Customer Display "Update Needed"

[glenncudmore]

All of a sudden one of our Square register customer displays reads "Update Needed". 

I've tried rebooting, switching from USB connection to direct connection to register, setting register back to factory settings and no luck.

I also noticed in settings that it indicates no customer display is connected. 

[_Violet]

Hi there, @glenncudmore - Apologies for any confusion here! 😓

The Customer Display on your Square Register actually updates separately from the Register itself, so the update will not initiate with a power reboot.

First, I suggest disconnecting your Customer Display from your Register and reconnecting it again using the steps listed here under the "Display Troubleshooting" section. After that, you will need to perform a Factory Reset to initiate the update for your Customer Display. Please be sure to review the "Reset Your Register" section of the same article for what you'll need before doing the Factory Reset and then follow the instructions. You may need to do this a few more times if the Customer Display update doesn't start right away. You can monitor the progress directly on the display 🙂

This should do the trick for you but please let me know how it goes! I'll keep an eye out for your reply 👀

[THydeck]

Tried factory resetting dozens of times, still did not fix the problem. 

[THydeck]

I've tried rebooting, switching from USB connection to direct connection to register, setting register back to factory settings and no luck.

I also noticed in settings that it indicates no customer display is connected. 

[bellacaffe]

Hi Violet,

Didn't work.

Doug

[_Violet · Accepted solution]

Hi there, @THydeck and @bellacaffe - I'm sorry to hear that the troubleshooting hasn't resolved this issue for you both.

Since we've exhausted the troubleshooting steps, we'll need you to connect with our Support Team so they can gather the information required to create a support ticket, as we cannot access your Square account and device information here in the Seller Community. Then, our engineers can investigate this further. If you haven't already, please reach out to Support directly by logging into your Square account and heading here.

Thank you.

[AMatthew]

More>Settings>Hardware>General>About Square Register

the update is at the top of that About page 👍🏻 

[found]

I'm in the same boat and tried the above, it says "software up to date" but the customer display still says "update needed" ???

[BernadetteA]

Hi @AMatthew 👋 Thanks for posting.

If you have already tried the troubleshooting steps outlined in this thread, I highly recommend reaching out directly to customer support. It sounds like a rep needs to walk through this one on one with you, and possibly escalate to the advanced support team.

You can reach the team by logging into your account, and clicking this link. 

[Detail_Werkz]

Had same problem. Had to call tech support. Here is what they made me do to make this fix.

Click MORE

Click SUPPORT

Click Upload Support Ledger

Click Send Diagnostic Report

Once this has been processed.

Click MORE

Click SETTINGS

Click HARDWARE

Click General

Click About Register

Click Factory Reset

Then setup as if this was new. You won't lose any data. Eventually it will auto update the customer display.

Done

[SugarRush3]

I just did this with my device (during service of course) and although it took several minutes, I followed this list and it triggered the update in the customer display AND didn't delete any of my settings (menu pages, pictures, prices, etc)

Thank you so much for this information!

10/10!