Problem with the 'Retail' Mode

[OCSupport]

Hello everyone.

We've had an issue recently come about where the Gen 2 registers will not load the Retail mode when selecting it. Standard mode works fine, but does not seem to have the same feature/function set which the team that works in our retail location is not thrilled about.

What happens is you see the 'Introducing Modes' Screen. we pick retail and proceed. A loading image comes up, and takes about 5 minutes or so to get to ~77%, Once it hits that threshold, the unit reverts back to the mode selection screen.

We've done the following:

Made sure no peripherals were connected (scanner, etc)

Created a fresh retail mode

Made sure all available updates were installed

Performed a factory reset at the direction of support

Took one of the units to a different location with known good internet, same issues.

Has anyone else been running into this recently?

We've tried contacting support but either the agent refuses to talk to anyone but the company owner despite us being authorized on the account for support, or they've only walked us through some of the basic troubleshooting we've already gone through.

[Ellie_]

Hi there, @OCSupport,

Thank you for flagging this, we definitely want to step in here and see how we can help. To start, what version of the Square device are you on? Are you able to attach a screen recording of this issue occurring?