My new Square Register keeps crashing. What do I do?

[Chrishawaii3619]

[The title of this thread has been edited from the original: Square register crashes]

Hi,

I received my new Square Register about 2 weeks ago and started to use it last Monday.  My software is up to date.  It crashes couple times after customers check in to enter their phone numbers (they enter the number right after I enter the item their order).

At first I thought it might be my internet so I switch from wireless connection to Ethernet cable but it still crashes sometimes.

Thank you 

Chris

[isabelle]

Hey @Chrishawaii3619!

Thanks for posting in the Seller Community, and sorry to hear about the difficulties you've been having with your new Square Register. 

There is a list of basic checks you can do for many issues you may encounter with Square Register. Please make sure to walk through the following before going through issue-specific troubleshooting steps:

1. Make sure your device is connected to power. Square Register needs to be powered to function.
2. Make sure your device has the latest software. To update your Square Register software, tap the down arrow at the top of your Register and select Settings. Scroll to the device section, tap General > About Register > Software Update.
3. Make sure your device’s date and time are accurate. If they are wrong, please update them via the Settings section.
4. Make sure your account is activated. Only US accounts can use Square Register at this time.

If you’ve tried all of the above steps and are still having trouble, you can reset your Square Register. Resetting your Register will require you to sign back in, be sure you have your account password close by. To reset from your Square Register:

1. In the upper left hand corner, tap Configure Device.
2. Tap General > About Register.
3. Scroll to the bottom of the page and tap Factory Reset > Confirm Factory Reset.
4. Tap Reset one last time and the countdown will begin and your Register will reset.

Once the reset is complete, you’ll need to reconnect to your internet connection and sign back in.

Please let me know which of these troubleshooting step work for you. I want to make sure we get this resolved! 💡

[Chrishawaii3619]

Hi @isabelle 

Thank you for the information.  I just did the factory reset.  I’ll see if it goes back to normal tomorrow.

 Thank you!

[Chrishawaii3619]

Hi @isabelle 

I did the factory reset on my Square Register last Friday.  Everything was normal until today.  It crashed again after customer check in with their phone number.  The keyed in items were gone and customer had to renter their phone number.

The software is up to date, power is connected and the Date & Time is correct (set to automatically), and I’m with Square US account (Hawaii).  Other than this crash, I don’t have other problems. 

Thank you

Chris

[Joe]

Hi there, @Chrishawaii2619 - I can step in here for Isabelle in her absence. This is definitely strange, indeed. So sorry for the continued trouble with your Register.

Would you mind flagging this over to our Support Team directly? We may need to get a more 'hands-on' look at your unit to determine the best troubleshooting steps to make sure this issue doesn't persist.

[Chrishawaii3619]

Hi @Joe 

Thank you for your reply .  I actually asked the Square support more than a week ago but haven’t had reply yet.  I will try to contact them again.

Thank you 

Chris

[EUPHORIA]

@Chrishawaii3619  did you ever resolve this issue. 

Are you by chance using the restaurant's app?  

We are experiencing the same issue. 

[Joe]

Hi @EUPHORIA - thanks for adding your voice to this thread. So sorry to hear about the continued trouble with your Register. Were you able to find success using the troubleshooting steps listed above by Valentina? They have been proven to weed out any software issues that may arise, specifically the factory reset, as well.

If you've tried the available troubleshooting and are still encountering errors, we would recommend reaching out to our Support Team immediately.

Also a quick note, it looks like you chimed in on a couple of our Register threads, so just to be sure you see my response, I am going to also respond via those threads as well. I will keep an eye out for your response!

[EUPHORIA]

@Joe yes I have tried all troubleshooting steps to no avail. I reported the issue about 3 weeks ago but was told this is not a priority since not enough sellers are having this issue so I was trying to see if anyone else was able to resolve the problem on their own.   It does seem strange though that if Square supports Square for restaurants on Square register and we are having the same problem on two registers (we only have two) square would not make it more of a priority to fix. 

[Chrishawaii3619]

Hi @EUPHORIA 

Sorry about the late reply.  I just saw your message.

