Square Register freezes and crashes upon transactions

[imax_bc]

Hello everyone,

We just onboarded with 2 Square POS Register kits. Occasionally, when users insert their cards to either terminal, the system freezes completely and crashes without authorizing transaction. It happens randomly to all credit and debit cards, but still more frequently with Coastal Capital bank. In order to start working again, we have to restart terminal with the brute force. E.g. if Square POS doesn't like it, why not just declining, right? Why crashing so treacherously?

Support has been inefficient providing only the very basic procedures. We still did that - factory resets, checking for software updates. They even sent a new pair of power cables lol

Something is off with both terminals, but I am wondering if anyone had similar experience and if you have found a remedy for that.

I appreciate your insights! Thanks

[LukeNieuw]

Sounds like you should return and replace them. If you just got them they should be under warranty.

I had an issue once but did a factory reset and haven't had it since. 

[imax_bc]

Thanks for your insight 🙂 Unfortunately Factory Reset didn't do the trick for us, on both registers

[RobynR]

 Hey @imax_bc,

I’m sorry to hear that trouble has brought you to the Community. Based on your post and previous cases, it seems that our basic troubleshooting steps weren’t successful. When experiencing crashes and freezes, are you also having issues with your internet signal or connection?

I look forward to your reply.

[imax_bc]

Hello, and thank you for reaching out! No, we didn't have any issues - our connection is hard-wired on a common network. If we did have a sudden lag, it would be known across the organization

[RobynR · Accepted solution]

@imax_bcThank you for confirming, and I apologize for the delay and any inconvenience this has caused.

Given that this is a device-specific matter, I suggest following the recommendation by @LukeNieuw above. You can file a warranty claim if you’re still within the warranty window. If you’d prefer not to go through the warranty process, you can also contact our Support team to have a ticket filed with our Engineering team for a deeper look into why your device is crashing when certain cards are used.

Our Engineering team will likely request a support ledger from both registers to help diagnose the issue. Support ledgers contain essential logs that assist in faster issue resolution.

Submitting a Support Ledger

 Here are the steps to get you ahead:

1. Open the Square POS app on the affected device.
2. Tap ≡ More > Support > Troubleshooting.
3. Tap Send/Upload Support Ledger.

Once submitted, our team will be able to investigate further. Let me know if you encounter any difficulties during this process!