all!

Re: Last two updates have forced my cash drawer to reset!

MayaP — Fri, 02 Jun 2023 16:21:22 GMT

Hey @Chaos_Emporium I am sorry you are having this issue again! Can you confirm which app version your register is on? To confirm:

Tap the down arrow at the top of your Square Register.
Select Settings.
Tap Hardware> General > About Register.

Re: Last two updates have forced my cash drawer to reset!

Chaos_Emporium — Fri, 02 Jun 2023 16:51:27 GMT

It says it's up to date. OS version 5.37.0075 and app version 6.18.

Re: Last two updates have forced my cash drawer to reset!

urbanlodge — Fri, 02 Jun 2023 17:02:52 GMT

This is continuing to happen and we had the same issue below of cash management being turned off so cash sales for that day were not recorded in our cash drawer reports.