Cash Drawer Disconnected error

[Sherry8]

Receiving a "Cash Drawer Disconnected" error when bringing screen out of sleep mode.  It's every time it comes out of sleep mode but eventually the error goes away.  Started 2 days ago.  All cords are in, been rebooted, etc.

[Summer2024 · Accepted solution]

@Sherry8 - going to list some troubleshooting steps/options to try. If none of this works, please let me know and I can escalate to our engineers. 

Quick Fixes (if you haven't tried these already):

• Unplug and firmly reconnect all cables
• Try a different USB port
• Power cycle the entire system (POS and drawer) - make sure you do not have any transactions taken in offline mode before trying this
• Ensure all system updates are installed

Square App Troubleshooting  (if you haven't tried this already/trying to rule out if it could be an app issue):

• Force close the Square app
• Clear the app cache
• Uninstall and reinstall the app

If this does not resolve the issue, please let me know the answers to the questions below so I can escalate! 

• Your POS device model
• Cash drawer make and model
• When the issue started
• Any recent changes to your setup
• How long it typically takes for the error to clear

[Summer2024 · Accepted solution]

@Sherry8 

So what the engineers can see is that the Cash Drawer is printer-driven, so the cash drawer is plugged into the printer. Engineers believe there is some type of printer disconnection occurring.

They would recommend the following:

• Try to plug the USB printer into its own separate wall power outlet. If the printer is connected to the same power outlet (via a power strip) as the Square Register and Cash Darwer, and/or other appliances like a coffee machine, that may generate USB interference affecting the printer and making it disconnect. So trying to minimize the number of other appliances using the same outlet as the printer could be beneficial, giving it its own outlet if possible.
• Replace the USB cable.

Another question, is this just an error message but the actual X2/printer works fine? When turning on a register for example, sometimes you’ll see ‘Customer display disconnected’ for a moment but it isn’t anything to be too concerned with as it’s temporary. 

[Summer2024 · Accepted solution]

Just keeping everyone updated, but I have filed a ticket with our engineers and they should be taking a look into this. Thanks for your patience! 

[ryanwanner]

Hello @Sherry8 !

Quick question: is your cash drawer connected via USB or through your printer? If it's through your printer, Square shouldn't be looking for it. Check More -> Settings -> Hardware -> Cash Drawers, and delete any listing here. That should clear the error.

If it's connected via usb, there may be something wrong with the USB cable. Try a different cable and see if the problem goes away.

Please let us know of any updates!

[Sherry8]

Hello Ryan!

Just did that.  There are no USB Cash Drawers Found, so that doesn't appear to be the issue.  Any other thoughts?

Thanks!

[ryanwanner]

@Sherry8  Hmmmm..... now you have me stumped. I will say that you're the second person in as many days to mention this, so what I'd like to do is get some moderators involved so they can dig around on the back end of things to see if this is a bigger issue.

@MayaP @Summer2024 @Kassi_ @JJ_ and others: any thoughts?

[Summer2024]

Thanks for the ping @ryanwanner - taking a look now. 

[Sherry8]

I appreciate it.  It's only occurring when it comes out of sleep mode, so I did increase that time limit to max at 10 minutes to curb it.  It varies in how long it takes for error to disappear when we have customers.  I don't see any other patterns.

[Summer2024 · Accepted solution]

@Sherry8 - going to list some troubleshooting steps/options to try. If none of this works, please let me know and I can escalate to our engineers. 

Quick Fixes (if you haven't tried these already):

• Unplug and firmly reconnect all cables
• Try a different USB port
• Power cycle the entire system (POS and drawer) - make sure you do not have any transactions taken in offline mode before trying this
• Ensure all system updates are installed

Square App Troubleshooting  (if you haven't tried this already/trying to rule out if it could be an app issue):

• Force close the Square app
• Clear the app cache
• Uninstall and reinstall the app

If this does not resolve the issue, please let me know the answers to the questions below so I can escalate! 

• Your POS device model
• Cash drawer make and model
• When the issue started
• Any recent changes to your setup
• How long it typically takes for the error to clear

[Sherry8]

Bottom of Register has Model # 37965600.  Only other info is REV LEVEL2.01.  Not sure where to find the make.

The Square App portion - we don't use mobile devices for Square. 

We literally have one device in a small coffee shop.  Nothing fancy about our set up.  

[Nate225]

Same issue on our register. Currently has not impacted the functionality in any way, receiving the error but everything works normally. Communication cable from Drawer to Printer, Printer to USB. 

Shut down and reseated all cabling, verified all connections and ports, attempted use of different USB port from printer to hub, etc.  Still receiving the error.

Model - unsure but OS Version 5.55.0104

Drawer - Rev Lev 2.01

Printer - Star TSP100

Started -3/5/25

Recent Changes - None

Error always shows on screen after register is taken out of sleep mode, leaves the screen within a few seconds. 

[FYBSI]

I’ll be the 3rd person to report this same issue. Only started seeing it today. Makes me think it’s coming from squares end if multiple people are experiencing this. 

[bentevintage]

I am having this same issue, but I don't even have a cash drawer . So weird!

[Sherry8]

All Quick Fixes were done already.

I don't understand what you mean about Square App.  Could you clarify?

Device Model: It says "Square Register 0272"
Cash Drawer Make & Model:  I am not sure, I will have to pull that after we close for the day.
When issue started:  Yesterday.
Changes to Set-up:  No changes made.
How long to clear error:  Mostly it's a few seconds (had a hard time taking a picture of the error, since it was so quick) BUT has gone on for 10 or so seconds at the most.

I will send Register information this afternoon after we close.

Thanks!

[Summer2024]

@Sherry8 - disregard the instructions for the Square app since you are using the register.  Once you get a chance to get the details, I'll escalate. I'll be on the lookout for the notifications for this thread. 😁

[Sherry8]

How would I find the Make of the register?  Model # was on bottom

[Summer2024]

I think all of the information you have provided now will be sufficient. Going to escalate to our engineers! 

[Sherry8]

Thank you!

[Summer2024]

I've got them looking into it now 😃 Hopefully we will have some answers soon. 

[Summer2024 · Accepted solution]

@Sherry8 

So what the engineers can see is that the Cash Drawer is printer-driven, so the cash drawer is plugged into the printer. Engineers believe there is some type of printer disconnection occurring.

They would recommend the following:

• Try to plug the USB printer into its own separate wall power outlet. If the printer is connected to the same power outlet (via a power strip) as the Square Register and Cash Darwer, and/or other appliances like a coffee machine, that may generate USB interference affecting the printer and making it disconnect. So trying to minimize the number of other appliances using the same outlet as the printer could be beneficial, giving it its own outlet if possible.
• Replace the USB cable.

Another question, is this just an error message but the actual X2/printer works fine? When turning on a register for example, sometimes you’ll see ‘Customer display disconnected’ for a moment but it isn’t anything to be too concerned with as it’s temporary. 

[dcar525]

I have the same issue after recent update. No disconnect happen, everything works, but that message shown up every time display go to black screen. Quite annoying...

[Summer2024]

Oh boy. I will let the engineers know that we have seen a few reports of this today. 

[dcar525]

Same stuff! Started to happen few days ago after app update. We connect drawer through printer and everytime its going from sleep that message appear. Before, 1.5y has no issue - started only after recent upgrade! All connections are fine, both drawer and printer are functioning properly, it's just that error message which is confusing and annoying.