Getting "<> was duplicated and needs review." message occasionally. Why?

[Amanda_Bierock]

I am running the free version of Square for Restaurants. We have a Square Register, a Square Stand (with iPad), and one "free floating" iPad. Occasionally we will get a red box at top of Orders page/screen with the message: "<<ticket name>> was duplicated and needs review." If you open that "duplicate" ticket it says, "An issue prevented changes to a ticket and the changes were moved to this ticket. Review and choose an action. View original ticket" If I click "View original ticket", there will be some similarities between it and the "new"/"duplicated" ticket but they are rarely identical and often have different ticket names (e.g., original was called "Ryan" and duplicate is "Rightbooth"). Also, the "original ticket" has always been a completed transaction and not an open ticket (i.e., payment has been taken). I am assuming this is caused by tickets not syncing across the devices? But not sure why or what is causing it. There seems to be no reason for it that I can find. Anyone else run into this?

[Ellie_]

Hi there, @Amanda_Bierock,

Thank you for reaching out and describing the issue you’re seeing with duplicate tickets. We are sorry to hear that is happening! This type of message typically indicates a sync conflict between devices, but we’ll need a bit more information to investigate what’s causing it in your setup. To help us troubleshoot, could you please provide the following details for each device involved:

1. Device model

2. Operating system version

3. Square for Restaurants app version 

4. Network type and setup 

This information will help us pinpoint whether the issue is related to network stability, device performance, or a sync delay on a specific terminal. Once we receive these details, we can continue with targeted troubleshooting steps. Thank you!

[Amanda_Bierock]

The information for items 1-3 will take me a while to compile as I will need to look it up and manually record it for all 3 devices. What do mean for item 4, what are you looking for?

[Amanda_Bierock]

Square Stand

1. iPad 5th generation

2. iPad OS 16.7.12 (this is the most recent/current OS for this generation of iPad)

3. Square for Restaurants 6.82.3so

4. Wifi (not sure what else you are looking for)

"Floating" iPad

1. iPad 7th generation

2. iPad OS 18.7.2

3. Square for Restaurants 6.82.3so

4. Wifi (not sure what else you are looking for)

Square Register

1. Square Register 1st Gen, V2

2. 5.61.0102 (app version 6.83)

3. Square for Restaurants 6.83so

4. Wifi (not sure what else you are looking for)

[Amanda_Bierock]

I provided the requested info a couple weeks ago but haven't heard anything further. That being said it hasn't occurred in the past 2 weeks, which is nice, but if there is something that causes this that we can avoid or something we should change to ensure it stays that way, that would be great!