Troubleshoot failed software update on Square Terminal and Square Register

Square Terminal and Square Register software updates automatically overnight as long as they are plugged in, powered on, and connected to the internet. Software updates are released every 2-8 weeks and can take anywhere from 15 minutes to one hour to complete, depending on which updates are needed.

Learn how to update software on Square Terminal and Square Register.

This article provides troubleshooting for failed software updates on Square Terminal and Square Register.

Before you begin troubleshooting

When to troubleshoot

Software updates failure troubleshooting involves steps that may include checking your internet connection, and rebooting your Square Terminal or Square Register Square Register. 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

• Separate device connected to the same network

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 and then plug the power adaptor into a power source, like an AC outlet.

Step 1: Check your internet connection speed

To complete a software update, your Square Terminal or Square Register must have a minimum internet connection speed of 25 mbps.

Step 2: Restart your Square Terminal or Square Register

1. Press and hold the power button and release as soon as you see the Restart option.

2. 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.

3. Try to process a payment before moving on to the steps below to factory reset your Square Terminal or Square Register.

Step 3: Send a diagnostic report

Sending a diagnostic report helps Square further investigate your issue if you cannot resolve it on your own.

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.

1. Sign in to the Square POS app on your Square Terminal or Square Register.

2. Tap ≡ More > Support > Troubleshooting.

3. Tap Upload Support Ledger.

4. Tap Send Diagnostic Report.

Once you tap Send Diagnostic Report, you can leave the screen and continue using your Square Terminal or Square Register normally while the report is sent in the background.

Step 4: Factory reset your Square Terminal or Square Register

The steps below require you to factory reset your Square Terminal or Square Register. Make sure you have the login credentials for your network and your Square Terminal or Square Register (device code or email address and password).

1. Tap ≡ More > Settings > Hardware > General.

2. Tap About Square Terminal/About Square Register  > Factory Reset > Confirm Factory Reset.

3. Tap Reset one last time. From here the countdown will begin and your Square Terminal or Square Register will reset.

4. You can also Factory Reset your Square Terminal or Square Register by holding down the power button for 10 seconds until you see a black screen with a count-down timer.

5. Keep holding down the power button until that timer goes to 0 and the screen says you can release the power button.

Related articles

• Troubleshoot network connection on Square Terminal

• Troubleshoot network connection on Square Register

• Warranty or return your Square hardware