Square Handheld Initialization Error

[SVLFever]

Hello Square Friends!

Has anyone seen this issue occur after updating to v.7.11 on their Square Handhelds?

We are seeing this several times a day after the update, and the only fix is to power cycle the handheld.  It will then work fine again for a few hours or a few days.

Anyone else seeing this?

@LeahK @tranguyen might be worth reporting, as all of our handhelds started doing it after updating to v.7.11.

[tranguyen]

I can definitely make sure our team get eyes on this @SVLFever!

When you have a spare moment, would you be able to:

• Upload a diagnostic report for a device that is experiencing this. I know this is happening across multiple, so feel free to include only one or two devices as an example
• Once you upload the report, can you also let me know the serial number for the devices? 

This information can definitely help speed up the team's investigation! 

[SVLFever]

Hi @tranguyen ,

I have two devices doing it right now, and have sent the diagnostic report from both of them in the last few minutes.   The device SNs are;

• 52WS21606005336 - No issue with upload
• 528ws21606005287 - Upload support ledger failed, send diagnositc report passed.  I have tried twice with the same result.

Also Tra, I found that the Square AI is giving wrong information in the "support" chat.   I instinctively went to "Support" to upload the diagnostic data, and got the Square AI.   I asked what I should do and it gave me wrong information.   The Diagnostic Report is in "Settings" and not "Support".   Look at me finding a bug while trying to find another bug.  LOL

Let me know if questions.   Thanks again Tra!

[tranguyen]

Oof, thanks for flagging both @SVLFever ! I'll make sure this is route to the right team.

The initialization error is a known bug that the team is actively working on right now. I'm chasing up to get more clarification on timeline and when this will be resolved fully, so will follow up as soon as I have more! 

[tranguyen]

Hey @SVLFever, the team has pushed out a fix for this issue. You might need to do a quick reboot, but the initializing error shouldn't occur again. 

Let me know if you are still running into any issue however, and I can ask the team to look into this again! 

[SVLFever]

Will do Tra!  Thanks again!