Square Register freezes after cancelling payment on a declined card

[arghthor]

Square Register freezes after cancelling payment on a declined card. Customer credit card comes up as declined. I then click Cancel payment and the register freezes with a spinning dial. Cannot cancel and need to restart the Register. 

This has been happening for two days now. 

This happens with tap and chip transactions. The Register OS shows as up to date. It is hardwired to our router via Ethernet. The connection test was passed. 

[MayaP]

Hello @arghthor, thanks for bringing this to our attention. That sounds frustrating, especially having to restart the register during the checkout process. I definitely want to help resolve this for you. To better assist, could you share more details:

1) When did you notice this start to happen? If you have date/time, that would be helpful. 

2) What app version is your device on? Check More > Settings > Hardware > General.

3) Turn the Wi-Fi off/on your register. Tap ≡ More > Settings > Hardware > Network > Toggle Wi-Fi OFF and then back ON.

4) Factory reset your device. Tap ≡ More > Settings > Hardware > General. Tap About Square Terminal > Factory Reset > Confirm Factory Reset.

5) Have you noticed it happening with certain card brands? ( Visa, Mastercard, etc) 

[SWCMD]

We have been noticing this since yesterday too, on both or our register stations. We are hard wired to internet and software is up to date.

We have noticed this a two different sites I operate. 

@MayaP 

Version 6.70SW

OS 5.55.0108

[SWCMD]

Here is a video link from the above camera, 

https://drive.google.com/file/d/1towD3lKV01zQpWSbMU53HotXjWbiZQIM/view?usp=sharing

You can see the screen freezing on my end, we then took payment on 2nd register but same thing happened. 

[MayaP]

Hey @SWCMD , thanks for flagging this and providing the video. 

Just curious, does rebooting or factory resetting the device help at all? 

[SWCMD]

We have done a reboot, since then (yesterday) we have not have a declined / insufficient card payment yet, so not sure. 

But for it to happen on both machines and a different locations seems to be more of a software issues then hardware right? Not sure how a factory resetting would help but just cause use to re-set everything back up/...

[MayaP · Accepted solution]

I just confirmed this was an issue, but it has since been resolved.  Can you confirm there are no additional updates on the device? @SWCMD 

[SWCMD]

OK I will monitor, today we have only had successful card payments, so need to wait for a declined payment 

[arghthor]

Confirmed that this is no longer freezing our Square Register. 

[MayaP]

Great, I am glad to hear that! @arghthor 

[TheRealChipA]

@arghthor I'm going to add another decline/cancel issue.  In our case, we have Square for Restaurants POS, iPad/Stand2, with connected terminals for payment processing.  Last night, a declined card followed by a cancel caused the same thing.  In our case, we had to force close apps and reboot devices to clear the problem.  But, at least that worked.

I'm also going to tag the Square moderators here.  Hopefully they can escalate this to the product team(s).

@Kassi_@RSosebee1@_Violet@MayaP@Summer2024@Summer2024@Ellie_@Katie_SQ@Laurie_@Sammie_C

[TheRealChipA]

@MayaP I see that you say this has been resolved.  Any idea if the resolution you speak of will also resolve my hardware configuration described above?

[MayaP]

Hey @TheRealChipA  — that ticket was specifically filed for the Square Register. I’m glad to hear that force closing the app and rebooting resolved the issue.

If this continues to happen with multiple transactions, feel free to create a new post and tag me. Happy to take another look 😊

[Maegan]

I had this same thing happen multiple times Thursday evening, too! Have not seen it since, so assumed it was just a fluke as no staff had mentioned anything. Will keep an eye out, but sounds like it was resolved?

[MayaP]

If this continues, feel free to reach back out and let me know.

I am going to be off for a few days, so if you need urgent assistance, please contact support. Thank you! 

@Maegan