thread Re: Feedback on Recent POS Update: Search and Scanner Functionality in Orders, Menu Items, Catalog & Fulfilment

Feedback on Recent POS Update: Search and Scanner Functionality

JTPets — Sun, 21 Sep 2025 10:11:08 GMT

Hello Square Support Team,

I wanted to reach out to share some feedback and a request regarding recent updates to the POS system. While I appreciate the ongoing improvements—like the new search feature—it would be immensely helpful if you could provide clearer communication around upcoming changes. This way, we can be fully prepared for any adjustments that might impact how we use the system day-to-day.

For example, the recent update changed the way our barcode scanner interacts with the system. Previously, scanning an item would automatically add it to the cart, regardless of other functions being open. Now, if the search functionality is active, scanning only performs a search rather than adding the item to the cart. This unexpected change has nearly led to accidental giveaways, as items didn’t scan correctly, and we were unaware that they hadn’t been added to the cart.

Such issues can directly impact sales and customer service if items are given away unintentionally. Each time something like this happens, it affects both our revenue and our team’s efficiency. Additionally, some of our staff members are not very tech-savvy, so having a brief document outlining the changes and any new operational details would be beneficial for training and daily operations.

Lastly, from a usability standpoint, I believe that in any POS system, a barcode scan should always add the item directly to the cart, regardless of which function is open. This helps ensure smooth, accurate transactions every time.

Thank you for considering this feedback. I hope we can find a solution that works for both the software updates and our in-store experience.

Best regards,

John

Re: Feedback on Recent POS Update: Search and Scanner Functionality

Lou8 — Wed, 13 Nov 2024 13:03:43 GMT

Hi @JTPets , I apologise for the delayed response.

I appreciate you sharing your feedback with us, and I understand how frustrating it can be when new features are released without prior heads up. I'll make sure to share your comment with the relevant team.

In this case, and as mentioned on this thread, a ticket has actually already been filed with our engineers to investigate whether what you described is an expected behavior or a bug. Would you be happy for me add you to the ticket, and have one of our engineer reaching out for more information ?

Re: Feedback on Recent POS Update: Search and Scanner Functionality

JTPets — Wed, 13 Nov 2024 14:26:51 GMT

Yup

Re: Feedback on Recent POS Update: Search and Scanner Functionality

Lou8 — Thu, 14 Nov 2024 15:54:53 GMT

Hi @JTPets ,

I will actually need to file a separate ticket. Can you please confirm the following information:

Make and model of the barcode scanner being used.
App version and the hardware used (if you have multiple hardware, is this happening on all ?)

Can you also confirm you've attempted these troubleshooting steps:

Connect the USB scanner in a different USB Hub Port for the Square Register.
Update app.
Restart hardware.
Perform a factory reset.

Lastly, they've requested that you updload a diagnostic report for any hardware that's impacted (before the factory reset).

Many thanks.

Re: Feedback on Recent POS Update: Search and Scanner Functionality

JTPets — Thu, 14 Nov 2024 16:02:57 GMT

This is happening on both pf my Square Registers, they use square provided symbol scanners provided by square, there is no app to update it is auto updated by Square.

Re: Feedback on Recent POS Update: Search and Scanner Functionality

JTPets — Thu, 14 Nov 2024 16:07:26 GMT

Video of primary concern in action:

(view in My Videos)

Re: Feedback on Recent POS Update: Search and Scanner Functionality

Lou8 — Fri, 15 Nov 2024 10:34:52 GMT

Hi @JTPets ,

Thanks for taking the time to record a video - it will be really helpful for engineers. I appreciate your detailed explanation about why you do need this feature back. Having worked in busy retail/coffee shops myself I completely see where you're coming from.

If you could also please confirm some details with me, as I'd be unable to file the ticket otherwise:

Make and model of the scanner: as per the video I'm assuming you are using the the Zebra Symbol LS2208 USB Scanner ?
App version currently installed on your Registers ?

As for the troubleshooting steps, can you:

Try connecting the USB scanner in a different USB Hub Port ?
Upload a diagnostic report for both Register.

Thanks for your help 🙂.

Re: Feedback on Recent POS Update: Search and Scanner Functionality

JTPets — Fri, 15 Nov 2024 16:52:03 GMT

Yes that is the model scanner

Yes I have moved usb ports

Software version 6.56sw

OS Version 5.51.0076

I am unsure of how to send a diagnostic report on Square for Retail on the register

Re: Feedback on Recent POS Update: Search and Scanner Functionality

Lou8 — Mon, 18 Nov 2024 16:09:10 GMT

Thanks for confirming this @JTPets . I'll filed the ticket with engineers ASAP.

To submit a diagnostic report and support ledger from your Square Registers :

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

Re: Feedback on Recent POS Update: Search and Scanner Functionality

Lou8 — Wed, 20 Nov 2024 15:20:12 GMT

Hi @JTPets , thanks for your patience here !

This was a known issue and our engineering team have found a fix, which will be released in version 6.57 of the app.

Let me know if you have any questions.

Re: Feedback on Recent POS Update: Search and Scanner Functionality

JTPets — Wed, 20 Nov 2024 15:27:38 GMT

@Lou8 Thanks, now let me add to the pile 😜 https://www.sellercommunity.com/t5/Square-for-Retail-Group/Bug-Report-Inventory-Transfer-Update-Breaks-Stock-Tracking/td-p/762813

Re: Feedback on Recent POS Update: Search and Scanner Functionality

Lou8 — Wed, 20 Nov 2024 15:54:32 GMT

Thanks for flagging, @JTPets. We’ll use this thread to focus on the specific Search and Scanner Functionality issue but a team member will follow up on that post as soon as possible !

Re: Feedback on Recent POS Update: Search and Scanner Functionality

LaCyclerie — Fri, 06 Feb 2026 20:42:36 GMT

Any update on this?

I have posrt about similar issue as well:

https://community.squareup.com/t5/Hardware-Setup-Troubleshooting/Using-scanner-don-t-select-a-variant/m-p/807422