Terminal Slow

[derekGCB]

Hello, 

Our terminal says it is up to date with the software, however the machine is running very slow- even for cash transactions.  The screen flips back to the "current sale" page while waiting for for the next (reciept) screen.  I've tried re-starting, making sure the internet connection is working, but since it's happening with cash I'm wondering if it's a software bug.  I only have the one terminal, it's really slowing down the process. Is there anything that can be done?

Thank you.

[Atypical]

Yep, software bug that Square isn't fixing. There used to be a workaround, but now they are forcing updates if you're out of date. There is no solution. Cash is slow, cc's are slow, and interface is sluggish. This is the new normal since the summer. Enjoy! There are several posts about this, and Square hasn't done anything to fix this. They tried blaming my microwave for interfering with the WiFi signal. lol

[KC_Phil]

We also noticed a severe lag when ringing up and closing a sale. First noticed a week or so ago (10/24/2023).  They tell me it is working OK today, I'll stop in later tonight to verify and to post software versions.

Still having the issue, it was not corrected.

[booknook518]

It is a huge problem, that square say they see no issues on their end. We called sqaure and they recommend a factory reset. Which we did. It worked for 24 hr and then went back to being slow. I was told when you factroy reset, the reset goes back to the old ios before the the new update. 

I ended up grabbing my husbands square pos from storage and starting using it with no issues. It is using the old ios before square forced the update back in July. Transactions process smoothly, no isssues with gift cards declining, no drawer delay. It is working perfectly fine. It is asking if I would like to update. Yea, I am hesitant to do that if I am going to back the delay of everything. 

Square really needs to fix the issues, especially with the holiday season coming up.

[Atypical]

Are you on Square Register or the Stand with a iPad? I'm having this issue with the Register and just ordered the stand with iPad in hopes it goes away. If this doesn't work for me, I'm switching to Clover.

[booknook518]

We are having issues with the square register.   I took an old square register out of storage and it has been working fine.  But I haven't updated the old register yet and I think that was the issue with the other register. 

[Atypical]

Thank you for the response! Makes me feel slightly better about my plan. Sucks I have to stop using squares latest and greatest register, but I have to do what's right for my customers and business.

[booknook518]

Whelp. Square forced an update and I'm back to slow transaction.  It is extremely furstrating that square is doing nothing for it. I keep telling customers our system is slow and there is nothing we really can do.

I am debating factory resetting every morning to go back to the old IOS. But not sure how that is going to effect the register for the future. 

[_Violet · Accepted solution]

Hi @derekGCB  - 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're having trouble with this.

I suggest starting out with the troubleshooting steps for your Square Terminal listed here. If this doesn't improve things, we'll need you to connect with our Support Team so they can gather the information required to create a support ticket, as we cannot access your Square account information here in the Seller Community. Then, our engineers can investigate this further. If you haven't already, please reach out to Support directly by logging into your Square account and heading here.

cc: @Atypical @booknook518 @KC_Phil 

[Atypical]

Everyone has done all this; it's your code that's broken. There is nothing the user can do but waste time, and personally I've tried everything, and I don't appreciate you marking your response as best answer. Everything worked fine on version 6.23 or before, but all versions after destroyed Square Register. You guys are an embarrassment, and I've had to spend $1k to downgrade to Square Stand in the hopes that works. Hire some Android developers and stop focusing on iOS.

[_Violet]

Hi, @Atypical, thanks for your response.

I want to make sure you've seen our Community Etiquette Guidelines. We ask that members be respectful and collaborative, and approach interactions here from a place of curiosity.  We know that sometimes tone can be misconstrued in online interactions and we want to make sure that The Seller Community is a collaborative environment - where anyone can ask or answer a question and expect a respectful response. In future interactions, please keep these guidelines in mind. Thank you for understanding.

While I understand your frustration, there aren't any further troubleshooting steps we can take here in the Seller Community, other than what I've already recommended. Have you attempted to contact our Support Team to report this issue and have it escalated to our engineers? Our engineers would be the ones who can update the software to fix this issue if deemed necessary. If you own the Square Terminal or Square Register, your account has access to 24/7 Phone Support.

[Atypical]

Yes, I contacted support numerous times. I'm told they're working on it, while you're not even acknowledging there is a problem on your end. This affects all of your customers on the Android based Square Register on versions 6.23+. iOS users appear to not be affected. The fact that you don't even appear to know about this ongoing issue speaks volumes.

[Atypical]

Also, etiquette and patience are the least of my concerns when my business is impacted in a negative way. Again, how do you not even know about this? This issue is apparent to quite a few of your support reps, but infirmlu believe this should be on your outage board as it's impacting so many. Why is this issue not on issquareup.com?

[Atypical]

There are numerous posts on delifferent threads about this very issue. So again, this has impacted people on Android based Square Register for about a month on software later than 6.23. iOS users on Square Stands do not appear to be impacted. This is a software issue.

No amount of troubleshooting fixes this problem. Apparently, engineers are aware and are working on a resolution to fix their most expensive Square POS. The user can factory reset to go back to 6.23, but this only works until the POS auto updates. We can no longer turn off the POS to avoid updating, as the new update is forced as of 2 days ago.

These are the facts, so until this is resolved, and if it ever is, credit cards take twice as long to process, cash takes 3 times longer, and the interface is sluggish overall.

[KC_Phil]

Just checked, we are running 6.29 for the app version and 5.41.0088 for the OS version. I agree with everything you posted, it is an embarrassment that this is still a problem. I can only guess that Square doesn't want to admit in a public forum, that they screwed up.

[KC_Phil]

According to this thread this should be fixed in app rel. 6.31 release date of 11/30/2023

https://www.sellercommunity.com/t5/Square-Register/USB-Cash-Drawer-opens-after-slight-delay/td-p/673...

[WBinc]

Same here, everything is slow on the Square Register. I hope they fix this problem soon … along with all the other problems. Feels like a ticking time-bomb ready to go at any minute. Knowing my luck, the system will go crash at the beginning of a holiday weekend lol

[MayaP]

Hey there @WBinc, I am sorry you are having issues with your Register. I did reply to your other post in regard to this issue. Please reply there. Thank you!