Hi @VillageClub,
Got it. Sorry about the inconvenience!
Here are also some additional troubleshoot steps to try below. If the issue continues to happen please contact the Hardware Support team. We will need the information below in order to file a ticket with the engineers. The information below is what engineers ask us to gather in order to file.
1) Ask the seller to touch the screen while also touching the metal enclosure of register using the same hand - for example, ask the merchant to use their thumb to tap the touchscreen while their fingers are wrapped around the device, touching the metal back of register. Does it improve?
2) For Testing Purposes Only: Have the seller switch the power outlet that the register is plugged into. Does touch performance improve?
3) For Testing Purposes Only: Move the register to another part of the shop, ideally away from any other electronic or mechanical devices. Does touch performance improve?
4) Can the seller provide EXACT steps to reproduce?
What is the seller touching or navigating to when the register becomes laggy?
Is it like this all the time or only sometimes?
Is there regularity to when it happens, does it always lag on the same screen or does it lag on multiple different screens?
5) Upload Diagnostic Report. To upload report go to Support ➔ Troubleshooting ➔ Send Diagnostics Report.
6) Provide Video the lag
Thank you so much! Please let me know if you need anything else?
