(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]

Our register says that it is up to date, but we are on version 6.20.2

[BBCafe1]

I have had this problem happening multiple times with Square Point of Sale. 

For reference we are using Square Retail, the whole package + scale. Sometimes when a client is making a payment, for some reason the payment does not go through, it just keep loading the screen, until someone locks the screen and unlock it (they do not press long enough to turn off, only lock and unlock), after that the cashier simply closes and ask to be open again. I already spoke with support on how to proceed when this happens (go to dashboard and close cash drawer manually) but I really would like to know what is the root case of this and how to avoid it. 

By the way, it doesn't necessarily needs to be a fail transaction, sometimes it will just reset out of nowhere. 

Thank you!

[_Violet]

Hi @BBCafe1 - I'm sorry to hear that this issue with your cash drawer has brought you to the Seller Community.

I think what you're describing is related to the issue described in this thread so I've merged your post here. Please see my response here.

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

[momas_cafe]

This morning, on the latest update to the Square Terminal, my drawer got reset for the third time in the past two months.

I'm really not amused. I feel like the software devs don't even test their own hardware before pushing these updates...

[Crystal72]

Hi,

I just wanted to say that my register updated to the newest software and is working fine now. Thanks so much for your help!

Crystal

[Sithkazar]

My register reset the drawer again this morning. My software says its up to date with version 6.20.2.

This is the same person as @Chaos_Emporium. For an unrelated issue I had to change my account, but this is the same hardware as before, just a different account logged in.

[_Violet]

Hey there 👋 Now that a few days have passed since my last update on Thursday, I'm checking in again to see if you all were able to install the latest software update, which includes the fix for this issue.

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

[vhovar]

No, our system still says it's up to date and we're still running on 6.20.2. And, we're still having issues with the drawer.

[urbanlodge]

We are still on 6.20.2 as well and says system is up to date. We have also been having issues with reading chips and have to turn the screen off and back on to try the payment again.

[vhovar]

Yes! We've also had issues with chips not reading the first couple times as well.

[_Violet]

Hey all, thanks for following up with me. I'm sorry to hear that this issue still hasn't been resolved for some of you and on top of that, it seems some new issues have begun as well 😞

At this stage, 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. Our team will need to gather some information from you about your device that will be included in the support ticket.

If you're using 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.

I appreciate your patience and understanding surrounding this issue 🙏 I'm sorry I'm not able to help further myself.

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

[californiawave]

We have been having this exact Square register cash drawer reset issue for months now, at all 5 of our locations that are separate entities using separate Square accounts! It's been really frustrating that the basic functionality of a cash drawer amount cannot be maintained. The drawer automatically zeroes out the next day.

We have tried factory resetting, updating the software, getting the info over to the engineers, and no updates so far. 

Get your act together, Square. Your support is also the worst it's been, and we've been customers for over 10 years. Anytime our team calls into support now, the call is routed to overseas and it's difficult for both parties to understand each other. The community business manager we're assigned to doesn't even get back to us. Square is really going downhill. 

[2A311117]

Thursday Morning Update:  There was a software update to another version of 6.20 that got pushed out yesterday or last night and we did not need to enter our starting drawer this morning for the first time in a few weeks.  Fingers crossed this might be solved.

[2A311117]

Problem still happening so hopefully that software update on 7/6 to 6.21 will be the key.

[momas_cafe]

So we are what appears to be on 6.22 (beta I believe) and it happened again this morning. Unfortunately, this is still not resolved.

[_Violet]

Hi @momas_cafe - Thanks for reaching out to us here on the Square Seller Community to bring this to our attention. I'm sorry to hear that you too are experiencing this issue 😔

For your next steps, please see my response which has been marked as the Best Answer to this thread.

Thank you!

[ChaiCupboard]

I'll reach out to support as suggested in the "best answer," but I wanted to document here that this issue has happened to us more times than I can count, and continues to happen even today. It's August and this problem is clearly still not resolved. Very annoying.

[vhovar]

Yes, within the last week we have had at least 5 occurrences of issues with the drawer that used to be able to easily fixed by the morning staff. Since Square refuses to fix this problem we have had to go into the cafe after evening close to fix the drawer before morning and it wasn't caught a couple of times so the drawer is simply wrong now and will cause an issue at month end. A change made last weekend actually made it impossible for our morning staff to even close the drawer. That has to be done by management through the dashboard.
I simply do not understand why Square doesn't care that they broke this and refuses to fix it. Yes, I can call Support but that has NOT gotten us anywhere in the past 4 months this has been going on.

[Donuts]

I'm not sure if I have the same issue or a similar one, but if we ever "reset" our Square Register via the hardware button on the bottom of the screen it also "resets" our Cash Management Drawer Report and we basically lose the cash data prior to the reset.  I don't think this was happening previously.  It was only noticed in the last month or two.  It seems to have started along with the annoying cash drawer opening DELAY which is also driving us nuts when we're trying to get the customer's change!  How long is this going to take to get fixed?

[ThePreppyP]

@Square  it’s also happening to us as well and it’s now August. We’ve had nothing but troubles since these updates. We’ve had square over 5 years with not a single problem till now. Please fix this and the delays!!

[JJ_]

To everyone experiencing this situation the best action will be to follow the steps @Violet_ provided which are marked as the best answer here. We hope this situation is addressed soon.