Square register failing during transactions--gray screen with square

[swankyscoop]

We have two square registers and this has started happening with both. Randomly during a transaction (like, card is inserted) it will just go to a gray screen with the square logo in the middle. Restarting brings the register back up, but sometimes the transaction has completed and sometimes it hasn't. It has happened for multiple staff and we can't figure out a pattern to try to trigger the failure. Both registers the software is up to date. Has anyone seen a similar problem?

[sam_MB]

Yes! It seems to randomly crash either during a transaction or when I'm arranging new items on the pages. Very frustrating so its a brand new for us. 

[JJ_]

Hey there @swankyscoop and @sam_MB 

Sorry to hear about this experience. I recommend performing a reset on the Square Register or Registers affected by this behavior.

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. Recommendation is to take a picture of the configuration of each accessory.

To reset your Square Register:

1. If you have taken any offline transactions, be sure to reconnect to the internet and process them before proceeding. Pending offline payments will be permanently lost and the funds won’t be captured when you reset your device.
2. Tap the down arrow on your Register and tap Settings.
3. Tap Hardware > General > About Register.
4. Scroll to the bottom of the screen and tap Factory Reset > Confirm Factory Reset.
5. Tap Reset one last time. The countdown will begin and your Register will reset.

Once the reset is complete, you’ll need to reconnect to your internet connection and sign back in.

1. Go back through basic setup questions like your time zone, date, and time.
2. Reconnect to the internet and sign back in with your email and password or device code.
3. Add accessories such as cash drawers, printers, barcode scanners, or scales. Learn more about connecting compatible hardware to Square Register.
4. Adjust any settings back to your preferences.

If after completing these steps the problem persists you'll want to reach out to our hardware team over the phone so they can look closer into this.

[swankyscoop]

I will give this a try. The problem seems to happen when someone has a card inserted--but not every time. Hoping that the factory reset solves the issue!

[swankyscoop]

Factory reset both of the registers and now it is a few days later...both are failing on almost every other transaction. And it happens while card is inserted, sometimes when they have gotten to the tip screen. Display freezes then restarts itself. Tonight we are busy and the two registers have crashed probably 10 times each. This is a nightmare. I will reach out to the hardware team. 

[Arie]

Thank you for giving these steps a try @swankyscoop. Definitely reach out to our hardware team when you have a moment. You can reach us on 1-855-700-6000. 

[Kchiao]

We’ve been having more issues with our square register this last 6 months more than year prior. I don’t know what’s going on, since we’ve had the same hardware for the last 3 years. But today, it just froze entirely, even after resetting twice. It’s super frustrating.