Solved: Re: USB Cash Drawer opens after slight delay - Page 14

sammyg · ‎07-26-2023

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.

MayaP · ‎11-10-2023

I have spoken with the engineers and they plan to release 6.31 to address the issue on 11/30/2023. Thank you for all your patience!

View Best Answer >

SWCMD

we have two registers,

both Square for Retail

Version: 6.55

Register details

OS version5.51.0076ModelSquare Register (1st Gen, v2)

Both have delays when processing card payments, see video uploaded to Youtube: https://youtu.be/Hasaz6ihKY8?si=PJkxrQcbzgnJ-uBe

There is NO card delay if the customer does split payment between cash and card (cash first, then card) which is strange so this issue is definitely software related and no internet related.

sammyg

@MayaP Hi - I hope you're doing okay and I hope you see this... Yes, the issue of slow credit card processing is back for us as well. It's not every card FYI, but I couldn't find a distinct pattern between the cards that take 5 - 7 seconds to process and the ones that go right through. This is a major bottleneck for a busy establishment. Please please please look into this and help us out.

And to clarify this has nothing to do with the cash drawer this is just straight slow processing. Similar to what we had earlier in this thread, but it's a bit different in that it's only card processing. Cash sales are fine.

MayaP

Hello @sammyg , thanks for your patience. I'm sorry to hear this issue has come up again, and I apologize for any inconvenience it's causing. This time, we’ll need you to contact Support directly so they can investigate further. While our team previously filed and addressed this issue, we ask that each affected person reach out so we can gather the necessary information. Please contact Support at 1-855-700-6000 or squ.re/contactsqsupport. Thank you for working with us to resolve this!

SWCMD

We have spoken to the customer support on multiple times. We have done factory resets on both our POS stations.

We have gone over many steps with the support team.

No one follows back up with us.

Every time it is someone different we speak too.

We have even offered to send multiple videos of transactions but they refuse. Which is why we have posted it to youtube and have shared the link above....

I hope more users post their videos of transaction delays too to this forum chat....

sammyg

Thank you so much for the response @MayaP . I emailed in a support request....

I am confused at what these forums are for if they're not "support." Do your co-workers not believe you when you have multiple people reporting in from around the USA that there is an issue? The back and forth and ability to send videos and stats seems like something that would really help your engineering team diagnose / fix something like this.

The general support services from Square are extremely poor. I've found that the only thing they know what to do is to tell you to do a factory reset (which takes a ton of time, messes up service, and then you have to reset all of your settings).

Plesase please we need some better support than this. Your competitors are lapping you in circles in this regard. Please help us out, @MayaP . It should be a very simple thing to diagnose and fix. This directly contact with someone who can actually talk to the engineers and give us a "peek behind the curtain" is invaluable.

MayaP

Thank you for reaching out and for your feedback @sammyg . We understand how crucial it is to receive real-time support that directly addresses your concerns, especially when troubleshooting complex technical issues. Our forums aim to be a space for guidance and community support, but we recognize that they’re not always equipped for in-depth troubleshooting.

Currently, we haven't received any new reports of this specific disruption, so filing a new support ticket will ensure our engineers have the most up-to-date information to investigate. In cases like these, our engineers often need to examine each account individually, as issues can vary significantly based on specific configurations or settings. Submitting a detailed support request, rather than a general ticket, helps provide the necessary information and context to make this review effective. We know it’s frustrating to go through these steps, and we’re working on ways to make this process more seamless.

We've shared the importance of more dynamic support and better engineering collaboration with our team, and we're committed to improving this experience. In situations where you’re asked to perform steps like a factory reset, we understand the inconvenience this causes. Our goal is to minimize any disruptions to your service, and we’re working hard to improve the efficiency of our troubleshooting methods. We appreciate your patience and feedback—your insights help us work toward a better experience for everyone.

sammyg

@MayaP I just heard back from Customer Support and their response is that our internet is too slow or it is my ISP's fault. 😞 They didn't even ask for Register versions or to submit a diagnosis report. They said to check my speed, restart the POS and if not contact my ISP. That is all they gave me.

Please please please this is not a functional process.

