thread Re: Customer display disconnected after reboot in Payments Troubleshooting

Customer display disconnected after reboot

KC_Phil — Sat, 20 Sep 2025 10:47:01 GMT

The customer display does not always reconnect after the nightly re-boot. The register screen shows Display disconnected on the top and the customer display just has the Square logo and is unresponsive. A manual re-boot usually clears the issue. This occurs at random on both of our registers. Has anyone found a fix for this?

Re: Customer display disconnected after reboot

HC_Charlie — Mon, 25 Apr 2022 17:44:14 GMT

@KC_Philthanks for your post. I also experience this and have no answer/solution other than what you are currently doing...rebooting and then it's corrected. I tried to disconnect/reconnect the extension cable I use for the customer facing screen but that doesn't fix it. Other users here have said they have success with disengaging the customer screen from being attached to the front of the register, and re-inputting it and they report this sometimes fixes rather than doing a reboot.

Re: Customer display disconnected after reboot

HeatherM — Tue, 26 Apr 2022 12:34:55 GMT

Having the same problem here for about a week now. I've even had the customer display disconnect/reconnect during a transaction.

Re: Customer display disconnected after reboot

AdornCapeCod — Tue, 26 Apr 2022 14:36:17 GMT

We have the same problem. I find we have to reboot 2 times now to get it to reconnect.

Re: Customer display disconnected after reboot

KC_Phil — Tue, 26 Apr 2022 14:39:37 GMT

Once usually does it for us, but yesterday it took two reboots to reconnect.

Re: Customer display disconnected after reboot

Chrishawaii3619 — Tue, 26 Apr 2022 21:13:05 GMT

Same problem here. I have to restart Square several times to get it connected.

Re: Customer display disconnected after reboot

KC_Phil — Thu, 05 May 2022 02:06:27 GMT

Reached out to support and this is what they suggested. The customer display would not reconnect until I re-booted the register. Also you may want to make note of some of your settings before doing the factory reset, like device code, printer-receipts-man or auto, display timeout, signature and receipt, and customer management.

I did this procedure on just one of our registers, will reply back on if it made a difference or not.

Thank you for reaching out, my name is Dalorrein with the customer success team. I will be more than happy to help you.

When you have a chance can you do a factory reset, this will make it like it's out of the box again so you will have to set up wifi again, sign in to your account again, if you have printers or cash drawer you will have to set that back up, along with any special settings you had.

Go to the main menu and select support - troubleshooting - do both upload ledger and run the diagnostic report. once they are complete go to settings and hardware - go to general- scroll up select about register- scroll up and you will see the factory reset option.

Once the register reboots the customer display should do an update, after the display updates the register will say its disconnected. you will need to disconnect the display and reconnect it you may have to do that twice.

Re: Customer display disconnected after reboot

KC_Phil — Thu, 05 May 2022 23:54:11 GMT

The suggested fix did nothing to resolve this issue. The display was disconnected this morning and required a re-boot to get it reconnected, same as before the fix.

Re: Customer display disconnected after reboot

GroomsbytheBay — Fri, 06 May 2022 04:24:13 GMT

Excellent. We are having the same issue with our POS card reader. Keep us updated!

Re: Customer display disconnected after reboot

KC_Phil — Sun, 08 May 2022 04:10:52 GMT

I informed support that the factory reset did not help. Their response was to check the cables and then do a restart.. 😞 They also advised to call them at 1-855-700-6000 for further assistance. I would encourage anyone who is having this issue to also contact them, maybe they will start working on a fix.

Re: Customer display disconnected after reboot

KC_Phil — Tue, 10 May 2022 16:37:39 GMT

Spoke with tech support this morning, they have a software update coming out this week that they believe will resolve this issue. Current register version is 5.15.0055, I think she said the new one is 5.17.xxxx Should be installed with the nightly reboot. Please post here if you are still having the issue after the new version is applied.

Re: Customer display disconnected after reboot

GEREADELI — Thu, 12 May 2022 01:07:39 GMT

Yes I have been having same issue on 2 of the 3 registers. Today I had to restart/reboot 5 times and I have unplugged everything while off and then wait 30 secs then plug base and display back in then I power it up. This has been happening for about 3 weeks. PLEASE do NEW UPDATE today!! HELP

Philip G

Re: Customer display disconnected after reboot

RelicRoad — Sat, 21 May 2022 02:21:21 GMT

We to have had this problem multiple times just recently so something Square did must have caused this in way of an update or something.

Re: Customer display disconnected after reboot

XQUIZIT — Tue, 24 May 2022 01:40:37 GMT

Any updates to this, still happening on two registers

Re: Customer display disconnected after reboot

Motte — Wed, 25 May 2022 14:33:51 GMT

2 weeks later and the issue is still not corrected for me sadly.

Re: Customer display disconnected after reboot

JJ_ — Fri, 27 May 2022 13:18:00 GMT

Hello @XQUIZIT and @Motte

Our engineers have worked on a fix that should be received today or tomorrow. Please make sure that your Registers are up-to-date to make sure this fix is applied.

Re: Customer display disconnected after reboot

KC_Phil — Tue, 31 May 2022 01:29:21 GMT

This update was applied to both of my registers early monrning on May 27th. I have not had this problem on either of the registers since then. It appears the fix was successful! The updated software is 5.17.xxxx. if you would like to check if it was applied.

Re: Customer display disconnected after reboot

XQUIZIT — Tue, 31 May 2022 01:42:37 GMT

Thank you. Update did the trick.

Re: Customer display disconnected after reboot

cashxx — Sat, 25 Jun 2022 16:14:55 GMT

@XQUIZIT @RelicRoad This still an issue?

Re: Customer display disconnected after reboot

KC_Phil — Sat, 25 Jun 2022 17:07:53 GMT

Not for me, the last update fixed it.