Known Issues on Update 6.14.1

[Candlestore]

The title of this thread has been edited by a Square Moderator from the original: " Update 6.14.1"

Anyone else notice the Popup now that says X item now in cart and waits there for some time.  Before I could scan item 1, a few times and it added that many to the cart.  Now I scan it 3 times and the Popup that stats X has been added blocks it from adding 3 to the cart.  Also when we press Charge and tell the person to Tap, the system beeps like the card was charged but isn't processing.   Then we try again and it processes fine.    This has happened with every transaction today.

Is anyone else having this issue with this update?

We are using Square for Retail 6.14.1 on an Square Stand.

The other stand that has not updated yet to 6.14.1 and is on ver 6.13.0

[Candlestore]

Is it possible to go back to Square for Retail 6.13?

[JK_Fiber_Art]

Hey there Candlestore,

I totally get what you have in mind however, I don't think you can revert.  Once there's an update and it's installed - there you are.  For example:  These apps are not like a Windows Update whereas you can go back to a previous version.   One thought, from our experience, if you are using an Apple device and it does backup your system and apps on a regular basis behind the scenes it may be possible to restore your system to a previous date - it's all about timing.   Moving forward, if you can do that - great - however, it's possible that the app can update itself down the road and you're right back to where you stated.  We love technology but, it can at times really frustrate us.

jk

[Candlestore]

@JK_Fiber_Art ;

 Thanks for the reply, I am not that familiar with all the setting in an Ipad. I have the auto updates all setup incase Square has to update stuff for Security with CC processing, not to hinder my business.  It is just annoying when square sends out an update that ends up slowing everything down.   Yesterday I could scan an item 3 times in 5 seconds....... now to get the same 3 quantity scanned in it takes me 15 seconds.  Scan .... Item X now added to cart pops up.........wait till it goes away..... Scan item again......Pop up   Item X added to Cart....... wait 5 seconds ..... Scan Item again...... Pop up Item X added to cart..... wait 5 seconds to scan another item if needed.   Before I could pull trigger on my scanner wait half a second and pull again and then wait half a second to scan again.    This is slowing everything down and does not make the system better in anyway.   The Beep from the scanner and the item displaying in the cart was all we needed.   Not only that but now when I press Charge, and a person Taps their card, we get a Beep like the card was processed but it isn't.  Then we need to go back to the cart, press charge Again then it will go through when they Tap.   No idea why this was built into Square.  

[JK_Fiber_Art]

Updates are either good or not ... seriously, not sure as to how you move forward at this point.  I'm guessing that Square Tech Support would be your next step .... and hopefully they have a solution.

jk

[Candlestore]

Called them:

What Version of IOS.... What Version of Square....

Uninstall Square even though it was the Newest Updated Version

Reinstall Square for Retail...

So now that Black Box when Scanning is gone.

Checked which Version of Square I now have and say it is 6.14.1  but black box after scanning is gone....

Don't know what happened or what fixed it besides deleting Square off of IOS and Reinstalling it....

Technology!!!    LOL

[TCSlaguna]

Hmmm.... I hope it's fixed. I'm scared to upgrade.... 

[Candlestore]

Since update to 6.14.1 when I press charge the screen popups up for Payment methods like before.  I tell a customer to Tap their Card which they do.  Square Beeps, we both think the card was processed and the screen on the Square stand has not changed.   We try tapping again and nothing.  I have to put in a Pin, to back out to the cart and press Charge again.  Then the same card will be tapped and it works.  Is this a new feature to slow everything down and have us do it twice to make sure we want to charge our customers?   Then my customers think I am charging them twice for the same purchase.  Or is there a new protocol procedure for taking payment for this new update that I am unaware of and have not been trained on?   I would demonstrate with my card but now I get charged for refunds which includes to myself for training employees and to demonstrate your flaws.  

[_Violet]

Hi there, @Candlestore 👋 I've noticed you've posted quite a bit today regarding the update to Square for Retail. I apologize for your frustration.

I've reached out to the Square for Retail Team to share all of your feedback with them and they are currently reviewing and discussing it. I will be sure to return to you here with what I am able to find out about all of this. I appreciate your patience in the meantime 🙏

[Candlestore]

@_Violet ;

 Yes I am frustrated with it and was trying to figure out if it is just me and my employees doing something wrong.  Trying to find out if we could speed this back up to the way it was yesterday.  Is this the way Square is meant to function?  Or do I have a problem on my end only?  First problem is the scan then the Pop up.   This is not bad for one or 2 different items, but some of my customers come up with 6 of an item or 13 different candles plus other items and everything in between.  

Now as I see you replied to my cards not being charged until I enter my pin or my staff enters their pin to go back to the cart before checkout.  I am still trying to figure out if it is one of my settings or just from the update since no one else seems to have this problem in the forum.  

