Square Register not printing receipts with Master Cards

[sammyg]

As of yesterday our Square Register no longer automatically prints receipts with mastercards. Additionally, these transactions are taking much much longer than usual. About 5 seconds to go through.

Debit cards and non master card credit cards still automatically print receipts. You can manually force a receipt print after the transaction goes through, but as you can imagine this is really slowing us down. 

A similar bug happened with our register in February / March of this year, but weirdly enough it was JUST debit cards that it effected. Eventually a fix was pushed out and printing for all cards came back, but it took almost a month to get the fix in. 

Square, are you aware of this bug / seeing it on your side?

[sammyg]

Following up on this after a long weekend of working with this bug. It's not JUST Master Cards that are doing it. It's all types of cards and I can't quite figure out what the common denominator is. It's about 50% of my CC transactions though and it's bottle necking service like crazy.

Square, any word on this?

[_Violet]

Hi @sammyg - I'm sorry to hear that this issue with your customer receipts has brought you to the Seller Community. This definitely sounds odd. I haven't heard of any reports of this issue 🤔

Could you please confirm that your Square Register's software is up-to-date? The latest software version is currently 5.49.0024.

I'll keep an eye out for your reply.

[sammyg]

Hi Violet,

My Square Register is on version 5.49.0020... interesting! It says it's fully up to date, though, when I "check for an update." See attached pic.

[sammyg]

Sorry here is a link to the picture of my Square Version : https://photos.app.goo.gl/QM1H3U4JZ5NQoUA58

And here is a link to a video showing the issue : https://photos.app.goo.gl/9P4rbD4fJRX4yEKt8

[_Violet · Accepted solution]

Thanks for providing these additional details, @sammyg. Version 5.49.0024 is currently being rolled out to Sellers on a percentage basis, so it's not available to all Sellers just yet. Engineering just confirmed for me that this update will be available for all Sellers on 5/9, so keep an eye out.

When you have some downtime, perhaps at the end of your business day, I would also recommend performing a factory reset on the Register.

If the factory reset does not resolve this behavior, please let me know 👀

[sammyg]

Hi Violet! Any update on this version being rolled out? We're still battling this bug and a factory reset did not help.

[sammyg]

Hi Violet!

Checking back on this. We're at version 5.49.0025 and we're still having this issue.