Cash Drawer Not Opening - Transactions Missing

[fargofairtrade]

Here's the deal:

We ring up an item, select cash as the payment type, and input the amount. 
The cash drawer doesn't open. 
The sales associate makes a note of the amount of change to give back, then exits and relaunches the POS ap. 
The cash drawer reconnects, and change can be made. 

This issue has been occuring for 4 months now, but in the last two days, the issue has grown; now, when the cash drawer glitches and the ap is restarted, the transaction is missing from the Transaction menu field. For instance:

A transaction of $25.80 occured, and was paid for in cash. When the associate selected the cash amount, in order for the drawer to open, the drawer did not open. The associate closed the Square POS ap and relaunched, but the transaction had vanished from the transaction list. HOWEVER, when looking at the drawer report, the cash sales amount is correct, as if the transaction was logged correctly. 

We are experiencing this issue consistently with cash sales. No issues with card sales missing from the transaction list. 
What we've tried:

Disconnecting/Reconnecting cash drawer

Disconnecting/Reconnecting POS system

Rebooting POS application

Note: unfortunately we didn't catch the auto update setting prior to iOS 12.1 installing, so we're running 12.1 with the latest Square update. 

I'm wondering if any other Square users are experiencing similar issues with their cash drawers. Current work-around is to reconcile the sales report with the drawer report, but my accountant is not going to be a happy camper...
Suggestions/experiences welcome! 

[Tom]

Thanks for flagging this and welcome to the Seller Community, @fargofairtrade.

Sorry that your sales associates and accountant have had to deal with this—that shouldn't be happening.🤔

Appreciate you taking the time to troubleshoot. If you haven't had the chance already, please try deleting and reinstalling the Point of Sale app, and let us know if that improves performance. If not, please get in touch with our Customer Success Team and provide an example of a cash payment that isn't recorded properly—they'll be able to take a look behind the scenes and escalate any other issues for review internally.

Hope this helps clear things up. Please don't hesitate to let us know if any questions remain!

[ryanwanner]

@fargofairtrade Also make sure iOS is updated to the latest version. I believe it’s on 12.1.4 now. The 12.1 bug was fixed with the 12.1.3 version. 

[goldtopdairybar]

I think I might be out of luck. I have iPad 4s and it looks like they stopped updating the ios for mine.🤔

[goldtopdairybar]

Yes! It has been randomly happening a lot on all 3 of my registers. I will try to reinstall apps.

[ryanwanner]

@goldtopdairybar @fargofairtrade Quick question: how is your cash drawer connected? Via USB, bluetooth, or through a printer? There may be a few more troubleshooting steps we can take depending on how the drawer is connected.

@goldtopdairybar : your printer issue shouldn't be related to the iOS bug then on iOS 9. I'm running iOS 9 on an iPad 2 and have no issues seeing the cash drawer.

[goldtopdairybar]

I have them connected via USB. It happens sporadically on all 3 of our registers.

[Helen]

Hey @goldtopdairybar, if this issue persists and the troubleshooting tips shared here don't do the trick please don't hesitate to call our CS team directly so we can investigate this for you.