Why does my tip screen on Square Register customer display keep freezing?

[saraEV]

I have the Square Register package with the customer facing screen, USB printer, and cash drawer. It was purchased two months ago. I have it set up to let customers choose tips when paying with their card/apple pay etc. It is on my food truck, hooked up to a CSG Mobile Router with a Verizon Wireless data plan (the internet is reliable).

The issue is: Sometimes the card tips work fine, but during three different events now, the screen has started to freeze and not allow customers to input tips. It will not allow them to press anything on the screen, and not process their card. The only temporary fix I have found is removing their card, then inserting their card again, with me pressing "skip tip" on my screen. Then the purchase goes through fine. Otherwise, I have to wait for my customer line to die down, I have to pause and reset the whole system. This seems to fix it for a while, but not indefinitely.

My software is up to date, and I have auto updates on to run at 3am each night.

If anyone has advice, please let me know, as I am missing out on hundreds of dollars in tips because of this!

[_Violet · Accepted solution]

Hi @saraEV - I'm sorry to hear that this issue with your Customer Display has brought you to the Seller Community.

The Customer Display actually updates separately from the main Register. In order to update the Customer Display, you'll need to perform a factory reset (this is different than just turning the Register off and back on again). You can follow the instructions listed here. The reset can take some time to complete so I suggest doing this before opening/closing or when you have some downtime.

If this doesn't improve things, please reach out to Support directly by logging into your Square account and heading here for further assistance.

I hope this helps! Please let me know how it goes 🙂

[mmsalmon]

Our register freezes frequently or there is a long delay in the touch commands.  Entering a dollar amount can take 20 seconds, there is a delay in scrolling the screen, choosing an item, etc. The customer screen works fine.  

It's VERY frustrating and embarrassing when we have a long line at our food truck window.  

This happens 8 out of 10 times we use the system. 

[Summer2024]

Hi there, @mmsalmon! 

Like my friend Violet has said above, it is probably best to reach out to our Support Team so they can troubleshoot this issue with you in real time. 

I'm so sorry that this keeps happening. There are so many factors that could be causing this, which is why it's best for Support to help here. 

[Calogerosllc]

This issue has been happening to me as well- So if im understanding this correctly. I have to FACTORY reset my entire POS for just the customer display to update? or just rest the customer display? I dont understand how they are different. 

[Danielspizzeria]

My customer display is also locking up/freezing my transaction/register when customer is required to sign for their purchase.  I have also noticed this on the customer facing screen, which sometimes freezes the register when customer tries to touch one of the tip amounts.  This is beyond ridiculous.  How can Block/Square put out the Square Register with such a flaw?  I am extremely disappointed.

[stuntbaker]

Is @Calogerosllc correct that a full factory reset is required to up date the cfd?