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! 

[Kellie11]

Our two locations are also having this issue; we have the Square POS registers with Square for Retail. It does not affect the ability to open the cash drawer but the workers have been concerned about it. 

Our OS version is 5.55.0104. The internet and network connections are connected and have good internet speeds. I tested the cash drawer and it operated like normal. I do believe that this is an issue on Square's end and not a result of a USB cable issue, especially with multiple users reporting it. 

[Sherry8]

In a way it's a relief that it's not just us.  I agree that it sounds like a Square problem and not individual business problem.  I also sent emails to Square directly yesterday and shared the info on these threads.  We shall see what happens.

[SargentsTrophy]

Same issue here. Doesn't impact functionality at all. We only have the register and receipt printer. We've never had a cash drawer on the system. Printer and register on separate outlets., no power strip. Started around the same time as everyone else here. No drawers listed in hardware, so not sure why it's even looking for one.

[westsidecreamer]

We are experiencing the same issue as well.  Just started a few days agao for us.

[Summer2024]

Hello all.

I have re-esscalated this thread to our engineers to have them take a look. Thanks for your patience here! 

[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! 

[jadedspade]

The same thing pops up on my square register.  Says the cash drawer is disconnected but it still functions fine.  This started a couple of days ago.  I really don't think I can handle anymore issues.  My website hasn't synced with my dashboard since around November, they claim they are working on it but still nothing.  

[Summer2024 · Accepted solution]

Hello all - after escalating this, I have been informed by an engineer that the fix for this will be released with the update in the app version 6.66. Thanks for reporting the issues you were seeing! 

[PPCLaser]

When the update (6.66) is released, will it automatically update/install in our systems (behind the scenes) or is this something that we will have to monitor and keep checking and looking for to see when it is released?

I’ll just be glad to get rid of that dang cash drawer error. Thanks!

[Summer2024]

Depending on your settings, it should update automatically. Waiting for a response on when 6.66 is going to be released!