About the Strangest Issue Ever with a Touchscreen

[beringiaz]

On a Tuesday morning, we opened our store only to find that our touchscreen on our register was not being responsive. Someone found a stylus. The touchscreen returned to the same responsiveness with use of the stylus. 

The next day before the store opened, I brought over a second Square register from a completely different location (about one mile away). I placed the entire register (all the pieces) in the exact some place. The same problem: the touchscreen was only responsive when using a stylus. 

I took the register (the one mentioned in paragraph one) and took it back to the other location (again, about a mile away). I set it up. No problem, touchscreen worked perfectly. 

I just want to clarify.

1) Two systems work identically and perfectly in building A when the two systems are placed in building B the touchscreens are not responsive and need a stylus 

2) This is a NEW problem. Everything has been fine for five months when we first purchased the square system. 

3) Nothing has changed in the environment (i.e. new electronics)

Any ideas? (and please, please do not tell me to restart the machines or do a factory reset, I did that with both machines). 

Thanks!

[Donnie-M]

@beringiaz Gremlins or a power vortex or some kind of quantum entanglement!

Really this is one of those things that drives you crazy.  I use that process of elimination often to trouble shoot things at the restaurant.  The only thing that could maybe is something to do with power.  I am assuming you changed out everything including the power adapter.  Now power shouldn't cause that kind of issue and the odds of 2 different pieces of equipment having the same failure is also statistically unlikely.

But as I always say, the worst case scenario is not always the least possible scenario!

[beringiaz]

I had a reply on Reddit that is similar to your idea. They are capacitive touch screens, which means that an issue with grounding can impact the influence of the finger on the screen. I am going to try a new power strip and using a different outlet. I'll repost the results.

Crossing fingers. 

Thanks for the reply.  

[beringiaz]

You were right on track.

New power strip and not using an extension cord solved the problem. 

High-five! Thanks for the help. 

[Candlestore]

@beringiaz ;

Let me preface this with I do not have a Square Register with a customer display.

Do you have locations set up since you have two locations 1 mile apart?  I am wondering if there is a setting for Locations for turning the sensitivity or something similar.  I know there are different settings that can be adjusted per location which is why I am asking.  Since your situation is unusual.  

Now as for electrical Gremlins, I can believe that because I had the issue with my one scanner.  It would randomly disconnect the USB connection at my one Square Stand.  The identical system not even 6 feet away had no issues.  Same Stands, same Scanners.... tried moving them around etc and the issue no matter what I swapped stayed at the one checkout Location, not following the moved equipment.  

Good luck figuring this out.  Mine just went away.... not sure if it was an update or the Gremlin moved on.