Square Register Freezing on Square for Retail

[cspears]

The title of this thread has been edited by a Square Moderator from the original: "Problems with Square POS Freezing"

We have the Square for Retail POS with ipad and customer pad ... in the last 2 weeks it just randomly freezes ... or goes completely black altogether. The only way to get back into business is to 100% disconnect it from power at the little power supply ... wait a few ... plug back in and then power the ipad back on manually.

We have strong internet/ethernet, nothing has changed with regard to our service or internet provider/network ... 

Ideas anyone?  Or anyone else having this happen?  Our system will be 2 years old on April 1.

[ryanwanner]

Hey @cspears ! Sorry to hear you're having troubles! Quick clarification: are you using the Register or an iPad with a connected terminal?

If it's the register, I've heard a few sellers mention there's something going on with lag and freezes. If your customer display is remotely connected, try docking it on the Register. That seems to help solve some of the issues. I'd also recommend leaving it on overnight so it can download and install any updates Retail may have. Also try logging out of the app, power cycling the device, and then logging back in.

If iPad/Connected Terminal, please make sure that the iPad's OS and Retail apps are all up to date along with the connected terminal. For the terminal, leave it plugged in and on overnight so it can download the current version.

With either device, keep track to see if there are specific times that the freezes happen more often, and verify there isn't a firmware update for your wireless router. Also, when's the last time you restarted the router? Every router I've had likes to go brain dead at the most random times. A reboot seems to clear it up.

[cspears]

We have the ipad setup that you buy from Square. So ipad and then the customer pad. We do leave it on and it updates at 3am daily (if/when needed).

[MayaP]

Hey @cspears, I am sorry to hear about your troubles with the Square app. Have you tried deleting and reinstalling the app? Does it go black at certain points, like when you log in, process payments, or look at reports? Or is it sporadic? 

[cspears]

It's not an app. It is the square register.

[_Violet]

Hi there, @cspears 👋

I'm having trouble understanding which point of sale you are using. You previously mentioned that you have and iPad along with something else that you're using as a customer display. You are now saying you're using a Square Register... The Register is not an iPad. You may be referring to the Square Stand 🤔 Could you take a look at the hardware on the Square Shop here to confirm what you're using? 

Once we know which point of sale you have, we can offer troubleshooting steps specificily for that device.

We'll keep an eye out for your reply 🙂

[cspears]

This. 

https://squareup.com/us/en/hardware/register

Is the screen on the register not an ipad? That is what I mean by ipad.

[ryanwanner]

@cspearsthe Register runs its own version of the Android operating system, so it's not an iPad.

If you're still experiencing the freezes, I'd still try the trick of docking the customer display. If that's not working well for you, the next thing I'd try is to do a factory reset on the register. Here is a link to Square's help file showing how to do this. Once it's done, the register will probably have to update itself, so this may take a little bit to get it going again.

Hopefully that solves the freeze issue. If not, definitely reach back out!

[Honeycombbread]

I  use the Register running the Restaurants app and we are also having freezing issues. It always happens on the payment screen where occasionally the guest puts in the card and nothing happens.
We power cycle the device and that resolves it, but it happens multiple times per day, so it's a big disruption.

The device is up to date and we use the customer facing screen docked in the register.

[cspears]

Can we change back? There was an update today to the layout. About a month ago it was launched but you could toggle back in your settings. Now it looks like the update has been forced upon us. We really prefer the previous layout.

[rtfulk]

I didn't like the new layout when it first came out, too many steps to go through verses the old layout. But now that there has been several updates to it we like it better. 

[cspears]

My point is it has a ton of things we don't need. It used to be just a sale. Now the screen has so many things on it ... like in store, pick up, online ... I don't need any of that. Nor do I want to see all that. We are 2 years in with Square and while it has some great pros ... the cons are ... in my opinion ... that whoever develops this software has never been a retail employee in their life ...  bc there are many basic things missing. #1 You can't initiate a return without receipt or customer info ... #2 You can't do a void #3 there are issues with the rewards program and our ability to customize 

[MayaP]

Hey @cspears @rtfulk, thank you both for reaching out and providing your feedback on the new Register update. 

I'm glad to hear the new layout is now working out for your business. If you have any questions let me know! @rtfulk 👏

This is some great insight @cspears and if I were in your shoes as a business owner I would be frustrated as well. I would like to better understand some pain points, so I can let our team know directly. To do that can specify what isn't working for you with the new update? If you have screenshots you can provide that would be great. I appreciate your input. 

[rtfulk]

@cspears It sounds like you have a older version, The new version doesn't have that anymore. It's more streamlined. Square is on Ver. 6.40.1. On your POS tap More ( bottom right hand corner) then tap Support, from there you should see Update. Update from the POS, I don't think Square pushes automatic updates out through the APP store anymore. The last several times I've updated it has been through the app.

[cspears]

I don't use an app. I have the actual square register. It updates daily at 3am (if there are any updates). This update that I am mad about just happened on 4/3. 

[rtfulk]

Ok, A few versions ago the POS app had the exact same thing you are talking about, put an item in and it would ask if it was store, online or pickup. All of that has been streamlined, the store shipment or pickup is located in the 3 dots. As far as returns, I think that has got a lot better, we use a scanner and just scan the barcode on the receipt. I haven't used the Square register, but to do a void you can't just swipe the item to the left to delete it on the register? I would like to see the loyalty points system be more customizable myself

[cspears]

So for about a week now - ever since this last update - we have just constant problems. One of two things happen ... the both the register AND the customer pad on the Square register start random/odd blinking or flashing ... the only way to resolve this is to reboot. Or ... customer cards simply won't work. We get a failed screen. If you hard boot it will approve once it fires back up.

[Lovewell]

@cspears Okay, I know this might sound like a hassle but it has solved a lot of our glitches. 

connect the customer facing screen to the register, if it is not already- then power off the register. Leave it alone for a bit maybe while you’re getting things ready to open. Then power it back on. If the problem still persists I would do a factory reset on the register, that has always solved our issues.

[SFandG]

We are experiencing the same issue. The only way we can get around it is to save the cart then we can run the card. Major hassle. We have done a factory reset and restarted our router. Now our screen is randomly freezing. 

[cspears]

It is a MAJOR hassle and embarrassing! I am sorry you have to deal with this too, but I am glad it isn't just us at the same time. Now I know I am not crazy! So when you say you save the cart ... do you then power down and restart? Or do you just save a cart and when you reopen the cart it works again?

[SFandG]

For us, we were experiencing the same card reader flashing and employees found that when we saved the cart and reopened it the card then works. I spent some time with Square tech regarding it and they sent us a new card reader. But then, today our register touchscreen started freezing and I spoke to tech again. Now they’re sending us a new register (we were two days past warranty for both). So perhaps you need a new card reader as well and hopefully it is under warranty for you as well! Good luck!