SLOW CARD PROCESSING

[SWCMD]

we have two registers, 

both Square for Retail

Version: 6.55

Register details

OS version5.51.0076ModelSquare Register (1st Gen, v2)

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Example one: $10 cash transaction, no delays, cash draw opens instantly and the receipt option screen shows on both sides. 

Example two: $10 total, "split payments types" customer wants to pay $4 cash, $6 card. We hit "split payments", enter $4, then hit tender / $4 button, cash draw opens instantly, balance of $6 showing, customer then does tap, or inserts card, instantly approval no delay. 

Example three: $10 total, card payment only. Customers does tap or inserts card. Then shows "remove card" quickly only on customer's screen, and the processing logo still shows on both screens. There is also a "blink" on the customer's display side, and then after 7-10 seconds the receipt options screen appears. See video which I uploaded 7months ago

https://www.youtube.com/shorts/VLnpR6eXWeU

I will upload 2 videos again tomorrow showing example 2 and example 3. 

I don't think this is internet related as cards are approved instantly in example 2

[#2]

Hey @SWCMD , thanks again for all the info. I did escalate to our team and they are stating the following:

"It appears that this is related to their network connectivity even with it being connected via ethernet. While sellers can have sufficient connections to have their devices connected. The seller's network does not have enough bandwidth to support swift uploads and processing when accepting a card transaction vs cash transaction."

Can you complete a speed test during the slow processing to see if there is a dip and impact on the upload speed? Does this issue still occur when you connect to a different network or hotspot? Or does it only occur with the Ethernet connection?

[SWCMD]

@MayaP I've started this thread, hopefully more users add to it and a positive outcome can be reached. 

[MayaP]

Hey @SWCMD , thanks again for all the info. I did escalate to our team and they are stating the following:

"It appears that this is related to their network connectivity even with it being connected via ethernet. While sellers can have sufficient connections to have their devices connected. The seller's network does not have enough bandwidth to support swift uploads and processing when accepting a card transaction vs cash transaction."

Can you complete a speed test during the slow processing to see if there is a dip and impact on the upload speed? Does this issue still occur when you connect to a different network or hotspot? Or does it only occur with the Ethernet connection?

[Atypical]

I have one Square Register on 6.55w, which was working just great until last Friday, November 8th. As this is a reoccurring issue, less cash delays, I hope Square fixes it soon. 

[SWCMD]

Do you think you can upload a video of what your are experiencing? and post the link here. 

[MayaP]

Hello @SWCMD,

Thanks for creating a new thread for this issue. I am going to ask some additional questions that our team will need to investigate this further. 

1) Does doing a factory reset resolve the issue at all? 

2) Can you confirm your wifi speed. 

3) When did you notice this start happening? 

[SWCMD]

We have done factory resets on both machine, no changes. 

We are hard wired to router, and out last speed test was averaging 200mpbs not long ago. 

Example 2 above has no delay, only in example 3. 

I

[Atypical]

The 2 Google photos links are what's happening in my shop. The videos are a bit choppy as my employee took them, but I wanted to show that inserting and NFC had the same result. I'm on software 6.55w, hardwired to a 10GE port on my AXE16000, running 600mbps/30mbps cable internet.

I was really hoping Square would have this issue identified at least, but it looks like we're starting from scratch here. I thought this may have been something with a hung process, as opposed to version related, and that Square was on top of it after identifying the causes last time. One can only hope.

https://photos.app.goo.gl/QKFUGWc4nNPoEL4LA

https://photos.app.goo.gl/YWncr61U4SacYR1g7

[SWCMD]

these are perfect videos! & exactly what is happening on my 2 registers at my location! 

It initially says "remove card" on customer's side then that disappears. 

The blinking of the screen should also not be happening. 

There is definitely a bug in the system to cause this glitch. 

@MayaP this should help the software team 

[Atypical]

100% not normal behavior. This started on November 8th for me.

[sammyg]

Hi @MayaP ! Thanks for the help on this.

We are seeing exactly the same bug :

- Most (but not all) credit cards transactions are taking upwards of 12 seconds to process. They usually go through in 2-3 secs. 

- It also started for us over this weekend probably on November 8th.

- We've restarted, we've factory reset and the problem continues.

- It mirrors the bug that was extensively covered in the previous thread "USB Cash Drawer opens after slight delay." That thread started as a cash drawer bug discussion, but at some point the bug morphed into a situation where ALL credit card transactions were being delayed and @MayaP did help fix that bug at the time by identifying the cause with the engineers.

- For us, there is no delay on cash transactions.

- We print our tickets here and it does seem to be effecting transactions that go to the printer much more than ones where folks tip on the screen. This seems like an interesting data point.

- We're hard wired via Ethernet into our router and the speed is very fast.

- What Square device are you using? Square Register

- What app version is the device on? App : 6.55 // OS : 5.51.0076

- Do you have a video of the issue? https://photos.app.goo.gl/mvDT2dYNEjFnc4xn8

[MayaP]

Thank you!

[MayaP]

I appreciate all the details guys. I have escalated this to be investigated further.  

[Atypical]

Thanks, Maya! If you can get us back to BAU soon, but especially before Thanksgiving, I'll be happy to Zelle you $100 for a nice lunch.

[MayaP]

Aw thank you @Atypical ! I am so sorry, but they are asking each of you to contact support. 😥

[MayaP]

**UPDATE!**

I’ve heard back from our team, and they’re requesting that each of you reach out to support individually to report this issue. While it may seem like the same problem for everyone here, the root cause can vary due to different factors. To fully understand what’s happening, our team will need to troubleshoot directly with each of you. I know taking the time to contact support isn’t ideal, and I truly appreciate your patience and willingness to work with us on this. Thank you!

@Atypical @sammyg 

[Atypical]

This is being dismissed, there is no other way to slice it. You guys absolutely have something busted on your end, and this keeps happening, but you continue to revert to the same tactic. Calling your support will do nothing! All of us are saying this started on November 8th, and none of us changed any configs or gear. My speeds are consistently over 600mbps, so it's not that. lol Again, everything worked fine until November 8th. 

[sammyg]

@MayaP Bummer. I contacted support about this yesterday, they said it was my wifi speed (I'm on ethernet and the speed is top notch). I replied and asked them to follow up and they did not. What do we do now?

Sam

[MayaP]

Thanks for hanging in there. I pushed back and will file a ticket for each of you. I do need the customer display serial number for the register to file your ticket. 

[sammyg]

Thanks @MayaP ! Customer Display Serial # is 132CS133A3000149

See attached photos for all specs from the POS.

[MayaP]

Your feelings are completely valid @Atypical! I don't want to waste any more of your time and want to ensure our team does address this. Please contact support when you have a chance so we can get the ball moving.