Register force restarts in middle of creating invoice (through checkout)

[Sithkazar]

I usually create invoices with the customer at my register. I put the items in the cart and then click "invoice" after selecting the blue "charge" button. I then let the customer put in their details using the smaller customer facing screen. However, for the last day the register has been force restarting about 30 seconds into the customer adding their info. It worked fine before that. If I go it invoices directly and create the invoice from that screen it works fine. It only fails when I go into the invoice from the checkout screen.

I have checked, and my software is up to date.

Also, while we are on the subject. I have my customer profiles configured to only show "name," "phone number," and "email." That is all that I see on my side when creating an invoice. However all the fields are visible on the customer's screen. I have to constantly tell the customers to ignore all the other fields... why doesn't it turn off those fields for them also? Its been like this for years and its just so stupid.

[alexandriak]

I would try just checking customers out normally vs invoicing right there. Can I ask why you're creating an invoice for in person customers?

[Sithkazar]

Its a payment plan for people that can't pay at once. I let them put 20% down and make monthly payments until the items are paid off.

I also use it for custom orders. The customer pays half upfront and the rest when the custom item comes in.

[Sithkazar]

The only thing that I have changed, that I can think of, is I now have multiple locations. Are invoices location dependent? Before I only had one location, now I have two. the register as been assigned one of them. When I go through the cart to make an invoice could it be causing an error because the invoice does not understand there is a second location now? Again, I do not get this forced restart when I make an invoice through the invoice menu choice on the register, only when making one through the cart.

[_Violet]

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

Hmmm...this is strange behavior indeed. We did have an issue recently where some Square Registers and Terminals were restarting but that was resolved on 6/22.

I suggest starting out with the troubleshooting steps for your Register listed here. If this doesn't improve things, please reach out to Support directly by logging into your Square account and heading here for further assistance. (Just a reminder: You have access to 24/7 phone support for the Square Register.)

I hope this helps!

[Sithkazar · Accepted solution]

@_Violet 

I have figured out what is causing the issue and how to repeat it. Please pass this on to the department that patches bugs.

The issue is the security setting that causes the user to re-sign in with the passcode after a timeout. The setting can be set to "Never", "30 seconds", "1 Minute", or "5 Minutes. I had created a new location and had to adjust my settings because they started on the default. Before I had this setting on "Never," that is why I previously did not have this issue. I now had the setting on "1 Minute."

After I start the invoice through the invoice menu, and then let the customer put their information in on the customer facing screen, the main screen will ask for the passcode again 1 minute after I stop touching the screen (timeout). This has no effect on the customers screen and works as intended.

After I start the invoice through the checkout button, and then let the customer put their information in on the customer facing screen, the system will restart 1 minute after I stop touching the screen (timeout). So it is failing to trigger the passcode screen and instead restarting.

I just put the setting back on "Never" so that the issue does not come up.

If you could also mention, I would love to be able to set what information the customer is prompted for, that would be great.

[_Violet]

Thank you for following up with those details, @Sithkazar. I'm glad to hear you were able to figure out what was causing the trouble!

I have reached out to our Product Team to deliver your direct feedback. I'll let you know once I've received a response from them. It may be a day or two with the holiday tomorrow, depending on the team's availability.

I appreciate your patience in the meantime! 🙏

[_Violet]

Hey there, @Sithkazar - I just wanted to follow up here with a bit of an update.

I am currently working with a member of the Invoices Team who has been investigating and testing this out. They've let me know that they now have a better understanding of why this crash is occurring but the crash is not a result of Invoice coding. They are going to reach out to our engineers for some further assistance.

I am keeping an eye on the conversation so I can continue to keep you updated. I'll reach out here again once I've heard more! Thank you 🙏