Hi @lalala - Welcome back to The Seller Community, it's always nice to see you here 😊
Great Question.
There are basic checks you can do for issues you may encounter with Square Register. Make sure to walk through the following before going through issue-specific troubleshooting steps:
General Troubleshooting
Make sure your device is connected to power. Square Register needs to be powered to function.
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.
Tap Hardware > General > About Register.
Tap Software Update. If there is no update, your software is up to date.
Make sure your device’s date and time are accurate. If they are incorrect, update them via the Settings > General section.
Make sure your Square account is activated.
Display Troubleshooting
Connectivity
Is the customer display connected to Register properly?
If your device 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 undocked and connecting via USB cable:
Make sure that the USB cable is plugged in properly into both the customer display and the bottom of the 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 is an issue with the cable that connects to two devices).
Display Issues
Most display issues, such as a few common ones listed below, are resolved by undocking/docking or unplugging/plugging in the customer display. You can also reboot the system by using the power on the bottom edge of Square Register.
Customer display not responding to touch.
Customer display frozen on one screen.
Customer display stuck on the Square logo.
If you’re still having trouble after you’ve tried these troubleshooting steps, please contact our Support Team.
Wi-Fi Troubleshooting
Confirm Square Register is connected to Wi-Fi
Toggle Wi-Fi off and on in Settings > Hardware > Network and check to make sure that you see a checkmark next to the network to which you are trying to connect. Confirm that you see the Wi-Fi status indicator on the top right corner of the status bar.
Keep in mind, you won’t be able to connect your Square Register to a captive portal network. A captive portal is a network that requires you to agree to terms or conditions to access the internet connection (these networks are common at coffee shops, airports, and other public internet access points).
Confirm Wi-Fi signal strength
Confirm that you have a strong Wi-Fi signal by checking other devices (such as phones, tablets or laptops) on your network near the location of your Square Register. The Wi-Fi status indicator in the upper right corner of the status bar should have 3-4 white bars to indicate a strong signal. Depending on the position of your router, you may need to move your Square Register closer to your router. If it does not, consider contacting your network professional.
Switch to Ethernet
If you have an Ethernet connection available, switch to Ethernet by plugging in a cable to the port on the Hub.
Ethernet Troubleshooting
Confirm Square Register is connected to Ethernet
Confirm that you can see the Ethernet network status indicator in the top right corner of the status bar. If you don’t see the Ethernet network status indicator, try unplugging and plugging in the cable from the Ethernet port on the Hub and from the router or modem.
Confirm modem/router connectivity
Test your modem and/or router by plugging in other devices (such as a laptop) and seeing if they connect to the internet.
Switch to Wi-Fi
If you have a Wi-Fi network available, unplug the Ethernet cable and switch to Wi-Fi in Settings. Make sure to unplug the Ethernet cable since the device will default to using Ethernet connection over Wi-Fi if both are available.
On rare occasions, you may need to perform a factory reset.
Don’t worry: resetting your device will not erase important account settings like items, transaction histories, customer lists, or team permissions. It will all be there when you sign back in.
Before resetting your Register, please have the following information on hand since you’ll need it to log back in afterwards:
Wi-Fi network name and password.
Account login information (email and password) or device code.
Location name, if applicable.
Accessory settings: printer stations, drawers, and any other accessories. Recommendation is to take a picture of the configuration of each accessory.
To reset your Square Register:
If you have taken any offline transactions, be sure to reconnect to the internet and process them before proceeding. Pending offline payments will be permanently lost and the funds won’t be captured when you reset your device.
Tap the down arrow on your Register and tap Settings.
Tap Hardware > General > About Register.
Scroll to the bottom of the screen and tap Factory Reset > Confirm Factory Reset.
Tap Reset one last time. 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.
Go back through basic setup questions like your time zone, date, and time.
Reconnect to the internet and sign back in with your email and password or device code.
Add accessories such as cash drawers, printers, barcode scanners, or scales. Learn more about connecting compatible hardware to Square Register.
Adjust any settings back to your preferences.
Feel free to contact one of our hardware specialists if none of these troubleshooting steps help.
As always, feel free to stop by The Community with question, concerns and even feature requests. We are more than happy to assist. ✨
Ria
Community Moderator, Square
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