USB Cash Drawer opens after slight delay

[sammyg]

The title of this thread has been edited by a Square Moderator from the original: "USB Cash Drawer opens with a 4-5 second delay all of a sudden??"

As of yesterday, for some reason, there is a delay opening the drawer by 4-5 seconds after cash transactions. There must have been a new update that pushed this new behavior through (there's also a new alert that says "transaction recorded.").

4-5 seconds doesn't sound like a lot, but this is majorly slowing us down. We crush through cash orders in a rush. Can we please go back to the old behavior where you hit the cash button and BAM the drawer opens right up?

Hitting "open drawer" still happens immediately. It's only when you input a cash transaction that there's a 4-5 second delay.

[#2]

Hello,

I finally do have an update for you guys. Our team is issuing a fix, 6.31 and that should be available on 12/15/23. If for some reason anything changes with the release date we will make sure to let you guys know. I know this is not ideal with the holiday season coming up and apologize for the huge inconvenience.  I cannot thank you guys enough for your tenacity and continued patience while we address this. 🙏

[Candlestore]

@sammyg ;

@MayaP  - Yes this issue was fixed a week ago but now another Update (Downgrade) by Square has got the cash Drawer being very slow to open again.  What has changed again with the Cash Drawer in the update?   I was hoping that this got fixed with the Last update for good, but here we go again.  I am glad most of my sales are CC sales to keep people from waiting as long as my locals have to when they use cash.

[Candlestore]

6.44.1 (6441001) on a Square Stand version 1 seems to work again, for how long?   Putting version number from About section will let others know which versions seem to work and which ones do not.  As I have seen reports of Updates but none are showing in my systems. Then when I use Play Store or Apple Store it shows a Update is available so I forced the update.  No Notifications of an update tho in the Square About area or in Notifications.

[sammyg]

Roller coaster ride.... it's fixed again as of this morning! @MayaP ! Woo hoo!

Weirdly the version is still 6.44 on my "about Square Register page." Same as yesterday when it was broken. BUT, also, the check out screen has visually updated (a whole new layout when you hit "charge") so there definitely was some kind of update. Weird!

[justsportsmans]

I can also confirm this morning, that the cash drawer is opening prior to db sync on 6.44. Now if we can figure out how to get item entry speed back to where it was, I won't have any more gripes...

[MayaP]

Hey @justsportsmans we can get take a further look into this! I will ask you to post this separately so we can keep this thread strictly for the cash drawer delay. Thank you! 

[DinisIceCream1]

I worked in IT for 25+ years prior to opening my own Ice Cream Shoppe.  Someone in the IT development and/or QA department should be losing their job for this.  For an IT technology company, this is insane.

[llij96]

I've also worked in IT, and have done software testing. I don't understand how this issue is going on this long unless all they are focusing on is getting new customers and all of the other features/services they now offer (like loans/banking, etc). Was there an ownership change when they changed the company name to Block? Hmmm.

P.S., somehow the issue with cash payments is resolved for me, but I still get notifications for this feed, and it absolutely blows my mind that it is not resolved! However, CC payments were slow a couple weeks back.

[Atypical]

Is this happening again to anyone else? My credit cards started lagging yesterday.

[Brooklynotto]

Definitely noticed slower credit card transactions the past couple days. Tried restarting my POS but that didn’t help. Please look into this before the holiday period coming up. Fast transactions are vital during this time 

[KiranLLLC]

Just saw there is a new thread for card processing slowness, so best to post in this thread so square can act on it

https://www.sellercommunity.com/t5/Troubleshooting/SLOW-CARD-PROCESSING/m-p/761253#M49203

[llij96]

Yep, my credit card transactions have been slow again the past couple of days. Have my first holiday shopping event on Thursday. My town's Ladies Day is the biggest sales day of the year for me... 😬😬😬  @MayaP 

[KiranLLLC]

Just saw there is a new thread for card processing slowness, so best to post in this thread so square can act on it

https://www.sellercommunity.com/t5/Troubleshooting/SLOW-CARD-PROCESSING/m-p/761253#M49203

[SWCMD]

If everyone can take video of a test credit card transaction we should post it in this group. 

I can do it on Monday as we are experiencing lags in card processing. 

Take a video, upload to YouTube, and then post the link in this chat group. 

this should help them try and provide a solution. 

[SWCMD]

https://youtube.com/shorts/VLnpR6eXWeU?si=Y4cXHmrJSeGNTDki

this is a video of how long cards take to process, 

we have strong stable internet 300mbps upload 

[Atypical]

Same here. Here we go again. 

[Candlestore]

@Atypical ;

I am using Square for Retail version 6.55w and it seems to be fine.  I did see yesterday I had an Update pending and still have not upgraded to see it there were any issues like your reporting.  Do you know which Version of Square you are using that is showing the slower cash drawer?

[Atypical]

I am using the same version, but based on past precedent, this isn't version related. It's likely some internal process that hangs, or something similar. This has plagued Square POS, off and on, for over a year at this point. I'm sure they know what it is at this point, but there is probably nobody around to fix this weekend.

[SWCMD]

@MayaP please look into this ASAP

[MayaP]

Hi @SWCMD, I appreciate your patience and I'm sorry to hear this issue has come up again. To investigate further, please reach out directly to our Support team. While I understand this may seem like a widespread issue, we need each affected person to report it individually so our team can confirm and address it properly.

When you have a moment, please contact Support at 1-855-700-6000 or squ.re/contactsqsupport. If there’s anything else I can help with, don’t hesitate to let me know!

[Atypical]

This is crazy, Maya. Please engage with the same people, as before, to get this resolved. This is a reoccurring problem, and flooding your support lines is terrible advise. You know as well as us that's not productive, as they only blame the end user and want to go over futile troubleshooting steps. Please escalate this. 

[MayaP]

I can appreciate how challenging this must be @Atypical. Since each seller's hardware setup and environment can vary, there may be different factors causing the issue in each case. That’s why we ask each seller to reach out and file individual tickets—this helps us identify the specific cause. To investigate further, we'll need a bit more information from you:

1) What device are you using?
2) What app version is it on? 
3) Do you have a video of the issue? 

4) What troubleshooting steps have been tried?