Square Terminal Dead after update today

[HometownBBQ]

Terminal was working just fine yesterday. Today it went into update mode. The update finished just fine, it was hooked to the charging cable at the time. I looked at the battery after it finished and the battery was nearly dead. I left it on the charger, the symbol in the upper right said it was charging. I came back to it about 20 minutes later and the terminal is dead. It won’t do anything. It’s been on the charger for 3 hours and no response from the unit. Anybody else having issues like this?

[Sineaid · Accepted solution]

Hi @HometownBBQ!

Welcome to the community, and sorry to see that it’s an issue with your Terminal that’s brought you here. 

If you haven’t already, I’d recommend you try plugging the power adaptor into a different grounded AC outlet. I’d also suggest disconnecting any accessories that may be attached via your Terminal Hub.

It’s also worth checking if you can access the factory reset menu, by long pressing the power button for 20-30 seconds. If a screen with a countdown from 10 appears, continue pressing the power button until the countdown runs down to 0. Once it reaches 0, you’ll see a screen asking you to release the power button which will initiate a factory reset. Please note, it’s not recommended that you attempt a factory reset if you have captured any offline payments that have not yet been updated to your Square balance.

If you’ve tried the steps above and there are no signs of life from the Terminal, then our customer success team will be happy to look into it further for you. They can also check the warranty status of the device, and help with a replacement Terminal or charger. You can reach the team on 1-855-700-6000, Monday to Friday, 6am to 6pm, PST.