Square terminal having shut down and restarting issues

[Hiwork]

Terminal turns off when we touch the screen. I've reset it before (not factory reset), but now it doesn't even turn on. I have tried to factory reset, and nothing turns on. I hear the printer working, and the square icon pops up, and then the screen goes black. One factory reset showed that it was erasing for a second, and then black screen again. Please help!

[MJD · Accepted solution]

Hey there @Hiwork!

There have been recognised issues with terminal and register software lately regarding sporadic shutdowns and errors including devices powering off - to check the status on this issue please visit https://issquareup.com for updates at every stage of maintenance works.

Hope this helps!

[Frida]

Hello @Hiwork,

Great to see you posting again even if its under these circumstances  😊.

@MJDPhotography brings up a good point. The engineers advised that running the latest version of your device software should rectify the situation as well as a factory reset if needed. (Just make sure you do not have pending offline payments)

To check to make sure your device is operating the latest version of software, click here: squ.re/updateyourapp. 

Please let me know if this helps! It may also be worthwhile to reach out to phone support so that they can assure it isn't related to something else. 

 

[MJD]

https://www.issquareup.com/incidents/ktkj3b241jr4 @Hiwork This will likely show the most accurate information regarding your issue!

[Hiwork]

Hi Frida,

I've been monitoring the terminal since then. The terminal only shut down once more since I started this thread. It takes about an hour for it to be able to reboot again. Even though it was more than 75% power when it shut down, we would plug it in again and wait for about an hour or so before it would reboot up (So far, it seems to work that way). We don't have any problems with it holding a charge, as for the days it works all day (with no shut down), we don't have to charge in between. 

As @MJD had mentioned, we did have a few freezes with the register too. We had the freezing problem a few months ago with the first register I bought, and it recently started up freezing again on the new register we just got.

Having these issues, especially during the holidays, will be even more frustrating. I'm hoping the new updates will solve these issues. 

One more question, I've noticed that the terminals are not the same version, but it says that the software is up to date. Why is that?

[MJD]

That could be due to software updates being pushed out in batches to certain devices at a time - @Frida may be able to give us more info on this!

[Frida]

Hi @Hiwork, circling back with you here 😊. (Also thank you @MJD 😁)

Your Registers should never have different software versions, they should essentially be the same. There are instances where batches are pushed out throughout different times as @mdphotography mentioned, but by now all registers should have ability to download the latest version. Which one reflects on your registers just out of curiosity? 

 If there is indication that they are claiming to be up to date, try a force factory reset, just make sure that you do not have any pending transactions you took in offline mode. 

[Hiwork]

Hi @Frida ,

I noticed that both of the terminals had some new UI updates this morning. One of the terminals are at version 5.5.0030, the other terminal is now updating, as it was at version 4.36.0089. When I went to check the versions, the second terminal showed it needed an update, so when I went to update it, the terminal shut down and there was an error message and a message saying to restart. I have restarted it, and then the update started. It went to 100% downloaded and then shut down. Wouldn't turn on again, until I held down the power button till the "reset" screen came on (then I let the button go so it doesn't reset). I was able to start it back up to the screen where it says "loading square terminal" only to have it not load (0%), cycle to black screen, then loading again, and then nothing. The terminal is currently trying to power on again, showing the square logo, black screen, square logo, printer feed, black screen again and again, before shutting completely off. 

The register is at version 5.1.0142, we are still having freezing screen problems. It seems more and more times the register is freezing as the days go on. 

[Frida]

Hey @Hiwork,

Thanks for that info. I honestly suggest calling our hardware team, as neither register should have that behavior upon a factory reset.

Ordinarily this fixes any outdated devices, but it should not be powering off or staying at 0% download. 

[Hiwork]

Thanks @Frida. Will call when the tech support is open. 

[Jennsjava]

This same situation is happening to me currently. Tried rebooting ipad, tried updating ipad. Nothing is working

[JJ_]

Hey there @Jennsjava,

This thread was related to the Square Terminal. However, if your iPad isn't turning on I recommend charging it outside the Square Stand or reaching out to Apple Support for further assistance.

[cafevidita]

I've been having the same issue and just tried to reset the Terminal but it doesn't turn on, it's just the black screen so I can't even see if the Software was updated.  Any suggestions?

[Frida]

Hello @cafevidita, 

Thanks for posting in the Seller Community for the first time, welcome!

That definitely sounds like something that needs to be relayed to our Customer Success team. Sorry that you are encountering this! The good news here is that they have proper steps and checklists to handle instances such as the one you are experiencing. 

Please let me know if there are ay other questions I can assist with too 😊

[Hiwork]

Update:

I wasn't able to call support, but for the last week we have had the terminal plugged in and charging. This week I turned on the terminal and it booted up no problem. I see the version is now updated to the current version (5.5) as the other terminal. It's been working for the last two days. Cross my fingers the bugs have been fixed. Don't need anymore to do during the holiday season!