thread Re: Cash drawer periodically not opening in Archived Discussions (Read Only)

Cash drawer periodically not opening

bmlco — Fri, 21 Jul 2017 19:57:01 GMT

From time to time, when processing a sale my cash drawers do not always open. I'm run 4-6 registers, all iPads with Star Micronics printers hard wired to the LAN with the APG drawers connected to the printers. Whever it happens, if I do a zero dollar sale the drawer opens usually after doing that, sometimes multiple times. I've had this setup for a few years now without any issues. All I've been able to find so far on Square's support is just to use the key if you can't get it to open automatically, but I do not see that being an acceptable answer since this has always worked for me before and works 2/3 of the time. Thanks in advance for your help.

Re: Cash drawer periodically not opening

Tom — Fri, 19 Aug 2016 01:54:39 GMT

Hello @bmlco, sorry to hear about the trouble with your cash drawer.

Are you using the APG Vasario 1616 USB cash drawer? If so, you may need to have a look at the manufacturer's site for aditional troubleshooting tips.

Please feel free to reply with any other questions or let our Support team know directly. Hope this helps get you in the right direction!

Re: Cash drawer periodically not opening

CHSStore — Tue, 13 Dec 2016 02:38:33 GMT

Have you found a fix to this issue? I am experiencing a similar problem with my cash drawer intermittently failing to open.

Re: Cash drawer periodically not opening

ryan1 — Wed, 10 May 2017 14:12:56 GMT

The problem is a poor usb connection. The 3 port usb connector is poorly manufactured.

Re: Cash drawer periodically not opening

Tom — Fri, 12 May 2017 19:59:27 GMT

Hey @ryan1, thanks for flagging this and sorry to hear about the trouble with the USB hub. If you haven't had the chance already, these troubleshooting tips may help: Square Stand USB Attachment Issues.

If those don't solve the issue, you can submit a warranty claim or return the unit.

Re: Cash drawer periodically not opening

bmlco — Fri, 02 Jun 2017 22:45:51 GMT

FYI - my scenario in origional post did not involve USB hub. All my setups Star Micronics printers hard wired to the LAN with the APG drawers connected to the printers. There is no hardware issue - I've ruled out all that. Its definately something with the Square app not triggering the drawer every so often. Unfortunately this issue is still outstanding for me. I'm actively looking around for solutions other than Square.

Re: Cash drawer periodically not opening

EJ_ — Mon, 05 Jun 2017 17:33:15 GMT

@bmlco I'm sorry to hear that this is still an issue for you. It sounds like the issue might be happening between the printer connection to the Point of Sale app.

Our Point of Sale Experience team has been devoting extra time toward working on printers, specifically network reliability. The improvements were rolled out in the recent app update, so make sure all of your devices are fully up to date, and also be sure the iOS version is up to date as well.

Let me know if this helps at all.

Re: Cash drawer periodically not opening

Grindhouse — Wed, 09 Aug 2017 01:30:38 GMT

I have the same problem, was there ever a fix found?

Re: Cash drawer periodically not opening

puka — Thu, 10 Aug 2017 16:38:41 GMT

Hey @Grindhouse,

I've heard from other Sellers that troubleshooting the Point of Sale app has helped. Sometimes the app just needs a restart in order to communicate to the app correctly. If that doesn't work for you, you can check out the manufacturer's site for additional troubleshooting tips or contact us directly to take a closer look.