We have a confirmed bug from many many users. A bug that has now re-ocurred several times and is there no path to having a common sense back and forth with someone who could fix this on your end? I'd happily email someone who wants to hear our gripes and chat with them, but the basic Square Support line does not have the capability to go back and forth on this.

MayaP

Thank you for trying @sammyg. I want to clarify that I'm not shifting responsibility here, but rather following our team’s outlined process for troubleshooting and support. I’ll ensure the team investigates this thoroughly again. To proceed, I’ll need a bit more information from you:

1) What brand model cash drawer are you using?

2) What Square device are you using?

3) What app version is the device on?

4) What troubleshooting have you done?

5) Do you have a video of the issue?

SWCMD

HERE IS THE NEW THREAD

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

PLEASE POST ALL CARD TRANSACTION DELAYS IN THIS THREAD USING THE LINK ABOVE.

SQUARE WANTS AN ENTIRE SEPARATE THREAD FOR THIS ISSUE.

SWCMD

@MayaP If the engineering team want to speak to users, please have them contact me. I would be more then happy to take time out of my day and to show them via video chat exactly what is happening / our set-up etc....

MayaP

Thank you so much for offering to connect with our engineering team directly @SWCMD . I understand how helpful it would be to have a direct line to discuss your setup and demonstrate what you’re experiencing firsthand. However, our engineers don’t typically make direct callouts. To investigate fully, we’ll need to review the specifics of your account and hardware setup, as issues can often be unique to each business’s configuration.

Your feedback and willingness to provide detailed information are invaluable. Thank you for helping us make things better!

MayaP

What brand/model is the cash drawer @SWCMD?

SWCMD

I will get that information when I get back to the location. But why would brand/model is the cash drawer affect CARD payments?

Example one: $10 cash transaction, no delays, cash draw opens instantly and the receipt option screen shows on both sides.

Example two: $10 total, "split payments types" customer wants to pay $4 cash, $6 card. We hit "split payments", enter $4, then hit tender / $4 button, cash draw opens instantly, balance of $6 showing, customer then does tap, or inserts card, instantly approval no delay.

Example three: $10 total, card payment only. Customers does tap or inserts card. Then shows "remove card" quickly only on customer's screen, and the processing logo still shows on both screens. There is also a "blink" on the customer's display side, and then after 7-10 seconds the receipt options screen appears. See video which I uploaded 7months ago

https://www.youtube.com/shorts/VLnpR6eXWeU

I will upload 2 videos again tomorrow showing example 2 and example 3.

I don't think this is internet related as cards are approved instantly in example 2

MayaP

The issue at hand is there is a delay in the cash drawer opening, correct? So, our team will need to know the brand/model of the cash drawer to investigate this further. That is pertinent information to have.

SWCMD

No, the cash draw issue is now working fine.

The issue is now related to card processing,

https://www.youtube.com/shorts/VLnpR6eXWeU

I think the card processing is also the issue the other user's are facing too.

MayaP

Since this is an entirely different issue, I will need your contact support. I am sorry this is happening, but we need to keep this thread strictly regarding the cash drawer issue. If something else is going on, please make a new thread or contact support to investigate this further. Truthfully, to resolve this faster, I would recommend contacting support.

SWCMD

Customer support is not very supportive with this issue tbh

I was getting the same response that was provided to @sammyg

video evidence which we can provide is the best way to move forward with resolving this issue, and again the customer support them refuse to take for me.....

MAXSDELI

It appears we too, are experiencing a lag between tendering a sale and the cash drawer opening

Max Berkowitz | MAX’S DELI
Square Online Store

MAXSDELI

I just noticed the post regarding a fix dropping 11/30

Max Berkowitz | MAX’S DELI
Square Online Store

SWCMD

That post is from 2023 by the way....

"

MayaP

‎11-10-2023 07:32 AM

Best Answer

I have spoken with the engineers and they plan to release 6.31 to address the issue on 11/30/2023. Thank you for all your patience!

View Best Answer >"

MayaP

We escalated this issue back in June 2024 when the delay with the cash drawer was flagged here. Our team has since issued a fix (version 6.44.1). To keep these threads concise and organized, please create a new thread for any issues outside of the cash drawer delay. Thank you! @SWCMD