(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?

[vhovar]

Well this is VERY frustrating!!! Just received a call from my opening manager and the system TURNED OFF the Cash Drawer option through the night so they can't even start a new drawer without my permission! I gave them my passcode to get into settings and they were able to turn the Cash Drawer option  back on but cannot get to the previous drawer to close it. Fortunately, I am able to see it from the Dashboard and can close it.

I will be calling Support but I really wish Square would quite messing around with the Cash Drawer and why would it get turned off overnight (assuming after a regular system restart)??

It had been fine for the past 2 weeks.

I'll check software versions once I get in and call Support.

[Chaos_Emporium]

At some point my Cash Management was turned off also. I turned it back on yesterday, and then the drawer reset this morning again! I thought they had fixed it because I wasn't getting messages in the morning to reset the drawer, but turns out they just turned the drawer off so I didn't get any messages about it at all!

[MayaP]

Hey @Chaos_Emporium I am sorry you are having this issue again! Can you confirm which app version your register is on? To confirm:

1. Tap the down arrow at the top of your Square Register.
2. Select Settings.
3. Tap Hardware> General > About Register.

[Chaos_Emporium]

It says it's up to date. OS version 5.37.0075 and app version 6.18.

[MayaP]

The fix the team issued to address this was 6.19. You are not seeing that update available? If not would you be willing to try a factory reset, that does sometimes push the updates through @Chaos_Emporium ?

[vhovar]

 IS BROKE AGAIN!!! Please fix the cash drawer on our Register to leave the drawer open from one day to the next like it used to work. Since this past Saturday morning our Register has forced us to start a new drawer in the morning, not give a chance to close the previous drawer. And I'm told that you could NOT get to the previous day drawer on the Register to close it. It had to be closed by our manager on the Dashboard.
Please fix this and leave it alone!!

[_Violet]

Hi @vhovar - I'm sorry to hear that this issue with your cash drawer has brought you back to the Seller Community. We appreciate you bringing this issue to our attention.

If you have already checked to make sure that your Register's on the latest software and you've already tried a factory reset, we'll need you to connect with our Support Team so they can file a ticket to get our engineers' eyes on this. Our Engineering Team will be the ones to determine whether or not this can be resolved by another software update release.

Since you own a Square Register, your account has 24/7 access to our phone support team. You can reach out to Support directly by logging into your Square account and heading here.

[vhovar]

@_Violet I sure don't mean to be combative with my response but the standard response of doing a "factory reset" is just not acceptable unless there is a method provided to preserve and restore the local settings that need to be redone following that procedure. There is no way that we should have to be forced to do a "factory reset" every time an automatic update is done that screws up something on our end. There must be a better way! Being forced to do a reset during our business day requires that we close the current drawer with proper adjustments and open a new drawer, again, making the proper adjustments so our overall end of day will be accurate and my morning staff can correctly count and balance the drawer.
I know Square has very competent and capable programmers but unless they accept and embrace that there are businesses that rely on accurate Drawers I fear we will just continue to have these issues. I now have a weekend of inaccurate Drawers because of these issues AND no way to adjust them because that feature just has fallen on deaf ears. I now have to go through the extra work of fixing my month-end close process to account for this issue.

And: It appears we received an update last night that corrected "hiding" our open drawer and we were able to close it as normal this morning. I sure hope someone takes this issue seriously and quits sending out updates that cause this trouble.

[_Violet]

@vhovar - I appreciate your response and understand your concerns.

If you do not feel comfortable performing the factory reset during operation, my suggestion would be to wait until you have the downtime to do it so that information doesn't get lost. Before resetting your Register, it's also a good idea to take a screenshot of any of your hardware/accessory settings or write down information like the figures for your cash drawer. I did notice that a software update was released earlier today so it would be a good idea for you to double-check that you are still on the latest version.

Please understand that the troubleshooting listed in the Support Article is the extent of support we're able to offer here over the Seller Community. I know this to be true for our Support Team as well, as I was part of the Square Register Support Team before I became a Community Moderator. Unfortunately, there aren't any secret additional steps for us to suggest after you've exhausted all of the available troubleshooting. 

If you have not done so already, it is crucial that you get in contact with Support so they can collect the information needed to file a ticket to get this issue in front of our engineers for their review. Our Engineers will be the ones to investigate and diagnose this issue and work on getting a fix together.

[sugarlab]

Recently, our cash drawer management has been wonky. It will close, without anyone actually closing it. Then our team can process cash sales without starting it. So our cash management has been really off. We've tried being super diligent about making sure it starts, but it still gets off. Is this an issue with our register's software perhaps? 

