Customer Display on Register is blacked out

[Hairsalononmain]

The title of this thread has been edited by a Square Moderator from the original: "Register customer display blackout screen"

Can anyone point me in some sort of direction with the square register customer display screen is black. Power is on and clients can scan cards but there is nothing but blackout screen. Have just purchased this a month ago from square and all updates are good and have unplugged and plugged back. I can’t get any help from square at all. No one seems to be able to help me. I keep getting transferred multiple times to no avail. I don’t have time to sit on the phone everyday for hours which is what I have done a few times already. I have a buisness to run and end up having to hang up. I work 12 hour days 6 days a week and I’m defeated!!!

[_Violet · Accepted solution]

Thanks for reaching out to the Square Community, @Hairsalononmain. My name is Violet and I'm one of the Community Moderators here. Nice to meet you.

I apologize for the experience you had when you reached out to our support team. I do understand, as a business owner, your time is valuable, and you certainly shouldn't need to devote this much time out of your busy day to fix an issue like this. I'd like to assure you that I've escalated your feedback to the proper team, so coaching can be provided to the advocates you spoke with.

As for your Square Register, the Customer Display updates are actually separate from the Register itself. While your software may be stating that it's up-to-date on the Register, it's possible that your Customer Display may need to do an update or two, and this could be what's causing the black screen issue. To force-update your Customer Display, you'll need to perform a factory reset. You can find the instructions for the factory reset in this Support Article. The factory reset can take a few minutes, so I recommend doing this before you open for business, or when you have some down time in your day, as you won't be able to take payments during the reset process.

This should resolve the issue for you, but please let me know how it goes! I'll keep an eye out for your reply.

[Marlenes]

I am also very disappointed in the square support. When I call it takes 40 minutes just to get to someone who can understand what you are trying to resolve. I feel like I am walking them through their own products.

[_Violet]

Hi @Marlenes,

I apologize for the experience you had with our support team. Is there something that you still need help with? If so, whenever you have a moment, please reply with a little more information describing your technical issue or question. I’ll be sure to follow up as soon as possible.