Square app keeps resetting mid-transaction

[EarthMarket]

Our Square POS system keeps resetting randomly. Sometimes we will be in the middle of ringing through a customers order in-store (sometimes after weighing/ringing in over 10 items), and the app just resets and kicks us out, and when we go back in, their transaction is just gone and we have to start all over.

This is frustrating for us and our customers who are waiting for us to ring them through. Anyone else having this issue? It only happens with the Square POS app, and no other apps on our device. 

[Kassi_]

Welcome back to the Community, @EarthMarket - 

Could you check the software version of your app and device? 

Make sure they both have the most recent version. If this doesn't do the trick, you can delete and install the app again. 

Last question would be in regards to your internet or data connection. Are either of these strong connections? 

I will keep an eye out for your reply👀. 

[EarthMarket]

Hi Kassi,

The version on my square app is 5.78.1 (it says it was updated 1 day ago). The ipad is also using the most recent version it says.

Our internet connection here at the store is never a problem. It is a wifi connection and right near the router. We never use data on our ipad with the POS system. 

We are nervous to delete/install the app again, especially if it takes a long time, as we use this system all day every day pretty well.

[Kassi_]

@EarthMarket - 

Completely understand the reservations about deleting the app. Do you have the option to do this after you're closed? 

I would recommend it on one device at a time. Another option you could try would be to reach out to our CS Team directly to see if something is going on within your account or file a ticket with our engineers. 

Please let me know if you have any other questions.