Troubleshoot failed software update on Square Terminal, Square Register, and Square Handheld
Square Terminal, Square Register, and Square Handheld software updates automatically overnight as long as they are plugged in, powered on, and connected to the internet. Software updates are released every 2 weeks and can take anywhere from 15 minutes to one hour to complete, depending on your network speed and size of the update.
Learn how to update software on Square Terminal, Square Register, and Square Handheld.
This article provides troubleshooting for failed software updates on Square Terminal, Square Register, and Square Handheld. Software updates can fail to install if your Square device loses internet connection, has a low battery, or is manually shut down or restarted during an update.
Before you begin troubleshooting
Square Terminal (1st generation, v1) will stop receiving software updates as of 1 September 2025.
While you can continue taking payments with this version of Square Terminal, it will no longer receive software updates and the newest features from Square. Learn more about preparing for Square Terminal (1st generation, v1) end of life.
In order to avoid any future disruptions to your business, we strongly recommend upgrading to the latest version of Square Terminal (1st generation, v2) for improved processing performance, twice the memory and faster payments speed.
When to troubleshoot
Troubleshooting a failed software update may include checking your internet connection and rebooting your Square device. If at all possible, try to troubleshoot after hours. If you must troubleshoot during the workday, try to avoid peak busy hours so your customers will experience few delays.
Troubleshooting requirements
To troubleshoot failed software updates, you may need the following:
Your Square account login information (email address and password or device code)
Wi-Fi network name and password
Square Terminal battery level
To complete a software update, your Square Terminal can’t be in low power mode.
Check the battery level indicator on the top right corner of the status bar and make sure it's not red.
If the battery is low, plug the power adaptor into your Square Terminal or Square Handheld and then plug the power adaptor into a power source, like a power outlet.
Step 1: Check your internet connection speed
To complete a software update, your Square device must have a minimum internet connection speed of 25 Mbps. If your internet is the cause for a failed software update, you will receive an error message stating “No internet connection” with the option to change your Network Settings. Check your internet connectivity and switch to a suitable internet connection, if needed.
On your Square Terminal, Square Register, or Square Handheld:
Tap ≡ More > Settings > Hardware.
Select Test connectivity. The test can take up to a minute to populate.
The report will include your current Wi-Fi signal strength under the label Connection strength.
If the connection strength is less than 25 Mbps, you will need to switch to a stronger internet connection to successfully install a software update.
Step 2: Restart your Square Terminal, Square Register, or Square Handheld
Do not restart or turn off your device while it is in the middle of an update. If your device is attempting an update, wait until you see an error message stating “Something went wrong, please restart the device.”
Restarting your Square device does not erase important account settings like items, transaction histories, customer lists, or team permissions. It will all be there when you sign back in.
There are two ways to restart the Square Terminal:
- Press and hold the power button and release as soon as you see the Restart option. Tap Restart.
Or
- Press and hold the power button until the screen turns off. Wait a moment, and then press and hold the power button again. Release the power button as soon as the Square logo appears on the screen.
After the restart, attempt the software update.
- Tap ≡ More > Settings > Hardware > General.
- Tap About under Square Terminal.
- Tap Check for update.
- Press and hold the power button and release as soon as you see the Restart option.
- Tap Restart. If you hold the power button down too long and see a black screen with a count-down timer, immediately release the power button before the timer goes to 0. If you don’t, this will Factory Reset instead of restarting it.
After the restart, attempt the software update.
- Tap ≡ More > Settings > Hardware > General.
- Tap About under Square Register.
- Tap Check for update.
There are three ways to restart the Square Handheld:
- Swipe down on the screen to open the quick menu > tap the power icon in the top right corner > Restart.
Or
- Press and hold the circular power button on the right side of the Square Handheld and tap Restart.
Or
- Press and hold the power button until the screen turns off. Wait a moment, and then press and hold the power button again. Release the power button as soon as the Square logo appears on the screen.
After the restart, attempt the software update.
- Tap ≡ More > Settings > Hardware > General.
- Tap About under Square Handheld.
- Tap Check for update.
Step 3: Send a diagnostic report
Sending a diagnostic report helps Square further investigate your issue if you cannot resolve it on your own. This report is vital for discovering the cause of the issue and must be sent prior to factory resetting your device.
Diagnostic reports can take between 2-7 minutes to upload — make sure you have a strong internet connection and your device is powered on during this time.
Sign in to the Square POS app on your Square Terminal or Square Register.
Tap ≡ More > Support > Troubleshooting.
Tap Upload Support Ledger.
Tap Send Diagnostic Report.
A blue loading circle will appear next to Sending Diagnostic Report as the report is uploaded to Square servers. Do not attempt any other troubleshooting steps until the circle disappears and the Send Diagnostic Report text turns blue.
Step 4: Factory reset your Square hardware
The final troubleshooting step is to perform a factory reset on your Square hardware. A factory reset, unlike a normal restart, will restore your hardware to its original state when it was first purchased.
Factory resetting your device should only be done after all other troubleshooting steps have been attempted.
Before you factory reset your device, you must:
Send a diagnostic report (Step 3)
Performing a factory reset on your device will reset your general settings (date, time, language, etc.), remove any assigned modes or printer profiles, delete all pending offline payments, and remove previous software updates.
Once you have read and understood the risks of factory resetting your device, you may proceed to perform a factory reset on your Square hardware. After the factory reset is complete, you will need to perform a software update as part of the initial device setup.