"Customer Display Damaged" Error on Square Register

[colossk]

The title of this thread has been edited by a Square Moderator from the original: "Square display damaged"

I'm super frustrated here.

About a month ago We randomly got the "customer display damaged" pop up on our display screen after a customer tried to tap his credit card after having the POS for about 2 years with no issues. 

We got a replacement sent to us, the new display would not work at all and after sitting overnight plugged in it randomly started working the next day. It worked for a few days and then the same issue again. "Customer display damaged" After considerable time spent with support they sent us out another replacement which worked for a few hours then "customer display damaged"  So we went thru 3 displays in a matter of 2 weeks.

These displays were not damaged, dropped or mishandled in any way. I was there each time it stopped working. The display was just sitting on the counter, not being touched. Each time after a customer tried to tap his card, it came up as "customer display damaged"

At this point we were out of warranty so I just bought an entirely new system because I did not want to deal with this issue anymore. 

New system came, worked for about a week and then today a customer tried to tap his card about 30 seconds after the previous customer was processed and " Customer display damaged" 

This is ridiculous, at this point it's clear this must be  software related issue. WTF is going on. I'm super frustrated and do not want to spend hours with support yet again on an issue that is clearly in the software side and no resolutions other than to exchange the display and run into this problem in a few days. I also did not drop $1k on a new system to avoid this issue entirely  to have it reappear  a week later. 

Is there any way to escalate this beyond customer support? Does anyone have any solutions because customer support has been useless other than it's  display issue and sending out new ones

[SVLFever]

I am so sorry to hear that you are having a strange issue @colossk .  I have been using a couple of Square registers for a couple of years as well, and the timing of your question is rather amazing.

About 10 days ago, a customer accidentally spilled about 32 oz. of unsweetened Ice tea into one of our customer displays and yep, it quit working, although it never gave us an error message.   It just started to randomly shut off the entire register, and would give an error when someone tried to insert a card.  The tap to pay still worked though.   Anyway, I had to replace the customer display and now the register is working perfectly again.   

Your issue though sounds more like the Register itself might be problematic.   It also could be related to the way the customer display is connected.  Is yours connected directly to the base of the register, or connected via the USB-C cable?   I would suggest swapping it to the other connection and see if the problem continues.   Do you have another Register you could swap it with???

I'm guessing it is NOT software related, but I suppose a Factory Reset of the device couldn't hurt.  Did Tech Support have you try that yet?

Sorry I can't be of much more help, but I've run out of other ideas.   I hope you get it figured it out quickly.  Let me know if you get more questions and I'll try to help.

[doc_choc]

We did have a few issues with the CFD not connecting to our Register a couple of years back, we could still use the register without the CFD, although not ideal. We have had a couple of replacement CFD and the issue was resolved. I'm sure the Square hardware team will have a better idea, but I wonder if it is batch related as you have had the same issue several times? Sorry I can't help more and totally understand how frustrating this can be. I'm sure the Square customer service team will do all they can to resolve this for you. Good luck!

[_Violet · Accepted solution]

Hello @colossk and thank you for your post. My name is Violet and I'm one of the Square Community Moderators.

Firstly, I apologize for this situation with your customer display. I understand it can be frustrating when your hardware doesn't work as expected, especially after receiving multiple replacement units. To provide more insight, this type of error message occurs due to a failsafe put into place to ensure the security of your built-in chip card reader on the customer display. This can be triggered by rough handling in the shipping process, if the display is dropped onto a hard surface, or a variety of other reasons.

If you continue experiencing this issue on the newest replacement unit you received, I suggest following the troubleshooting steps listed here. As @SVLFever mentioned, be sure to perform a factory reset on the Register. It is especially important to try a factory reset on the Square Register because this will force the updates to your customer display, which are separate from the software updates on your main Register. You can also send a diagnostic report so our engineers can take a look at the logs on your Register and get a better idea of what may be causing this.

I hope this helps and let us know how it goes for you.