My square register is ending the drawer randomly and making me restart the drawers.

[javasprings]

Every week my register is randomly closing and making me restart the drawer. This is getting chaotic and I loose my paid in/out  and I end up with 6 or more ended drawers at end of week. Anytone have a cluse as to what is making the register do this?

[VanKalkerFarms]

@TheRealChipA do you use cash management and could help?

[TheRealChipA]

I do not use it. Have never had the need in my very small shop. I’m not sure whether this is a Register issue or a Drawer issue, either. Maybe post a call for help in the lounge and see if any other SS has noticed this?

[MagicToybox]

This just happened to me. I had a slow period with no customers, as I standing a few feet from the register with no one else around, I receive an email alert on my phone showing my closing report and  Cash Drawer has been ended. No one was using the register. Sure enough, I check the register and I cannot process the next transaction as the Cash Drawer has not been started. 

[DinaLRosenberg]

we got this yesterday when the registered updated- I have no idea what is going on with this- but super weird.

[MagicToybox]

I'd really like a response to why this occurred, and how to prevent it in the future. 

[MayaP]

Hello @MagicToybox, I am sorry you are having issues with your drawer report unexpectedly ending, that is weird and! What app version is your Register on? Have we tried to reset the register, does that help at all? 

[MagicToybox]

Um, I'm curious how you think to see if it helps. I will just wait to see if the cash drawer ends on it's own again, at some random time in the future. I have found multiple other threads with Square users complaining of the same issue. Your answer seems to suggest that Square doesn't take this issue seriously. 

[MayaP]

I am sorry I am not sure how my reply isn't taking the issue seriously. I was asking for the app version and trying to get a better idea of what troubleshooting steps you have done, so I could escalate this on my end. When we ask our support team to look into this they will ask us that, if our team files a ticket they will need to know what you have tried to do to resolve the issue on your end. This was an issue that was reported previously, and our team filed a ticket and issued a fix. A new ticket will need to be filed for this. Feel free to reach back out with that information if you would like us to help resolve this @MagicToybox. 

@MagicToybox

. 

[TheRealChipA]

Fact finding IS taking you seriously. Unless you find facts offensive. Come on, dude. Grow up. It seems all you want to do is complain, then get upset if someone does not react exactly as you want them to. if they are going to find a solution they need facts, answers. Not attitude. 

[MagicToybox]

@MayaP @TheRealChipA You're right- I'm frustrated by not not seeing progress on any of the issues and problems I have had with my Square POS system. The question from @MayaP strikes me as not really helpful, as it seems that you didn't really read my issue- the cash drawer suddenly went through closing process without prompting. I can't recreate the issue, and have no idea if it will happen again. So I don't have an answer for you- so now what should I do, just wait until it randomly happens again? Ask for help again, and then answer the same question? 

[MayaP]

I understand the frustration but I don't think you read my reply thoroughly. Nowhere did I ask you to recreate the issue. I asked for the app version and what troubleshooting steps you have done. 

[MayaP]

I am sorry I am not sure how my reply isn't taking the issue seriously. I was asking for the app version and trying to get a better idea of what troubleshooting steps you have done so I could escalate this on my end. When we ask our support team to look into this they will ask us that, if our team files a ticket they will need to know what you have tried to do to resolve the issue. This was an issue that was reported and our team filed ticket and issued a fix on. A new ticket will need to be filed for this. Feel free to reach back out with that information if you would like us to help resolve this @MagicToybox. 

[MagicToybox]

Yes, please file a new ticket on this as it is not resolved. My system has been reset, it has not repeated, but I don't know if it will or not, as I don't know what caused it to happen in the first place. 

[MayaP]

I am happy to file a ticket but you have yet to answer my question on what app version your register is on. Also, confirm the brand and model cash drawer you are using, is it one of the ones from Square? 

[frances_a]

Hello @MagicToybox 

We went ahead and escalated this issue to our team again.

They have confirmed this was caused by a launch that we had scheduled for the day when your initial post came in. We identified that the rollout would cause cash drawers to end for sellers and decided to roll out after business hours, but received feedback from some sellers that were still open at the time of rollout. 

Additionally, we implemented a fix that would prevent this from happening in the future and it will be available to all Sellers with our next software update. 

This is not related to the issue described in the original post and sellers impacted only had this one occurrence. Cash drawers will not be ended at random times in the future because of this rollout. 

If you have further questions, our direct support team can help!

Thank you ✨

[MagicToybox]

Thank you for answering the initial question. My main concern was this happening during a time when an employee that does not have opening closing privileges' may be working and would therefore not allow the store to function or accept payments. The timing was just after 5pm Pacific, so still well within normal retail hours for me.