Menu not working on new checkout

[BofBArtStudio]

I have one of our systems still allowing us to disable the new check out for now. But since it's switching over in a couple days I thought I would test it out.  When I enable it and test however here is one thing that I noticed that is going to be a big problem.  When we are in a cart with the customer added and we click the three dots in the right corner to invoke the menu, anything on the menu that we click on doesn't do anything and doesn't respond at all. It acts like it clicks but the responding action doesn't happen. For instance redeem reward, show customer info, clear cart, add custom amount, etc.

When I click the three dots up in the upper right the menu does show up but anything that I click on the menu, does not show up or does not respond. And the menu goes away after I click any of the options.

This is going to be a problem on Tuesday when you force us into this checkout experience so I'm hoping it gets fixed before then.

Here are some photos of what I'm talking about.

Three dots in upper right  in a customer cart ..

Menu that comes up when I click those three dots...

 

 

[JJ_]

Thank you for this report @BofBArtStudio. It is very important to us that this new experience runs as smoothly as possible before switching over to it permanently soon. Can you confirm on which device this is happening? And, have you tried any particular troubleshooting to try to address this?

[BofBArtStudio]

Yes it is on the brand new Square stand with iPad. It is the black one that has the tap and dip right on the front of the device. I just bought it less than 2 months ago.

The troubleshooting that I tried is all referenced in my original post.

Clicking the menu, and then clicking on a menu option, and the menu goes away but the option doesn't activate. Killing the Square For Retail app and restarting it does not make a difference.

Then when I go into settings and favorites and turn the new checkout experience off, then the menu and it's actions all work just fine.

We use this menu all the time for just about every customer and every transaction, so I'm hoping we can figure this out before Tuesday.

Thank you

[JJ_]

Everything looks good there... I guess the only thing we could try before escalating would be removing the application and installing it again. Let me know once you do that, and also confirm if you have any other iPads you could try to replicate this on. Once these steps are completed if the problem persists I will gladly get this escalated for you, @BofBArtStudio

[BofBArtStudio]

Do I uninstall and reboot the iPad and then reinstall?   

And on your other question the other two stands and iPads we have at our other two locations are older (the white stand) and they no longer have the option to toggle the new checkout experience on and off. That went away about 2 weeks ago.  So with those two stands I can't even test the new checkout.

[JJ_]

Thank you for the swift response here.  Just wanted to confirm on which iOS firmware is your iPad and which version of the Square for Retail app are you using. 

[BofBArtStudio]

I will have to check when I get there but it was installed at the beginning of February when I received the brand new stand and iPad. So it's very recent.

Is there a way for me to check that remotely?  If not I will be there in about than 5 hours.

[BofBArtStudio]

Actually, I was able to go into device management on my dashboard and I am pretty sure I clicked on the right one for that location and it says the following.

OS Version 16.4.1

Square Retail Version 6.39.4

[JJ_]

Yeah, uninstall reboot, and reinstall works. Gotcha! Let me know how it goes then. 

[BofBArtStudio]

Did that and it totally screwed up my cash drawer. It says that there's no cash drawer started and I had a whole Cash drawer with a bunch in it because it's the weekend and the banks were closed on Friday. So now what do I do about that?

Also the menu has the same behavior, so no change.

We are going to need to know that this is fixed before Tuesday or we're going to need an extension on when we're forced into the new experience because we're going to have a bunch of upset customers if we cannot redeem their rewards.

[JJ_]

Oh, no! I am sorry for what happened with your cash drawer. I was not aware that your iPad was currently in use (since you mentioned not being there at the moment) and should've told you to wait until your business closed.

Thank you for the video, I will go ahead and get this escalated for you right away. 

[BofBArtStudio]

Yeah, I didn't realize to tell you it was in use as I thought that would be obvious.

We have staff, so me not being there doesn't mean not in use.

I am not sure what to do about the drawer.  Somehow I need to get a proper drawer report.

Thank you for escalating this. Hopefully somebody will find a solution before Tuesday morning.

Do you know what time Tuesday things are going to transition?

[JJ_]

Hey there @BofBArtStudio

Our Square for Retail product team has provided me with a possible solution for you. 

Please let me know if it works for you or not. 

Steps:

1. Enable cart 2.0 via settings

2. Kill the app (tap the home button or swipe up from the bottom of the screen, then swipe away Retail POS)

3. Re-open the app by tapping on the app icon (Cart 2.0 should be enabled)

4. Try using the "Actions" menu again.

My advice is to try this when the business is closed and closing reports are completed to avoid any unwanted actions.

[BofBArtStudio]

@JJ_ 

I thought I had tried that the other day but I just tried it again and that worked. So enable the new checkout experience, kill the app by double clicking the button and swiping it off of the screen, restart the app and then boom the menu works as expected. Thank you.

@Candlestore can you confirm that this works for you as well?

[Candlestore]

@BofBArtStudio , @JJ_ ;

I just tried to exit the App, Swipe up Swipe away and then Tapped Square for retail to open it.  New experience was still enabled.  Tapped the 3 action dots and got the screen to see Custom amount tapped that but the Keypad never appeared.  Do I have to Log out of my Square Stand then Log back in to that device code?  I am not normally an Ipad user.  So I logged out of my device, Logged back in with the device code and that worked for me this time.  Since I know I have logged out and in of that device since this past weekend trouble shooting my scanner.  Fixed that by unplugging the Power brick from the stand and plugging that in.   Just let me know when we need to do the Hokey Pookey and turn ourselves about for other troubleshooting fixes...... LOL

[BofBArtStudio]

Wow!  Ok so now we have multiple ways for sellers to get this to work.  Sigh.

Haha. "do the Hokey Pookey and turn ourselves about for other troubleshooting fixes".

You crack me up, @Candlestore !

@JJ_ , I thought we were all going to be forced into the new experience on April 2nd but it looks like it's still allowing us to toggle back and forth

[Candlestore]

@BofBArtStudio ;

I like to add humor when I can.

[BofBArtStudio]

Here is a video showing the behavior when I turn on the new checkout experience and then when I turn it back off. Notice that everything works fine when the new checkout experiences off and when the new experience is on it does not work.

[Candlestore]

@BofBArtStudio;

After seeing the above video I checked my Ipad at home and saw the samething you did and I am on Version 6.38.1.  After taping the 3 dots in the upper right with New on it disappeared right away but when off the screen waited for input.  Now the Tablet I have at home is not one I use daily for sales which is why it is an older verson of Square.  The easiest one to see the problem is " $ Add custom amount " , You would need to enter an amount to process a sale but never lets you enter the $ amount.  

[BofBArtStudio]

Thanks for taking the time testing and confirming that you are experiencing the same behavior, @Candlestore.. 

Hopefully it can get fixed before the switchover tomorrow.  

[Candlestore]

@BofBArtStudio, @JJ_ 

You are welcome for me testing this.  Now I tested at my store this morning.  I have 2 Square Stands, 1 is on version 6.39.4 and the other is on 6.38.1.  Version 6.38.1 works fine, version 6.39.4 does not work fine.  When I tap the 3 dots in the upper right 6.38.1 is able to have the Custom Amount screen appear and wait for an amount, while 6.39.4 does not show the Keypad at all for the custom amount to be entered as mentioned by Cheryl!.

Not sure why on one Ipad with 6.38.1 it worked fine, and on the one at home it did not work fine. 

The only thing I can think of is the one at home is just the Ipad, no other accessories (card readers or stand), and the one at the store with the same version has the Stand, and Tap reader connected.

Below is 6.38.1 and the New Experience works fine:

Here is the video of the New Experience on 6.39.4 which does not work correctly.