I connect my customer facing device with the Square Register via the usb cable provided in the box.  It seems that the device won’t update the software with the cable.  The support told me to put it back to the register and perform a factor reset.  After the rest, it should update the software on the customer facing device.  After that factory reset and update, it seems better.  However, it still occasionally crashes.  The support told me that there is a bug when the customer and you are both operating the Square Register and customer facing device the same time (for example, they’re entering their number to check in and you’re choosing the items in the register) it might crash.  I try not to do anything when customers enter their phone numbers and it seems that everything it ok now.

[EUPHORIA]

@Chrishawaii3619  thank you.  I think my situation is a little different as the crash happens anytime and I am not sure if it is related to customer-facing display interaction.  

[BBTH]

For the past few months, I have been using the Square Register to automatically prints online store orders as soon as they are submitted.   Most of the time, this process works fine.  Lately and daily, the Square Register intermittently does not update online orders so the kitchen staff has no idea new orders are coming.  The Square Register is connected to the router via ethernet cable. 

On the other hand, I have an iPad 4th generation running Square app that also shows these online orders.  It uses WiFi of the same router.   This iPad has never failed to show the updated orders even when the Square Register failed to sync.

Does anyone know how to resolve this issue?

[JustinC]

Sounds like a software issue with the Register, especially since orders are intermittently syncing. 

Can you confirm that the Software is up to date? If so, then perform a factory reset and let me know if it fixes the issue. 

@BBTH

[dcegelis]

Having the same issue. Our register is up to date software and time wise, has been hard reset, will work for a few transactions then resets and continues to do so in a loop until I shut it off, then it will work again for a couple of transactions, then crash. I own three registers, this is the only one with problems, and it's very frustrating. 

[JJ_]

If only one of your registers is facing the issue, you have done Hard Resets on it, they are all on the same software version, and only one is experiencing this crash then, you'll want to reach out, @dcegelis

If you haven't already, your best bet is to get in touch with us directly, so that a member of our Hardware team can dig in with you. When you have a moment, please reach out directly by logging into your Square account and heading here.

[bettybombers]

We are having a similar issue - It is not limited to moments when both screens are being used together, but it mostly seems to happen right after a person's card has been inserted, and before the tip screen comes up. At least once the charge showed up as pending on the customers end, but with no record of a transaction on my end, plus no ticket for the kitchen or KDS. We are running regular Square (not Square for Restaurants) on the new Square Register. It happened 6 times in a row yesterday and we did a factory reset after checking all the other troubleshooting options. Today it worked fine for several hours but it just crashed again. We will have to start looking at other POS systems immediately if this isn't even on the radar for Square software engineers yet. 

[Arie]

Hi @bettybombers,

I'm sorry to hear about the trouble you're experiencing with your Square Register. Thank you for detailing the troubleshooting steps you've gone through already, too. In this case, I'd suggest reaching out to our support team directly so we can take a closer look at your device. Give us a call on 1-855-700-6000, Mon - Fri, 6am-6pm Pacific Time, when you get a chance. 

[yaaascookies]

Same issue happening to me. I’ve gone through all these steps including a factory reset to no avail. It crash 4 times in 15 minutes.

[JJ_]

Hello there @yaaascookies

I'm sorry to hear that you're going through all this trouble. Since you've mentioned that you have completed all the troubleshooting steps and your issue persists my recommendation is to reach out to our Hardware team so they can take a closer look at your Diagnostic Report and Support Ledger and escalate the matter accordingly to our engineers. 

When you have a moment, please give us a call at 855-700-6000 between 6 am - 6 pm Pacific Time Monday-Friday. If you call outside of these hours, you will be required to enter your Customer Code to validate your account.

[yaaascookies]

Thank you so much.  Seems awfully weird that both POS systems are doing the same thing.  One more often than the other.  I did reach out last week and they are sending me a new POS system to swap out.  Here's hoping that fixes the issue, but I have a feeling it wont as I think it's software related.

[JJ_]

Glad to hear you're already working with our Hardware Team and that they have sent a replacement. Fingers crossed!