Customer Display Frequently Disconnecting

[jettys]

For the last two weeks, particularly this week, we've noticed that the customer display on our Square Register has been frequently disconnecting. Sometimes it reconnects immediately, while at other times, it takes up to five minutes to reconnect. Despite multiple restarts of the register, we haven't had any luck resolving the issue — it’s becoming increasingly problematic, as it occurs at least ten times a day, and always when there is a customer present (of course).

We do have a second Square Register, and it has been functioning without any problems.

Both registers are running on OS version 5.59.0115 (both indicating they are up to date), so I'm uncertain about what might be causing these issues. 

Is anyone else facing similar challenges?

[Cirillo]

I’ve seen the same issue with the customer display on my Square Register. Some things to try that have worked for others:

• Undock the customer display (or unplug the cable) and then reconnect it firmly—making sure the dock/latch connection is solid. 

• Verify your Register’s software is fully updated (Settings → Hardware → General → About). Even if it says “up to date”, a manual check can help. 

• If the above don’t fully resolve it, send a diagnostic report via More → Support → Troubleshooting, then consider a factory reset as a last resort. 

• Since your second Register works fine, it may point to a hardware/cable issue (rather than network or general software) on the problematic unit.

[Ellie_]

Hi there, @jettys,

Thank you for reaching out, and I’m sorry to hear about the trouble you’ve been experiencing with the customer display on your Square Register. I understand how disruptive this must be, especially during busy times with customers present.

Since you've already tried restarting the register and confirmed that your second unit is functioning without issue, it sounds like the problem may be isolated to the hardware or a connection issue with the display on the affected device.

To help move things forward, here are a few steps we recommend trying (if you haven’t already):

1. Check the Display Cable Connection: Ensure the customer display is securely connected to the register and that the cable isn’t damaged or loose.
2. Update Software: Confirm the device is running the latest version of the Square Register software. You can check this by going to Settings > General > About Register.
3. Network Stability: Although the customer display doesn't rely heavily on internet, an unstable or overloaded network can sometimes contribute to hardware lag or disconnects. If possible, test the register on a different Wi-Fi network or wired connection (if available).

[jettys]

Strangely enough, the issue has resolved itself. A day or two later, I observed that some elements on the screen looked slightly different, indicating there might have been an update. However, upon checking, it still shows that I have the same OS version as when I initially posted this thread, which is puzzling since it was clear there had been some sort of update. But regardless, the problem has solved itself, so I'm not complaining!

Thank you for your replies. I will definitely keep all troubleshooting tips if we experience this problem again! @Ellie_