(RESOLVED: 10/30.23) Last two updates have forced my cash drawer to reset!

[Chaos_Emporium]

The title of this thread has been edited by a Square Moderator from the original: "Last two updates have forced my cash drawer to reset!"

The last two small nightly updates have caused me to lose my open drawer history. I don't count my drawer every night and it is the definition of annoying since I can not verify my draw amount for errors. Is this going to be a regular issue with updates now? Or is this something unique to me?

[Chaos_Emporium]

Ok. So I found my open drawer history under reports on the dashboard and that showed two open drawers. One was the this past one with the records I needed to count out my drawer and the last one was just since the update when the register thought I didn't have an open drawer and asked me to start a new one. So the good news is I didn't lose my data. However the update did make the register "forget" that I had a drawer already open.

[MayaP]

Hey @Chaos_Emporium I am glad you didn't lose your open drawer and that has been resolved. 

Is it still forgetting you had an open drawer? 

[Chaos_Emporium]

It has done it twice in the last three weeks. I am pretty sure it happened when the software had an overnight update.

If it happens again I will let you know.

[MayaP]

Sounds good, thank you for keeping us updated @Chaos_Emporium . 

[Chaos_Emporium]

@MayaP

It happened again this morning when I first tried to use the register. At first every time I clicked on a folder shortcut (on a favorite page) the register reloaded (showed the Square loading screen with the percentage bar) and wouldn't go into the folder. After it did it three times I restarted the register. Then it did it again when I tried to tap on the folder. So I went to the library tab and typed in the folder that way. When I clicked on it that time the folder loaded, however I got a pop up overlay starting a new drawer and asking my to put in my starting cash.

After that the register has worked fine. It stopped reloading when I click on folder shortcuts.

I keep my register on over night for updates. Since the drawer resetting and now the constant reloading have been happening when I first try to use the register in the morning, I think it has something to do with overnight updates.

[_Violet]

Hi @Chaos_Emporium 👋 Violet here, following up for @MayaP while she's out of the office. It looks like you still need help with your cash drawer issue, so I kept the ball rolling on your inquiry.

If the troubleshooting steps listed here are unable to resolve this issue, I recommend connecting with our Support Team so they can create a support ticket for you and have our engineers take a closer look into this. Since you own the Square Register, you have 24/7 access to our phone support team. You can reach out to Support directly by logging into your Square account and heading here.

[Chaos_Emporium]

@_Violet @MayaP 

The drawer reset yesterday as well, so I went to your troubleshooting tips and decided to just do a factory reset.

Unfortunately, it once again forced me to open a new drawer when I tried to do my first sale this morning. I will be reaching out to the support team. I guess I now have to count my drawer every night...

[vhovar]

We have had this very same issue this past weekend. We typically leave our drawer open until morning and then our morning staff count the drawer first thing, close the drawer and open a new drawer for the day. On Sat (Sun & Mon) there was a prompt on the register when they came in to start a new drawer. Unfortunately, they did not know how to find the current drawer so by Sunday we had two additional opened drawers that I could see through the Dashboard and through the register using "Other Drawers". This cause a problem because our night staff did not enter the appropriate Paid Out for tips processed during the day and since the drawers were not active there was no way for us to fix them before we closed them. I realized it on Sunday and had to put the entries in our active drawer but then when staff came in on Monday to open the same thing happened. It was prompting them to open a new drawer. Fortunately, we had entered paid out for the tips on Sunday (as well as Fri & Sat) so we knew to use the "Other Drawers) to locate the drawer from Sunday and close it with the appropriate amount.
I talked with Customer Support and was advised to try resetting the register. I have done that today and it it is still an issue we will try doing a factory reset.

[vhovar]

Same problem this morning even after doing the restart yesterday. This morning I closed my drawer, did a factory reset and restarted my drawer. I then noticed there was an update pending so I did the update. As soon as the system finished the update it forced me to open a new drawer even though there was still a pending drawer that I had just started. We'll see what happens in the morning when we try to close the current drawer.

[JJ_]

Hello there @vhovar

Our engineers have rolled out an update to address this experience last night. Please let me know if today this problem persists. 

[vhovar]

Hey @JJ_ ,

Thanks for the follow up. For the last two mornings the drawer is back to normal. It did not force a new drawer to be opened before doing anything else and you could still make PaidIn/Out if necessary.

Thanks for your attention to this and hopefully it will continue to function as we expect.

Regards,

Virgil Hovar

[urbanlodge]

This issue happened with us this morning, and last week as well.

[sayra]

Hello, @urbanlodge - Welcome to the Seller Community! 

As mentioned by @JJ_ there was a fix enabled on Thursday, May 11th.  If the troubleshooting steps listed here are unable to resolve this issue, please contact our Support Team so they take a closer look and create a support ticket for our engineers. We apologize for any inconvenience.

Thank you. 

[urbanlodge]

Thank you - this happened again this morning

[urbanlodge]

This is continuing to happen and we had the same issue below of cash management being turned off so cash sales for that day were not recorded in our cash drawer reports.

[MayaP]

Hey @urbanlodge can you confirm which app version you are on as well? If your device has been updated to 6.19 and you are still having this issue then please reach out to Customer Support at 1-855-700-6000 / squ.re/contactsqsupport and let them know this. Our team will need to look further into this and can file a new ticket if needed. 

[urbanlodge]

It says up to date but 6.18 version.

[_Violet]

Hello @urbanlodge👋 Violet here, following up for @MayaP. It looks like you still need help with this, so I kept the ball rolling on your inquiry.

If you've checked the App Store/Google Play Store and do not see an option to update to the newest version of the app, 6.19, please contact our Support Team for further assistance by following the instructions that @MayaP provided above. Thank you!

[Madame_and_Yves]

This has been happening to us as well over the past two+ months frequently: our Square register and POS running on an iPad "forget" the starting drawer amount we allocate each night when closing the drawer, as it gets reset to $0 when we arrive in the morning. Can this be checked please? We never turn our systems off to allow them to run any updates needed. 

[_Violet]

Hi there, @Madame_and_Yves - I'm sorry to hear that you're experiencing this issue as well.

In order to receive further support, please see the instructions in my previous post which has been marked as the Best Answer to this thread. 

I appreciate your understanding!