Lets hope they fix this quick

[ChickenRacer]

Has anyone had dramas since the update with cash sales all of a sudden taking ages to open the till. The ipad seems to have to think about it? This better not stay, its not much, but when doing a couple hundred sales over two hours, it's a bugger!

[Sineaid]

Thanks for flagging this @ChickenRacer!

Indeed, I can imagine that any delay in your cash drawer opening during a busy period is going to cause disruption. 

Could I ask that we cover off the basics here first by checking the software on your device, to ensure that both the iPad and the Square app itself are both fully up-to-date.

If they are, or you still experience the same issue after updating, could you let me know the following so I can look into it further for you:

- App Version - From the Square app, select: More > Support > About 
- iOS Version - From the iPad, select Settings > General > About
- POS - Square Point of Sale / Square for Restaurants / Square for Retail

If you could also upload a short video that demonstrates the delay, that would be really helpful. 

[ChickenRacer]

Hi Sineaid!

I have spoken to tech support, and provided all of this, but it's a major, major problem so happy to provide again hoping it can help!

They are all Square Stands, with iPads of various ages (all bought with Square), all are up to date on both IOS and the Square app itself. 

Till 1

Till 2 

Speed test (you didn't ask, but tech support did)

Till 3

Tiill 4

I have uninstalled and installed app on all 4 (took ages and caused dramas with printer profiles)

Have factory reset one of the ipads, again took ages, not prepared to do it for all tills until I see proof it will work on one

Video of issue on 1 till (same on all 4)

(It won't let me upload a video, let me know how, though has been sent to support yesterday)

Thanks

Ben

[Breffni · Accepted solution]

Just taking over for Sineaid here @ChickenRacer. 

Thanks for all the details. I had a look and found the ticket that has been created for our engineers who are looking into this. 

I can see you are speaking with them directly, so we will let them continue the investigation, and hopefully, we'll be able to provide you with a solution ASAP. 

If you need anything else just let us know here. 

[ChickenRacer]

Thanks, apparenlty they identified today and will fix when they can. Hopefully it's soon as it is holding us up and costing us money

[ChickenRacer]

I am a little concerned, rang Square for another issue, asked about this issue whilst on phone, and they are saying this issue is fixed, even though it isnt, and they don't have a record of my previous videos!

[ChickenRacer]

Three weeks and this is still not fixed. This is costing us money and time, and stress on the staff. I have emailed my contact thru the ticket, and they are still working on it, but surely 3 weeks is a long time to work on such an important aspect of a small business

[Laurie_]

Hi @ChickenRacer,

Just dropping by to provide an update.

Firstly, thank you for your patience while our team worked on fixing this issue. We've been addressing it in the background for some time, originally planning to include the fix in the last app update. However, the fix will now be available to all sellers in app version 6.44, which will start rolling out to devices the week of Monday, May 27th.

Since the fix has been delayed to version 6.44, I've applied a free processing credit to your Square account for your next $1,000 worth of sales. The card processing fee will be reimbursed in your Square transfers.

Thank you for sticking with us as our team worked on resolving the issue with cash drawer delays. If I can help with anything else in the meantime, don't hesitate to reach out.

[ChickenRacer]

Is it May 27th, or May 29th, this thread says one thing, email says another.

By that point it will have been almost two months. Also, why was I told yesterday it was fixed in email, and then had to spend about 45 minutes resetting, uninstalling, reinstalling etc all of my 4 ipads. This was a complete waste of time, as it hasnt been fixed.

While I appreciate the free processing, $15 doesn't go close to the amount of sales lost and angst and wellbeing of the staff

Also I requested my Square Manager or Represtative call me yesterday, whats the time frame on this normally please.

[Laurie_]

Apologies for the delay in responding, @ChickenRacer. I intended to reach out last week after touching base with your account manager to bring this issue to their attention.

I understand they had already arranged a call with you prior to your message here, and it appears that conversation has since taken place. It sounds like Tess was able to assist in addressing your concerns during the call. Nevertheless, please feel free to ask any further questions you may have in this thread, and I'll be more than happy to assist, or help you connect with Tess in the future.