Customer display goes black

[Bisonbabe]

Customer display goes black after customer taps or dips. The screen seems to work because if you press on it, it will do things like accept a signature. But I had a lady leave this morning with $132 worth of product that didn’t go through because the screen just went blank and I had no idea how to fix it, so I unplugged it. I restarted the POS, talked with support who recommended I do a factory reset, that still didn’t work. Support never called me back. I called them later today and the woman hung up on me…

[MayaP]

Hello @Bisonbabe - Thanks for reaching out. I am sorry you lost a sale because of this issue. That is frustrating. I would like to get more information to better assist:

1) What date and time did this start happening (please include your timezone) 

1. Tap ≡ More > Settings > Hardware > General.
2. Tap Language and select your language of choice.
3. For date and time, toggle Set Automatically ON and select your time zone.
4. You can also set the date and time manually by toggling Set Automatically OFF and selecting the date, time, and time zone.

2) What app version are you on?

1. Tap ≡ More > Settings > Hardware > General. If you’re signed out, tap Change Settings > General.

2. Tap About Square Register.

3) Make sure your time zone/ date is displaying correctly on your device. 

4) Send a diagotisic report. 

1. Tap ≡ More > Support > Troubleshooting.

2. Tap Upload Support Ledger.

3. Tap Send Diagnostic Report.

5) If you can upload video/photo that would be helpfuk. If you do not see the option to attach a video/photo in community, make sure you are signed in under your community account.  If you already are, sign out and back in.