Ver 6.13    press charge customer taps card, Square Beeps, Square Stand changes asks for signature or if the customer wants a receipts..... Today I press Charge, Customer Taps, Square Stand Beep, Screen does not change..... still waiting for payment.  I almost lost money the first time this happened today.   So yes I want to figure out how to solve this.

And when my customers start asking if they were charged 2 times it looks bad on MY BUSINESS.  Now this is out of my control but customers do not like that for an answer especially with assure them they were not charged twice for a transaction.  

Then I get it from my Staff..... are you going to fix this.... people think we do not know what we are doing.  

So yes it is frustrating and you are the first person that works with Square to acknowledge this.   

Anyway    I would like to thank you @_Violet  at least now I can let my employees know that Square is aware and working on the issue but have no idea if this is how it should be or if there is a problem that may get resolved.

[_Violet]

Thank you for your patience here, @Candlestore 🙏

The Retail Team has let me know that they've rolled back the 6.14.1 update. Additionally, they asked me to file a support ticket for the various issues you've experienced so they can investigate further. A Tier 3 Application Support Engineering (ASE) Specialist should be reaching out to you by email to follow up on this.

Again, I do apologize for all the frustration and inconvenience surrounding this update 😓 Your feedback has certainly been helpful for the Retail Team! Please do let me know if there is anything else I can help with.

[Candlestore]

@_Violet 

I called support today after your first message below.  Lost connection to 2 different support people.  3rd one told me to uninstall and reinstall Square for Retail.  After making sure I was on the latest version of IOS and Square.  After I uninstalled Square then reinstalled Square saw I was still on 6.14.1 but not Black Square saying X was just added to my cart after scanning.   So not sure if this is the roll back version or not but seemed better after doing the uninstall from IOS then reinstalling it.

Just following up here too since I did on other posts I made about this update.

Keith

[MountainHouse]

@_Violet 

I do not understand why this issue isn't being resolved!!!! issquareup.com continues to state that all systems are operational, and they are not! We are going on a full week of this issue!!!! When using Square For Retail on the Square Stand with an iPad OR Square for Restaurants on Square Stand with iPad, credit card authorization takes two attempts! Tap to pay, google pay or Apple pay causes the readers light to go out and beep, but NOTHING shows up on the screen, you must cancel the sale and start over. Chip cards inserted into the reader cause the screen to get stuck indefinitely on "Preparing Payment". You have to cancel the transaction and have the chip card reinserted. We have the latest version of iPadOS, the latest version of Square for Retail, and square for restaurants. We have hard reset the card reader by holding down the button until the red lights stop, we have hard reset the iPads. Nothing on our end is the cause of this problem. I have called twice now about this, the first agent said she would report it, nothing happened, called again, this agent said he would report it, and said he couldn't see that it was ever reported by me before. I even shared with him the thread about this in the community so he could see others were also affected. Nobody has called back, nobody has messaged, the problem hasn't been fixed. WHAT IS GOING ON SQUARE???? Customers are extremely annoyed by this issue as they think they are being charged twice! Particularly when they use their phone to tap, as their phone screen registers that the payment went through on the first try. Would somebody PLEASE acknowledge this issue and do something to fix it!!!

[TCSlaguna]

We have been experiencing the same issues for a week. It is indeed quite frustrating. 

 

[MountainHouse]

Thank you for posting that image! Hopefully SOMEBODY that works for square will look at it and take this seriously!!!

[Candlestore]

@MountainHouse ;

issquareup finally may be looking at this:

Payments Disruption

Monitoring

Our Engineers are currently monitoring a fix to address the disruption to Apple Pay payments. We appreciate your patience as we continue to work with Apple on resolving this issue.

Posted 7 minutes ago. May 02, 2023 - 08:38 PDT

Investigating

We are currently experiencing a disruption that is impacting Apple Pay services. We understand how important it is for your business for all of our services to be up and running, and our Engineering team is actively working on a fix. Thank you for your patience with us as we work to resolve this issue.

Posted 34 minutes ago. May 02, 2023 - 08:11 PDT

[MountainHouse]

The "rollback" doesn't make any difference!!! We are on the latest version, and this issue is causing major headaches! Why cant somebody help us???

[MountainHouse]

N/A

[TCSlaguna]

@Candlestore Oh oh. We're still on version 6.13.0

Just saw a button to upgrade.... now I'm going to hold off. That does not sound like an efficient way of checking out a customer. 

[TCSlaguna]

I wonder if this has been resolved...

[_Violet]

Hi @TCSlaguna - Thanks for following up on this thread 👋

Please take a look at my response to @Candlestore on a separate thread here. I just spoke with our ASE Team earlier today. They are currently aware of the issue and are investigating as we speak. TLDR; The update to Square for Retail, version 6.14.1 has been rolled back to the previous version of the app.