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

[yaaascookies]

Hi there.  I wanted to send an email here again because it's still crashing.  I have no idea why, and believe it's software related.  Even on the Square Restaurant POS that we just received, it shut down at least 5 times during one of my shift.  When it's shutting down the screen goes black, the Square logo is in the center, and then the words "Configure Device" is in the top left hand corner, but nothing is clickable.  So you have to hold the power button to restart it.

When you restart it, it will do the same thing minutes later.

We have also done resets where we hold the power button for about 10-20 seconds until the POS restarts.

We have also done factory resets as well in the settings, and yes the software says up-to-date.

Any help would be appreciated.  Calls to the support line are not helping.

[_Violet]

Hi there @yaaascookies - Violet here stepping in for @JJ_ 👋 I'm sorry to hear that you're still having some trouble with your Square Register 😞

If your Square Register states that its software is up to date and you've already done a few factory resets, that really is the extent of the troubleshooting that can be done for the Register. The next step would be to have our Support Team file a ticket so our engineers can investigate further. Our engineering team will determine whether or not a replacement unit will resolve the issue or if a new Square Register software update needs to be released to fix any possible bugs.

You'll need to continue working directly with our Support Team so they can gather the information necessary for filing a support ticket for you.

I hope this information is helpful but please do let me know if you have any additional questions.

[yaaascookies]

Thanks smh

[_Violet]

Hi, @yaaascookies 

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