Register Customer Display Damaged

[The_Sun_Inn]

Right so yesterday one of our registers suddenly throws up a message ' Customer Display Damaged Contact Support ' We contacted support, unable to sort problem out so need new display, unit out of warranty so going to cost, OK not a problem, ordered a new stand and ipad instead because of other ongoing issues with register! 

Today our first customer taps his card to pay and low and behold exactly the same thing on our second Register, card tapped, display pops up ' Customer Display Damaged Contact Support '.

I am fairly technical and know full well the displays have never been dropped or man handled, this seems a little strange and as if a recent update has made them crash possibly? Has anyone else had this issue at all?

[Breffni]

Hi @The_Sun_Inn, very sorry to hear this. 

I haven't heard of any similar reports but that definitely doesn't sound right. 

Unfortunately, this will need to be escalated to our engineering team via customer support. 

Before doing so, did you try factory resetting either of them? 

[The_Sun_Inn]

Hi @Breffni yeah we have tried factory reset etc on both units, I have watched the CCTV of when the fault occurred and all is fine until the customer taps his card, just very odd that 2 units have the same fault within hours of each other and are out of warranty! The display will come on for a few seconds but then an exclamation mark on a black screen with the error message on the register screen! We haven’t been really happy with the registers to be honest as had other issues that still can’t seem to be resolved 😕

[Ezza77]

Hi mate,

Our customer display screen is doing the same. Says it's damaged and has an exclamation mark, did you ever get yours sorted?

[Breffni · Accepted solution]

Hi @Ezza77, sorry to hear that you're running into this. 

If you're seeing 'Customer Display Damaged', you'll have to contact our support team directly tomorrow so that they can take you through the warranty flow and send a new one out to you. 

Our AU team are available on 1800 760 137 Monday to Friday, 9am to 5pm, AEDT. 

Let me know if I can do anything else! 

[The_Sun_Inn]

@Ezza77 Yeah Square sorted it out for us, 👍

[Breffni]

Only seeing now @@Ezza77,  apologies! Delighted it got sorted, thanks for letting us know!

[The_Sun_Inn]

@Breffni  In fact both screens were replaced 4/7/22 & 17/5/22 with a different fault but again identical faults! 

[Breffni]

Thanks for confirming @The_Sun_Inn, that is super frustrating. Let me know if you managed to get in touch with our support team, it definitely sounds like this needs to go to our engineers.