Square Register goes blank and clears the screen

[Grape]

I have been having this issue for a long time. Sometime it happens 4-5 times a days or more and sometimes not at all. When the item is scanned, the customer dips his credit card on the customer display to pay but the register screen goes blank, the items are cleared. For the customer, it looks as if he paid but when I check the transaction, there is nothing. It's hard to repeat the scanning and asking some customer that the transaction did not go through. 

Anyone had the same issue and can provide guidance on this. Thanks.

[Joe]

Hi there, @Grape - thanks so much for reaching out to us and joining us here on the Seller Community! Happy to have you 🎉

So sorry to hear about this trouble with your Square Register - very troubling, indeed. 

Would you mind walking through these specific troubleshooting steps? They will help check to see if there are any outstanding software issues needing to be addressed for your device, as well as implement any pending software fixes that may be available.

Keep me updated on your progress!

[SWCMD]

This happened to us today, 

customer purchased 2 items, came to just under 8 dollar, tapped his card, said approved on both ends (his screen and mine side), and then the screen went black with the square logo on both sides. 

Internet was fine, and hard-wired. POS is only 7 weeks and brought from square 

We even have the over the register camera footage will show this. And no record of the transaction too in the system 

And now Square telling me its been "voided" 

In a retail business you don't have time to argue and ask the customer to pay again as it clearly showed approved, plus he got a SMS from his banks saying it was approved at our store, he showed us! 

soo angry 

[KB_]

This happened to us today and the customer showed us their online banking account that showed the amount as "pending" BUT on square there is no record of the transaction at all!!!!!! and its too late in the evening to get any help from square !!!! Our internet was fine too at the time. 

This happened following a credit card decline as part of a $200 split bill.

I processed payment again ( for the 3rd person) and then the screen went black.

The other 2 payments and the bill just disappeared ! and 2 of the people of the group had already left as they had a cab waiting.

[SWCMD]

view our videos onYoutube.com search "square pos - glitch after card payment" , we have uploaded them here

[_Violet]

Hi there, @KB_ and @SWCMD - Thanks for reaching out to the Seller Community to bring this issue to our attention. I'm sorry to hear that you're having some trouble with your Square Register.
 

I suggest starting out with the troubleshooting steps for your Register listed here. If this doesn't improve things, please reach out to Support directly by logging into your Square account and heading here for further assistance. You will have 24/7 access to Phone Support since you have the Square Register. If our Customer Support Team is unable to resolve the issue, they will create a support ticket for our engineers to take a closer look at the behavior.

I hope this information is helpful but please do let me know if you have any additional questions.