Customer Display Not Working

[Stingraybot]

We've been having issues with our customer display not working. We have to reset our register multiple times to get it to work. I've talked to other business owners in my town about it, and they too have had the exact same issues. A temporary solution I heard about what to attach it back to the register, but that defeats the purpose of being able to use the cable.

I talked to customer support recently and they're sending me an entire new register, but that seems like overkill.

[#2]

Hey @Stingraybot and everybody else here.

Thanks so much for posting about this!

I just spoke to @Elyn on the Beta Team at Square and this has been reported, seen, put on alert, and they have a bunch of Engineers looking at & working on it right now. Hopefully it'll be fixed soon since it is a priority!

Thanks @JJ_ & @Ria & @isabelle for your help escalating this, and @MudFire_Dex & @JUYBoutique20 & @lenjobakes for drawing attention to it!

[_Violet · Accepted solution]

Hi @MudFire_Dex Alanah here, following up for JJ. I just reached out to our Engineering Team earlier today to request an update on this known Customer Display issue for the Square Register. 

 The temporary resolution for this issue is to restart the Register (not a factory reset). It may take 1-3 restarts to connect but unless you restart the Register after the Customer Display connects again, this issue should not impact your ability to accept payments through the card reader.

You may also see the Customer Display disconnected in the morning after the nightly reboots which will require a restart to reconnect the Display.

We do know restarting the device is definitely not ideal and we understand any frustration caused by having to do this but once reconnected, this should not impact the ability to process payments. If you are seeing anything different, please let us know! Any and all details will help our Engineers resolve this issue but rest assured, they are actively working on implementing a fix. We greatly appreciate your patience in the meantime 🙏

[MudFire_Dex]

Hi @_Violet yes - lol - we learned the hard way that we didn't have to do the full reset - we are restarting a few times some days and some not at all - thank you for your work on this 🙂

[_Violet]

Oh no! So sorry to hear that, @MudFire_Deanna 😞 I know it can be cumbersome to set up your printer stations again after the factory reset and you can potentially lose offline sales.

I'll be sure to post another update here if I hear anything new! Thank you again 😊

[SGarrison]

Just got a square register and the customer facing display wont prompt to leave a tip on chip cards. it works just fine on tap but not on chip. Why does it work for one and not the other? We are using square for restaurants free.

[pessosices]

Hey @Stingraybot and everybody else here.

Thanks so much for posting about this!

I just spoke to @Elyn on the Beta Team at Square and this has been reported, seen, put on alert, and they have a bunch of Engineers looking at & working on it right now. Hopefully it'll be fixed soon since it is a priority!

Thanks @JJ_ & @Ria & @isabelle for your help escalating this, and @MudFire_Dex & @JUYBoutique20 & @lenjobakes for drawing attention to it!

[MudFire_Dex]

Thanks @pessosices @isabelle @Elyn and everyone else working on this 🙂

[jitterscafe]

having the same issue too, started with the cable connected.. I then docked thinking it was the cable .. but problem still persist. another random issue is the time clock checkin link disappears, we than have to toggle the show check-in system toggle for it to reappear.

[JJ_]

Thanks for reporting this @jitterscafe. I have passed your report to our team. They are aware of this situation and are working on a solution. 

[Jyp1215]

Just writing here to report that 2 square registers in my market are experiencing customer display disconnection issue every time I come to work in the morning. I have to restart square register multiple times to get it working which is pretty frustrating. I hope they come out with update soon to fix this issue.

[JJ_]

Hello @Jyp1215 

This is a known issue that our Engineers have addressed in the latest update. Please make sure that your Square Registers are up-to-date. 

[Jyp1215]

My Square Register is up to date (checking from software update page on the register), but this issue is still occurring every morning.

[MayaP]

Hi @Jyp1215,

Thanks for updating us! Oh man so sorry this is continuing to happen. 

Our engineers are still investigating the issue,  once there is more insight this thread will certainly be updated. 

We know this isn’t ideal, and are more than grateful for your patience at this time.

Please reach out with any further information as well. 

[MayaP]

@Jyp1215 Can you confirm the software you are on? 

Thank you!

[gallery55art]

We had this problem back in March. They sent new hardware and it fixed it until about a week ago. Now, the display is disconnecting and it's hard to to get it back. I don't think it's a hardware problem.

[MudFire_Dex]

We are still having the issue too - restarting does normally work but when someone is waiting for us to check them out it is an aggravation for sure.

[cashxx]

@MudFire_Dex @Jyp1215  Is this still an issue or has it been fixed?

[MudFire_Dex]

We are still having to reboot sometimes to fix the display issue @cashxx 

[aliciavr6]

We were having this problem too, customer display disconnected. A few reboots would fix it… we even got a new cable that didn’t stop it from happening at least once a week. BUT…it doesn’t seem to have happened for us recently! Maybe the latest software update fixed this issue.

[cashxx]

We have been running two new Square registers since July 18th 2022 and so far so good.  Thanks for the info!  Far better than shopkeep so far.  The CC reader wouldn't take credit cards randomly and disconnect from the iPad.  They got new CC readers and said that would fix the issue and that was 2 years ago and never made a difference.

[aliciavr6]

We have two as well! I’ll update if it does happen again in the future. Still wouldn’t switch from Square. We use the loyalty, payroll, workers comp, website… couldn’t ever switch if I wanted to lol.

[Dominic_M]

My customer display on the register is a total nightmare as well for the past few months.  Every day I have to constantly reboot it, sometimes I've had to reboot it multiple times in the SAME transaction.  Absolutely horrible.