[_Violet]

Hi @sugarlab - Thanks for reaching out to us here on the Square Seller Community to bring this to our attention.

I think what you're experiencing is related to the issue described in this thread. Please see my post which was marked as the Best Answer for additional details.

I hope this information is helpful but please do let me know if you have any additional questions.

[Crystal72]

This has been happening to me on a daily basis. It's quite frustrating to have to keep track of the balance at the end of the day, then add the cash transactions up to make sure the til is balanced. You can't use the register unless you add in the cash totals. I have to view the previous days transactions from my computer to find the cash transactions, and add that to the previous balance. It's an extra step that I don't have time to do. It's caused huge balancing issues when another person was working in my store and left the total at $0. Hopefully there's a fix for this soon.

[vhovar]

Yea, and for the past entire week now the Register forces a new drawer every morning and they only thing you can do is close the previous drawer, without any last minute modifications (paid in/out). This, thankfully is workable as long as our night shift remembers to put in the correct cash amount they removed from the drawer for tips. If not, too bad, no way to correct it in the morning like usual. I did alert Support of the continued issue but it doesn't seem to have helped. Not sure why this is not viewed as an issue.

[Biehlesocial]

I'm having same issues as well, very frustrating

[2A311117]

We are having the same issue in two different shops with Square Register, EVERY NIGHT, it loses the start drawer.  We are running 6.20 on both registers.

[vhovar]

@2A311117 , sorry to report that a response I received from an open Support case, states that this is NORMAL behavior ("once a new day starts it will require you to start a new drawer even with the previous one not being closed"). They also acknowledge that you cannot edit a closed drawer and in our experience, you cannot make any changes to a previous open drawer other than put in a closing balance.

This is very problematic if our evening shift forgets to put in the paid out for daily tips or any other adjustments for the day. There is NO WAY to apply those changes in the morning because you are forced to start a new drawer and cannot use or modify the previous OPEN drawer. This just happed on Sunday/Monday for us. Yes, we can ask as much as we want to have our staff make the necessary changes but accidents do happen and things get overlooked. At this point Square is saying "too bad" we have to live with this new behavior.
I really don't understand why this has been changed after at least the past 4 years I've used Square Register and a cash drawer. 

[2A311117]

My issue is different I think.  We close our drawer at night everynight.  In the morning that information is wiped clean and the opener needs to go look up the start drawer information in our report book.  It seems to be happening during the nightly reboot which we can not turn off.  Square?  Any ideas?

[vhovar]

That is very curious. I'm wondering if the two are related. We, as well, have a nightly restart but do not close the drawer at night. We count and have the opening shift close the previous day after preparing the deposit. Over the past few months there have been several iterations of success and failure of this process. We have totally lost an open drawer, simply forced to open a new drawer (in spite of one already being opened), or back to our original behavior of letting us properly adjust and close the drawer on our own and then opening a new drawer. In one instance we were forced to do a restart of the Register mid day and that action forced a new drawer to be opened and the current drawer was "orphaned" in the system and could only be closed. As you can imagine, this caused an issue with staff tried to count the drawer and make adjustments and the deposit. 
I've talked w/Support again and will be submitting a formal complaint about the lack of attention we seem to be getting with the recent drawer changes.

[_Violet]

Hey all 👋 Again, I do apologize that you all are still experiencing issues with your Cash Drawers. 

Since we are still seeing reports of this issue as recently as today, I reached out to our teams to see if they could provide any further details for me to pass on. I was told that a fix will be released in version 6.21 and that should be available for everyone by Thursday, July 6th. Please check your devices on that day to update to the latest version, 6.21.

I'll be sure to keep you all updated if I hear any additional news. I thoroughly appreciate your patience in the meantime 🙏 

I hope this information is helpful but please do let me know if you have any additional questions.

(cc: @Chaos_Emporium @vhovar @Crystal72 @Biehlesocial @2A311117 @urbanlodge @Madame_and_Yves)

[Crystal72]

Thank you, @_Violet This is still happening to me daily, so I appreciate the follow up and (🤞) resolution.

[_Violet]

Hey all! 👋 Hope we're all doing well.

I just wanted to check in and make sure you were all able to install the update for 6.21 today. Did anyone run into trouble?

I'll keep an eye out for your reply! 👀

(cc: @Chaos_Emporium @vhovar @Crystal72 @Biehlesocial @2A311117 @urbanlodge @Madame_and_Yves)