Re: “Open Drawer” not active/ grayed out

amatos · ‎12-10-2023

I’ve called Square customer service a couple times regarding a strange issue (or glitch) with Square. I had the “Open Drawer” function on the main screen, but since last week it’s been grayed out and not active. I was able to open the drawer going through Actions, but that has become gray and inactive also. I’m able to open the drawer by “Testing the drawer.” I checked for software updates, all connections, restarted the system. Please help

sayra · ‎12-11-2023

Hello, @amatos.

Welcome to the Seller Community!

Thank you for reaching out about the issue with the "Open Drawer" function in your Square account. We understand how frustrating this can be. It's great that you've already taken proactive steps by checking for software updates, verifying connections, and restarting the system. When you called, did you speak to our hardware team?

It will be helpful to provide us with any error messages, screenshots or video you have related to the issue, as well as specific details about when the issue started. This additional information can expedite the support process. In the meantime, please take a closer look at our troubleshooting steps for your Cash Drawer that can also help.

We will be on the lookout for your reply. Once received, we will make sure to look into this further.

Sayra
Community Moderator, Square // Moderadora de la Comunidad, Square
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Rewind-Retrobar · ‎12-15-2023

We're also having the exact same issue. No matter what user is logged in, including the "owner" that has full access, the Open Drawer button is disabled. I've checked for updates and there's none available. All connections have been checked, and the drawer operates normally in all other cases, including opening using the test drawer button. This drawer is plugged in via a receipt printer, not USB.

tomrcc · ‎02-25-2024

I've had this before as well. Think what we found was that if you forgot to close a drawer the day prior on one device, and opened one on another before closing that drawer, it was greyed out, but it came back when we closed all drawers on all devices in the dashboard, and then opened a new drawer.