Square Register: Total remains on the customer facing display

[Chubbys]

We are getting some weird customer display issues for about a week now.  After processing a card transaction the total stays on the display until you start ringing the next order.   The customer thinks their card didn't go through and the next customer questions the items on their display.

[Chubbys]

After doing the factory reset and reprogramming all of our settings I'm getting the same results.  The first transaction went through like normal and back to our logo screen.  The second stayed with the order total on the customer screen.

[HeatherM]

I'm glad to see I'm not losing my mind. 🙂

We have the same problem with our Square Register and have to add an item to a new order, then clear the items from the order for the screen to revert back to the image we have displayed.

[AshleyK]

Hey @HeatherM and @Chubbys thanks so much for posting about this. It's a strange issue, so hopefully some troubleshooting will help resolve the issue. If not, I can always get engineering involved. 

Let's try some work on our end first. Please try the troubleshooting steps below (I have a lot listed!) and let me know if it works for either of you:

If the customer display is docked:

• Make sure that the display is docked completely and evenly on both sides. There should not be any gap between Register and the Customer Display and you should hear the latch click on both the left and right sides of the Customer Display.
• See if undocking and connecting the Customer Display via USB cable works. This can help Square diagnose whether it is an issue with the docked position only.

If the customer display is connected via USB cable:

• Make sure that the USB cable is plugged in properly into both Customer Display and the bottom of Register.
• See if docking the Customer Display works. This can help us diagnose whether it is an issue with the undocked position only (It is possible that there an issue with the cable that connects to two devices).

If you’ve tried all of the above steps and are still having trouble, you can perform a Factory Reset. Resetting your Register will require you to sign back in, so be sure you have your account password close by.

Remember, if your Register is in Offline Mode, do not perform a factory reset. Pending offline payments will be permanently lost and the funds will not be captured.

Resetting your Register will not impact your Square account or completed payments because your data is stored on our servers.

To reset 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 being and your Register will reset.

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

[HeatherM]

@AshleyK Our setup has the customer display remotely mounted, and unfortunately because of our setup we can't dock the customer display without completely unmounting the main register and customer display. The main register is not easily accessible where it is mounted and the customer display is in a permanently mounted holder.

But, I can say we've tried resets and reboots without any real success. The first transaction goes through and returns to the normal "home" screen, but any transactions after that go back to the last transaction display. We have to start a new transaction and then remove all items from the new transaction so customer display returns to the proper "home" screen.

I do see @Chubbys has done similar resets and tests with the same result...

https://www.sellercommunity.com/t5/Troubleshooting/Re-Square-Register-Release-Notes-SQUID-3-22/m-p/1...

[Chubbys]

We are connected via the usb cable since we're a food trailer.  Docked puts the customer display at about 6 feet tall from the customer's side.  The cable is secure on both ends.  After 1 more factory reset, we've had one transaction out of 8 cards processed hang on the prior total.  All others have returned to the home screen.

[AshleyK]

@HeatherM thank you for trying those steps!!

@Chubbys Thanks for the updates and just so I can give engineering the most detailed report I can, can you please tell me if the problem continues after fixing the one transaction that was stuck? If so, can you list step by step what you do to clear the issue? 

I really appreciate you both in this. I know troubleshooting can be time intensive. 

[HeatherM]

I just did another factory reset to see if anything improves.

I'll also try to keep an eye out for exactly when it happens. I THINK it's when a customer doesn't select a choice for a receipt on the customer display and we print the receipt from the main register screen and then select new sale. I could be totally wrong about that, but I'll keep an eye on it.

[Chubbys]

It's not a truly 'stuck' transaction as if the terminal is locked up.  It holds on to the items typed in for the previous order and doesn't return to the menu/logo screen after the card payment is accepted.   So the customer wonders if their card went through, which it did.  The transaction doesn't clear the customer screen until the first item of the next order is entered. 

[HeatherM]

Agreed, that's exactly what I see happening.

[AshleyK]

Thank you both so much for all the details you have provided. I sent a ticket into our engineering team last night and am still waiting for an answer from them, but if you notice anything else regarding this case, please let me know and I will reach out as well as soon as I receive more updates as well. 🙂

[AshleyK]

Hey @Chubbys and @HeatherM thanks for your patience. It looks like the issue should be resolved on our end, but I wanted to double check to make sure you both were not experiencing this issue anymore? Thanks in advance!

[HeatherM]

I haven't see it happen for a couple of days now.

But, I'm guessing there was an update last night because when I came in this morning the customer display was on. That usually only happens when there's an update. So, I'll continue to keep an eye on it and post back here if it happens again.

[Chubbys]

Yesterday and today we are having the same issue with the total being displayed and not returning to the home screen.

[Joe]

Hi again, @Chubbys - so sorry to hear that this issue is becoming prolonged. Were you able to try any of the troubleshooting steps listed above from @AshleyK? 

If so and those didn't seem to resolve the discrepancy for you, I would recommend reaching out to our Support Team. They should be able to take a deeper dive with you.

[HeatherM]

We just had it happen again here.

It was a cash sale and this is how the sale went...

1) Added item to sale

2) Tendered the exact amount of sale

3) Customer did NOT select a receipt from the customer display

4) Selected New Sale from main display

After that, the transaction that was just completed above was still visible on the customer display. It did not return to our displayed image.

[Joe]

Goodness, thanks for letting us know about this, @HeatherM. At this point, we recommend reaching out to our Hardware Support Team to troubleshoot this further. Since this issue has been prolonged for you, we want to take a deeper dive and get 'hands-on' with this one.

We look forward to hearing from you! 

[Chubbys]

So these issues don't get 'pushed up' to Support by the Square staff here?  I don't have time to sit on the phone and walk through a white sheet of possible fixes.  I need to be prepping food and/or cooking and selling said food to customers.

[HeatherM]

I thought the same thing. That it's odd to make reports here, then have to contact support.

I opted to contact them by e-mail. But I really hate going through the list of things to try just to get to the page where you can actually contact support. And I've been through a phone conversation with them before, where they just have you try everything in the troubleshooting list again.

There's been sufficient information posted in this thread, including how to recreate the problem, so just pointing software developers here should be able to put them on track to fix it.

[aeronaut]

This is buggy for us too, in the exact same way as everyone else. This has not been fixed and persists for us as recently as last night. It's very confusing and we would like it addressed. Should every single customer who has this issue really be contacting support individually?

[Joe]

@aeronaut - thanks for reaching out. While there seems to be some traction of a good number of Sellers who have experienced this issue here on the Community, we have not fielded an overwhelming number of these reports from a Support perspective. In this case, we need to reach each occurrence as its own event.

If you wouldn't mind flagging this over to our Support Team, that would be so helpful!