Square register display update- grid keeps disappearing

[Rose59]

I have switched on our register this morning, to an update on the system. I have attempted to create a grid with all of our 'go to' categories several times, but any time I then go into another section of the register, for example 'transactions' and return to the grid, the entire grid has disappeared again and must be set up again. 

Very irritating. 

Any advice?

[k_atie]

Hey @Rose59, thank you for flagging this. Sounds like a very irritating situation indeed. 

Have you tried any troubleshooting steps of your own to try and resolve the issue? Most display issues, such as a few common ones listed below, are resolved by undocking/docking or unplugging/plugging in the customer display. You can also reboot the system by using the power button on the bottom edge of Square Register. As a last resort, you could try doing a hard reset on your Square Register. Don't worry: resetting your device will not erase important account settings like items, transaction histories, customer lists or team permissions. It will all be there when you sign back in.

Before resetting your Register, please have the following information on hand since you’ll need it to log back in afterwards:

• Wi-Fi network name and password.
• Account login information (email and password) or device code.
• Location name, if applicable.
• Accessory settings: printer stations, drawers, and any other accessories. The recommendation is to take a picture of the configuration of each accessory.

To reset your Square Register:

1. Tap ≡ More > Settings > Hardware > General > About Register.
2. Scroll to the bottom of the screen and tap Factory Reset > Confirm Factory Reset.
3. Tap Reset one last time. The countdown will begin and your Register will reset.
4. Once the reset is complete, you’ll need to reconnect to the internet and sign back in.
5. Go back through basic setup questions like your time zone, date and time.
6. Reconnect to the internet and sign back in with your email address and password or device code.
7. Add accessories such as cash drawers, printers, or barcode scanners. Learn more about connecting compatible hardware to Square Register.
8. Adjust any settings back to your preferences.

Another possibility that may have caused your display to change is logging in and choosing the incorrect Point of Sale system. For example, if you are someone who mostly uses Retail, and you log in and choose Restaurants, your display will display differently than what you are usually used to. We recommend logging out of your account and log back in, and make sure that you select the right Point of Sale. 

I hope that helps. Let me know if the issue persists, I'd be happy to take another look into it!