Square Register Search Typing Lag and Slow

[Misomiso]

So we have a Square Register that has been updated to the new Square for Retail but its so slow in the search. We have the Square Stand and its blazing fast in the search.

Anyone might know why this is? When you click search, click item OR just type there is almost a half a second lag in the search. So you will be typing faster than the text will appear and it is so slow when we need to search for products.

Anyone else having this issue?

[Valentina]

Since we're unable to take a dive into your account from here, we recommend reaching out directly.

If you give us a call between Monday and Friday, and ask to speak with the hardware team, our Customer Success team will be able to connect you directly with an hardware specialist. They'll be able to dig more deeply with you and figure out what may be happening, @Misomiso! 🍜 

P.S. Welcome to the Seller Community! ✨

[MAXSDELI]

We have two Registers at our front counter and they both experience lag/latency issues, this, from day one of installing them. We also use several iPads with Stands and they work perfectly fine. 

While I’ve brought this to the attention of Beta, SuperSellers and customer service, it continues to be an issue without any real fix put forth other than to suggest it is due to electrical interference. That said, how do we fix it?

@Valentina @isabelle @SQPhil 

Anyone?

[Misomiso]

Let me know if they ever find a fix, we haven't gotten a solution for this either given that we have talked to customer service and restarted our registered. 

[isabelle]

I’ll file a bug with Engineering first thing tomorrow morning. They can take a look on the backend. I’ll let you know if I need any additional information @MAXSDELI. Sorry about this.

[MAXSDELI]

Thank you. I’ve DM’d @kellyj as well on this matter as I’m not certain where to continue this issue. It was once suggested that the lag/latency was due to electrical interference but no real solution was put forth other than to suggest we plug it into another outlet which isn’t really an option as it has to be located where it’s located! 😂

If an electrical interference shield would help, I’d like to know that as that is an easy fix however, given that other merchants/sellers are experiencing this, mine doesn’t appear to be an isolated issue. 

Thanks again…

[zder]

@MAXSDELI,

Your experience with Square Registers doesn’t sound good.

At the time of its release, Square Register was touted as being the best way to run the Square POS, and even as a harbinger of the future of Square hardware. Now, Square Register seems like a half-forgotten idea, and the iPad/Stand/iOS app the better designed and maintained POS solution.

[MAXSDELI]

@zder : Mine has not been the most favorable experience.

Our iPad/Stands [4] work flawlessly however, my experience with the Square Registers [2] has been less than stellar. This may not be the experience of other Register users so I implore you to reach out to other users for a more rounded opinion. It’s also possible that we received some less than desirable units however, I’d have no way of knowing without a replacement or hands on experience with another, similar merchant using Registers. 

As a fast casual deli, I’ve created a robust library with dozens of Modifier sets to accommodate customer requests at the touch of a button rather than leaning into the Notes section, which can be time consuming and fraught with customer interpretations of what instructions should entail.

I have a theory that the more Modifier sets we attach to an Item, the slower the buttons react when tapped and if you have the type of business model that requires many different Modifier sets, this may cause you concern. 

Again, please reach out to the Seller Community for more insight into utilizing Register as the hardware is beautiful and I assume, works perfectly for many users. 

Max

MAX’S DELI

Beta Merchant

Super Seller

[zder]

@MAXSDELI,

I appreciate your reply. I have looked through a number of seller experiences of Square Register here on the community, and I see sellers having problems with it. It would be good to hear some positive stories as well. 

[MAXSDELI]

Yes, I’ve compared the two pieces of hardware to previous vehicles, I’d rather own a Honda Pilot that’s reliable but pedestrian in design than a Land Rover that’s high on design but in the shop all the time. 

I’m really an Apple guy because of its reliability. Android, with its open platform from a developer standpoint, always seems fraught with idiosyncrasies. As a merchant that desires frictionless reliability and consistency, in order to provide a good customer interaction, the Square Register has left me overall, disappointed. 

Anyone else have their own issues with Square Register they’d care to share here?

@isabelle @BernadetteA 

[BernadetteA]

Hey @MAXSDELI

Sorry to hear you are still having trouble with this! I'm catching up on this thread and will need to touch base with the rest of the team to see if we can get you some recent updates. 

[MAXSDELI]

Thank you Bernadette, perhaps we may need a full reboot or some other solution in order to fully appreciate its capabilities. 

As a longtime user, beta merchant and super seller, Covid really put the kibosh on my ability to keep up with new features, participate in online chats and give feedback on known issues. 

When I purchased the Registers for our front counters to replace our iPad/Stands, I assumed they would share the same screen format and see parity with the iPad pos, I was mistaken. 

The Registers have been inconsistent in comparison with the Apple platform, making it difficult sometimes to know whether a glitch on one is a glitch on the other. As a result, I began to lose interest in chasing down problems and began to accept the issues as limitations…

I’d relish the opportunity to see some progress in this area or even a replacement. Recently I’ve experienced an issue with the front facing display saying it’s disconnected, requiring me to loosen it from the counter in order to reach the release button to remove it and reconnect, not convenient when we have a line of customers and they have to wait for this seemingly, laborious process to ensue so they can pay. 

Any help from @Square at this point, is super appreciated. 🙏

[GreenFarmCafe]

I am in the same boat. It’s super glitchy and random setting pages keep popping up. 
I’ve got 7 venues working on the same account and think it can’t cope with the data attached to that. 
my thought is due to keeping costs low they only install small RAM and memory. iPads are definitely better for fast paced venues. 
The customer facing checkout is great though. 

[MAXSDELI]

It was also suggested that it is a result of sharing an outlet with a refrigerated deli case and to move it to a dedicated outlet however, every outlet along the counter is using the same circuit. Would a noise suppression filter solve the problem?

FYI: The iPad/Stand combo never experienced this issue and continues to perform perfectly. 

[isabelle]

Hey @MAXSDELI! Just filed a ticket with Engineering. Let's wait to see what they have to say. 

[isabelle]

Hey @MAXSDELI-

I filed a ticket and received the following message to relay to you: 

In order to get started on your case, our engineering team will need to take a closer look at your specific device. The quickest way for them to do that is to look at your device’s diagnostic report. Diagnostic reports contain essential logs that will help us diagnose and resolve issues faster.

To submit a diagnostic report to us:

1. From the Menu on your device, navigate to Support.
2. Under Troubleshooting, tap Send Diagnostic Report.

I also noticed that the last time you contacted our Support Team via phone was in early May. Have you called about this issue recently? Did they walk you through the factory reset? Let me know! 😊

[MAXSDELI]

Report sent. I’ve simply dealt with the lag but it’s important we understand why it’s happening and find a fix. Others have reported the same issue and I know other merchants using the Register, who’ve expressed the same complaints. 

[isabelle]

Hey @MAXSDELI ! Engineering got back to me - they're wondering if you can provide a video of the lag. Is that possible?

[isabelle]

Thank you! I passed it along @MAXSDELI 🤓I'll let you know when I have an update. 

[isabelle]

Hey @MAXSDELI! Heard back from Engineering. They think you're being impacted by a known issue with the Square Register. They've asked me to ask you to test the following: 

• Hold the back of the larger display with one hand while attempting to touch the front of the screen with the other hand to interact with the app. Does touch performance improve?
• Switch the power outlet that the Register is plugged into. Does touch performance improve?
• Move the Register to another part of the shop, ideally away from any other electronic or mechanical devices. Does touch performance improve?

They also noted: If the touch performance improves with any of the points above, we can then confirm that they are indeed hitting a known issue that happens with electrical noise in their environment. 

Let me know and thanks! ✨