Terminal device not Sycing with Cloud tickets

[Murph74]

After 14 years with Square, I may have reached my limit. I'm now in hour 5 of Chat support to fix what appears to be a broken software update on the Terminal 1v1 Device.  Here are the details:

Terminal 1v1
OS 5.65.0081
App 6.77.1
Firmware 4.6.38
Status "Up To Date"

Tickets created on the Terminal device sync and appear with other devices as expected.  Tickets created with other devices sync and appear on all other devices EXCEPT Terminal.  Currently as I type this, i can see 5 tickets (includign 3 of those made on the Terminal device) on the Android app and the iOS app used with a "Stand".  However only 3 tickets that were made with Terminal are showing on Terminal, the other two tickets made on the other two devices as a test are not visible.

Please advise ASAP.  We are a neighborhood bar that uses the Terminal to allow customers to check out at their table instead of coming to the bar's Stand, and as a backup device when thing get busier and we have multiple people ringing drinks in.  Cloud syncing is critical to our use!

We have reset, factory restored, rebooted, changed setting, confirmed connectity and several other suggestions MULTIPLE times with MUTLITPLE agents.  Unfortunately, the Square phone number is forcing me into a chat over and over that is proving redundant and useless.

[ryanwanner]

Hello @Murph74 !

I think the biggest challenge you’re running into here is the v1 Terminal. That version is no longer supported by Square, and any software update it gets is limited to vital security releases. To be candid, I believe all us v1 terminal merchants are going to see more and more issues like this as the current software and hardware progresses further past this point. 

If you’ve already done the factory reset on your terminal, I don’t think there’s much else you can do unfortunately. As much as it sucks having to spend money to replace hardware, I think that is may be your best bet. Good thing is Square does have payment plan options for hardware on their shop page. You may also be interested in the new Handheld model as well. 

Wish I had better news!

[Murph74]

Hi Ryan, I sadly agree with you.  I did replace the device with a v2 today out of sheer necessity.  

But the real heartburn comes from knowing the v1 device still works fine for on-demand sales and check outs, it simply isn't pulling ticket data other devices from the cloud.  I'm no rocket surgeon, but I'm not understanding how that functionality alone is being chalked up to "security" when the "important" part (payment processing) is working just fine. Feels very, very much like a software glitch IMO.   A glitch that just cost me $300 none the less.... 🫤