Why won't my Square Terminal load?

[Shawn73]

[The title of this thread has been edited from the original: Terminal will not load]

Trying to use my new terminal and it is saying failed to load this is day one for square. I am thinking i have made a mistake. Help

[isabelle · Accepted solution]

Hey @Shawn73!

Really sorry to hear that. If you've already looked at this troubleshooting article and are still having this issue, I would encourage you to give us a call. We have an entire team dedicated to supporting the Square Terminal, and they're available 24/7. 

Let us know if you have any other questions. Here is how to contact us via phone.

[ArdastraPhotos]

Just purchased a square terminal yesterday. The setting up process works perfectly but when it’s time to sign in I only get the loading screen 0% process. I’ve rested the terminal 3 times so far and still the same issue. I’ve also try to create a new account to see if my account was the issue and still the same problem. This is my second time purchasing a square product and I’m always getting a faulty product that has issues. 

It loops between this screen and the screen and your starting up screen

[Joe]

Hi there, @ArdastraPhotos 👋 Thanks for reaching out to us here on the Seller Community. So sorry that you are experiencing this trouble with your Terminal right off the bat. We will get this solved for you!

I've gone ahead and merged your post with a separate thread of Sellers who also experienced this issue. Feel free to follow these troubleshooting steps above and it should resolve the issue for you.

Let me know if you have any questions! I will keep an eye out for your response. 

[ArdastraPhotos]

Still no feedback. I need to know if the item needs to return 

[Valentina]

We're sorry to hear you're continuing to run into this issue with your Square Terminal, @ArdastraPhotos. If you've already run through the troubleshooting steps linked in this thread, please give us a call.

As @isabelle mentioned above, we have a team dedicated to our Square Terminal, and they will definitely be able to work with you to figure out your next steps here.

[Kmapp25]

Hey mine is doing the same and I’ve only just unboxed I need help 

[Akky2020]

Just recieved my new square terminal today and I have exactly the same problem. Requesting if a solution is available for this problem of terminal stuck on 0% loading and running in loops between the loading screen and square logo 

[ashc]

Hey @Akky2020,

Sorry you're experiencing this. I would take a look at @Joe's answer above and do the troubleshooting steps listed and contact our support team directly if those don't resolve it.

[mercury47]

I am having this exact problem as of yesterday.  I did a full factory reset and it hasn't fixed the problem.  Do I need a replacement device?  

[jdnatdesert]

I'm in the same boat. Ours got stuck on its own "black screen of death" several days before our biggest fundraiser so far this year. Volunteers were stuck writing out cc card info again, something I thought we were done with. Meanwhile, after repeatedly going through the same questions/routine in online Help, a person did email and I sent them videos of the problem. Hoping for an answer Monday, and am expecting to be able to send it back and get a replacement shipped out right away. I hope the same for you - or an actual fix.

[mercury47]

Just got off the phone with Square tech support.  Turns out that I needed to log into my Square Terminal with my email and NOT the device code like I normally do.  Everything seems to be working now.  I really wished they would update their online trouble shooting to include that step because logging in with a device code is so much quicker than with my email account. 

[janisrichardson]

After trying everything, I found your post, tried it - logging in with my email and NOT the device code - and it worked! Thank you! 

[Leetrini]

I factory reset and entered only my email and password and still same lopping problem… any other suggestions. Thanks 

[Ren-YEG]

Hi There, my terminal is trying to install a software update but it seems to be stuck. The progress bar has not move in the last 2 and a half hours. Has anyone run into this issue and would you have a solution?

[JustinC]

Yikes, really sorry that your Terminal won't update. I'd force a factory reset to get things working again, then go back to the General  > About Terminal Settings to retry updating. 

Steps to perform a reset are included in the link @isabelle provided on this thread.

@Ren-YEG

[TallgrassMeat]

The past two days, when we have an order entered at the terminal, the screen blacks out when we hit the charge button. Not every time, just a couple times a day. It comes back on quickly but the order is then blank and we have to start all over. We have tried restarting the terminal but it keeps happening. Anyone know what is going on? Or a good fix for this? Thanks in advance for any insight on this!

[JustinC]

Weird...sounds glitchy. My friend Isabelle can give you a hand on this thread I moved you to. Check out the troubleshooting link she included above. 

@TallgrassMeat

[VinylFlagSigns]

We are having the same issue. Just bought the Square Terminal two days ago and it has crashes several times each day. We updated the software and it has a connection to the internet but will state that there is no internet connection and then ultimately go to a black screen.

[VinylFlagSigns]

I wanted to add that we have done everything on the troubleshooting list and nothing has worked. 

[Joe]

Hi there, @VinylFlagSigns - thanks for reaching out here and letting us know. So sorry for the trouble with your Terminal!

If you've walked through the existing troubleshooting steps and are still experiencing issues, we would recommend reaching out to our Support Team as soon as possible. They can make sure this issue will get resolved.

We look forward to hearing from you!