Bug Report: Customer Display Disconnects During Payment Flow Summary

[JTPets]

The Square POS is intermittently reporting that the customer display has disconnected. This occurs at the same point in the payment flow between the payment confirmation screen and the phone number entry screen for Square Loyalty points. The issue began recently and has persisted across multiple transactions.

Environment

• Square POS

• Latest available POS software version

• Hardware configuration

  • Square Register with a wired customer display

  • No recent hardware changes prior to the issue

• Internet and power connections stable

• Occurs during normal in-store transactions

Issue Description
At the moment the POS transitions from the payment confirmation screen to the loyalty phone number collection screen, the POS flashes an error that the customer display has disconnected. The customer display then reconnects automatically but the interruption disrupts the flow of checkout.

This behaviour is consistent and has occurred for two days. It appears tied to this specific point in the payment flow rather than to any physical cable issue. No other functions trigger a disconnection.

Steps to Reproduce

1. Complete a sale on Square POS.

2. Confirm the payment on the POS.

3. Wait for the POS to transition to the loyalty phone number prompt.

4. Observe intermittent “Customer Display Disconnected” message.

5. Display reconnects automatically.

Expected Behaviour
The customer display remains connected through the entire payment flow without interruption, including through the loyalty phone number prompt.

Actual Behaviour
The customer display disconnects at the moment the loyalty phone number prompt is triggered, then reconnects.

Temporary Mitigation Attempted
We are moving the customer display from wired to integrated mode to remove potential cabling variables. However, based on the consistent timing of the disconnection, we believe the root cause is likely a software bug rather than a hardware issue.

Additional Notes

• Issue began recently without changes to our setup.

• Problem is intermittent but happening frequently enough to affect checkout flow.

• Unable to reproduce outside of actual checkout transactions.
  
  

@Summer2024 @_Violet for escalation vis

[SVLFever · Accepted solution]

Hey @JTPets .  I saw a very similar issue and it ended up being a bad customer display.   Unfortunately for me, it had gone out of warranty about 2 months prior, but replacing it solved my problem.   Do you have a spare display to swap with?

[JTPets]

I've removed the wire for now inserted it into the pos. If it continues to cause issues I have another unused pos we can pull from

[JTPets]

Either a bug or a bad display, it happened again while plugged into the POS 😞

[JTPets]

swapped the pos - no more error - tried to warranty but needed 1 final factor reset and another error before I can warranty

[JTPets]

I called today and got to hardware support with only 3 identity confirmations 😜 

I had done everything but a factory reset, my bad - the rep sounded like she wanted me to call back and I think she could hear my frustration about wanting to do more testing resulting in more customer experience impact, but it was my fault - my tones are easily identified when i am frustrated, but she didn't make me call back, she told me she would do all the steps to open my ticket and get it ready so I DO NOT have to call back! I think she handled me and my issue AMAZINGLY well!

I've dragged Square phone customer support in the past pretty hard, for some legit reasons, but the last 2 calls to the center for support have been top tier! Shenelle deserves recognition for her excellent handling of my call!

ref:!00DE00Y7ru.!500V40pAwlO:ref @Summer2024 @_Violet @isabelle 

Now off I got to do the final hardware testing to confirm its a hardware issue before RMA

[_Violet]

Hi @JTPets - I'm happy to hear you had such a great experience with Shenelle over the phone. I'll pass along your feedback to them 🙂

I understand it can be frustrating to go through the troubleshooting, but we do need to complete these steps with you, before we can escalate to our engineers for their investigation. This is to eliminate any issues that could be resolved by the troubleshooting steps. Additionally, your customer display does not get updated when you update the software on your Square Register. The display is actually updated when you do a factory reset, so this is why we ask you to do this step.

Now that Shenelle has created your support ticket, our engineers will review to determine whether the issue can be resolved by a software fix, or if a warranty replacement is necessary. I've seen some instances where our support team has prematurely issued warranty replacements, without escalating to engineers, and Sellers run into the same issue on the new unit because the issue was actually caused by the software. We don't want that to be your case!

We appreciate your patience while our teams work on this for you 🙏

[JTPets]

Well it happened after I did the factory reset. I have filled out the form for a warranty replacement.