Delay and Lag on Selecting Items in Square Register

[pilsenoutpost]

Got our new Square Register in December. Loving it! However, we have experienced some lag or delay when selecting items during checkout. We will touch the item and it does not get added. Or we do a search for an item, comes up, but when touching it, still does not get added. During these instances, we aren't able to scroll through the items either. After going in and out of different menu screens, the problem seems to go away. But there have been some times we have had to reboot. 

Is anyone else experiencing this? 

Square support, is there any suggestions on why this might be happening or how we can fix it?

Thanks!

[EJ_]

Hi @pilsenoutpost

Sorry to hear about the trouble with your Square Register, that's definitely not what we want you to experience after you've waited so long to receive it. 

Aside from rebooting the device, have you tried any other troubleshooting? 

Did you make sure that your Register is up to date with latest software update? 

You can do this by tapping the down arrow at the top of your Register and select Settings. Scroll to the device section, tap General > About Register > Software Update.

[pilsenoutpost]

I had not tried the software update. However I did look at it and it seems to be up to date. Of course ever since I wrote the post, it seems to be working now with no lag. lol

So far so good and thing are working smoothly. 

Thank you!

[Beanworkin]

I’m currently experiencing the same lag, they have sent me a replacement register and yesterday it was working fine. Then today I went in and it seems to have done the new update overnight and now the black keypad is back on the left hand aide constantly and we can’t get rid of it, also a 3 second lag when I press any buttons during checkout. I’ll be switching from square ASAP 

[kbgateson]

having the same lagging problem. very busy store so the lag is very frustrating. we had them replace the register as well but the same problem occurs. the register is up to date on software - which i think is the issue. the register did a software update, we now have the little black keypad (which is too small) and the problems have happened since the update.

[Beanworkin]

Yeah it’s ridiculous, they’ve told me I can revert back to the previous screen in settings, checkout. This doesn’t exist 😩

[halghabra]

Obviously a bad update was pushed (and somehow Square decided to push that update on a Friday when stores and restaurants are most busy). Even the new layout itself is less useful than the older layout, especially the keypad portion which became smaller and less intuitive to use as an item multiplier. 

[Beanworkin]

Any news on when they’ll fix it ? I just keep getting told to restart my register 🤦🏽‍♀️ They aren’t taking responsibility for it. I’ve spoken to other register owns and it seems not everyone has been affected. Good to know I’m not entirely alone though 

[halghabra]

I spoke to a semi-knowledgeable customer service rep who confirmed that they are getting a lot of complaints about the issue and it is being worked on. No ETA on a solution though. If I was in charge at Square I would simply push a downgrade to the previous version for the time being. 

[kbgateson]

are you still having lag issues on your unit?

[kbgateson]

anyone have any luck with updates to the update? this is the most bananas thing ever. when i first spoke to them the phone rep doesn't know anything about the update - it's really a shame because i think other than customer service this product is better compared to the competition - but getting through to someone and the runaround of having to first go through an online process is backwards.

[JJ_]

Hello @kbgateson 👋 

If you are still experiencing difficulties with our app I would love to have more context on what is going and hopefully offer a solution.

[kbgateson]

since you made the software update the register is working very slow and each item has a serious lag. even punching in numbers has a lag of 3 seconds from one number to the next. Square has now replaced our register thinking that was the issue but alas we still have the same problem. the system prior to the update worked flawlessly for the last year. I don't understand how this is not a priority to have taken care of - it's not just us complaining here.

if this persists unfortunately we will have to switch providers.

[JJ_]

@kbgateson Seeing that the issue is persisting after replacing the hardware then the next step would be escalating this to our engineers. Even if this was a known issue we want to make sure that we keep an on how the POS is behaving on your account. Our Support team would be able to look into this with you! When you have a moment, please reach out directly by logging into your Square account and heading here: squ.re/contactsqsupport

[circlecitysouv]

I'm having problems!  We have gone through two or three recent updates and each one has made things worse.  We use Square to take credit card payments, not as a Register.  The keypad has gotten much smaller and when pressing in the number, it' so slow it's ridiculous!!  I'm just about ready to switch from Square!  This has been going on for months.

[JJ_]

Hey there @circlecitysouv 

It has to be frustrating that every update has made things worst for you. One thing that I could recommend is reverting back to our previous App experience. To do so you would just visit More > Settings > Checkout and once there, select Revert to previous experience. 

If you still experience issues after reverting I would suggest reaching out to our Hardware specialist so they can take a look at what could be causing these slow reactions on your Square App.

[kbgateson]

I’ve done this and was told that it’s been escalated to the engineers over a week ago.

[Beanworkin]

Same. Been told by 5 different people they would escalate it and I reply with I’m pretty sure it was escalated 2 weeks ago. 

[JJ_]

Thanks for the reply @kbgateson.

If we have escalated it then our product teams should be looking into it and if its something that is impacting other Sellers like @Beanworkin then they will be rolling out a fix in the next application update. 

I deeply appreciate your patience with this matter and, understand how hard it must be. 

Will do my best to keep you posted!

[kbgateson]

I’m currently looking into a new system - it’s unfortunate as I’ve dumped too much time and money into square to have this happen now. The customer service people seem to just read off the same scripts over there

[kbgateson]

is your unit still working slow?