"Clock In/Out" disappearing from Register each day

[milkdemcows]

We have the Square Register, in use for about 1.5 years. It is running the POS version that was originally on it, not the "upgrade".

Starting 5 days ago, the "Clock In/Out" option was missing from its usual place in the top-left, so employees weren't immediately able to clock in (had them use our backup iPad with Square POS instead).

On the Register, I went into the team settings; the "allow team members to track time" was still toggled on, but by toggling it off and back on again, only then did the "Clock In/Out" option reappear in the top-left.

However, this issue is happening every morning - presumably re-occurring after the nightly update.

I emailed Square Support and simply got a pre-written response about using the Team app, which isn't helpful.

[Breffni]

Hi @milkdemcows, thanks for flagging this and sorry to hear you are experiencing this issue. 

This definitely isn't intended behaviour & likely an issue with the software. 

I would suggest checking the Register is running on the latest version of software (Settings > Tap Hardware > General > About Register > Software Update). 

If it's up to date, let's try factory resetting the Register: 

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.

 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.

After the reset, wait a couple of days and see if the issue persists. If it does I would suggest calling our Customer Support Team, this maybe something that needs to be escalated to our engineers. 

I hope this helps!

[TheCookieStore]

I am having this same exact issue all of a sudden. Is this a widespread thing? Maybe a software glitch? 

[Breffni]

Hi @milkdemcows, just checking in to see if you are still experiencing this issue? 

If so it would be great to get a couple of pieces of information from you so we can investigate further: 

• From the Menu on your device, navigate to Support.Under Troubleshooting, tap Send Diagnostic Report.
• A video of this occurring if possible 

If you could come back to me on the two of those, we'll be able to update our engineers. 

[milkdemcows]

After going 5 days with the issue, I went ahead and did the "Upgrade to new POS experience" or however it was described (It now says "Revert to previous experience"). That has solved the issue, with the clock-icon now appearing in the lower right corner without issues.

I was hesitant to make the change for the sake of my employees using the POS, but thankfully the changes in appearance aren't huge (we use the text/list option rather than the tiles with images, and the front is noticeably smaller than the previous version; there' s bit less space on the right area where entered items are displayed, and we  are not at our max for how many "pages" can be displayed on the left).

[TheCookieStore]

I do not like the new pos experience so I reverted back. Hoping it doesn’t get forced on us. It makes the images smaller and moved the menu button. It seems like a downgrade. 

[Breffni]

@TheCookieStore, sorry to hear that. 

Could you give me a bit more detail here too? 

• When this started happening? 
• How often does it happen?
• A video of it occurring if possible
• Upload the diagnostic report (From the Menu on your device, navigate to Support.Under Troubleshooting, tap Send Diagnostic Report.)

Thanks for your help on this, I'll keep an eye out for your reply. 

[TheCookieStore]

It started last week and it happens every morning. I’m assuming when the register does it’s nightly reboot it’s causing the clock in/out option to go away. When I go to settings and team management it is toggled on so I just turn it off and back on again and it fixes it……until the next morning. Can’t really do a video since it occurs overnight when I’m not there. 

[Berolina]

I’ve had the same issue for about a month now, tried tech support a few times but I don’t think they have any interest in this problem. We started using an iPad to clock in/out on. 
Looking into other payroll options at this time since square are not going to support tip pooling anymore.