Square For Restaurants Slow/Freezing

[MickeyMilligans]

We are running 2 of the Square Stands with IPads in our bar purchased through Square and we’ve been having an issue with certain functions freezing. When clicking on view checks it takes a solid 30 to 45 seconds for the page to unfreeze to be able to select the check. It also happens when logging in occasionally. All these issues happen during operating hours and can be a real pain and slows down production.
We’ve called tech support twice and was told to check the Square app for updates, the iPad for updates, force close the app and reopen and to delete the app and redownload. All these have not worked. The app and iPads are up to date.

Anyone else having these issues and/or has anyone found a solution?

TIA

[alexandriak · Accepted solution]

I have issues from time to time when hitting to reenable the badges. my app will freeze and have to be closed out of and reopened but it always works after that. 

Have you tested your wifi connection?

[MickeyMilligans]

Yes we have very fast up and down speeds. I was asked to check that as well.

[alexandriak]

The fastness isn't the issue. It would be your wifi signal to your iPad. We've had several issues with comcast the last few months and the last time a tech was out he said that they can't promise a good wifi connection. 

If your signal is dropping even for a split second (where you may not notice it) that could be potentially causing some issues if the app is trying to connect to wifi.

[SunriseTavern]

I've had this issue too since updating to the latest version and the amount of lag is making me seriously need to consider switching POS operators, I cannot run a business like this!

[Laurie_]

We appreciate you passing this on to us, @SunriseTavern, @alexandriak and @MickeyMilligans.

Just so you're aware, we've escalated this matter to our Square for Restaurants team for further advice. We're currently awaiting their response and will circle back to this thread with more information as this is received.

Thanks for your patience while we investigate this issue on our end.

[Seasalt]

Is there any response after escalation?

[SunriseTavern]

none in the last two months

[JJ_]

Hello @SunriseTavern and @Seasalt I was researching the status of the escalation and Engineers have shared that the most effective way to approach this escalation will be that everyone posting here and reporting slow/freezing behavior records it in a video so we can share it to with our product team and they can determine what is going on.

They have also recommended sharing if this is happening in a particular situation E.g. Whenever you have multiple open checks or after creating an item, after applying discounts, etc. 

Once these two are provided here (you may upload them to Google Drive or any similar) and the situation question is answered then I will pass them over to the team so they can look further here.

[Seasalt]

Same issue as well, after customer pays and the "new sale" window option. Long 20 second delay  to get to a new order. Only thing that works temporarily is to pull out the Ipad and turn off and on again. It is very frustrating especially during a rush. This is my 4th stand in a years time, now on the 2nd gen. Just returned through warranty and using the new replacement for 2 days, same problem. Had to power off and on the ipad 4 times in 2 days! I'm very close to switching.