Square Register has no internet access when connected to mobile hotspot (But Square Stands do)

[jasonwilsonfl]

I've been troubleshooting this for hours and I can't make any sense of it. Here is my setup:

Netgear Nighthawk 5G Pro MR5100 Mobile Hotspot Router

Square Stand (Bought new a few weeks ago) X2

Square Register

Star Micronics TSP143IIIW (Wireless Printer)

Ok so step one was mobile router WPS connects to printer, no issue. Then the Square Stands connect to router, no problems the internet is working, can take orders and payment, and communicating with printer.

The Square Register is where it falls apart. It connects to the mobile router, the network settings page looks normal, connected with strong signal. It sees the printer and is able to do a test print. But that's it. Click on notifications or transactions and it says network error, there is no internet connection. Try to do a sell and it's just network error and prompts you to try offline mode. 

I've done everything I can think of to correct the issue. I even started from scratch and made the register the only device on the router network, still nothing. What's even crazier is if I connect the register to my phone as a mobile hotspot it works great, same for if I bring it inside the house and try it on the home network.

But connecting to my phone isn't an option because it needs to be on the same network as the printer for it to work. No idea what to do.

[ninja502]

try to reboot nighthawk, see if it will connect to the 2g wifi channel for internet ,    reboot register

[Candlestore]

I have had this same issue with my cell phones.  My Ipad stands connect to the WiFi and work fine.  My Ipads are not able to have a SIM card to connect to Cell Towers like my cell phones can.  My cell phone when connected to Square is fine but if I connect to a WiFi connection instead of a cell tower, my cell phone is disconnected from Square.  My understanding is that the Registers also use Android technology which is what my cell hone is also.  I am wondering if some Android update messed this up?  My cell phone lets everything else work with WiFi just not Square, is this because of a Square update?  I still can not get my cell to work on WiFi with Square, even to check reports I have the message Not Connected to Internet through Square for Retail .... but the report will show up.

[frances_a]

Welcome to the Seller Community @jasonwilsonfl! 

The Register is capable of using a hotspot connection to access the internet. 

Does your hotspot have a password set up? You would need that for the Register to connect properly. 

@Candlestore

Let me know if you already have a password set up or try setting one up.

Thank you!

[Candlestore]

@frances_a ;

I do have a password setup on my WiFi.  The password is saved on my phone and shows connected to my WiFi.  My Wifi is 2.4ghz and 5ghz.  My phone is connected and the internet is fine, I do a speed tests and shows my internet provider (Blue Ridge Cable). Click on the Square Beta App and shows no internet connection.  Turn off Wifi and do speed test and Shows T-Mobile..my cell provider and then I can connect to Square without the warning that there is no internet connection.

Beta app version 5.89b4.

Off Line with FULL WiFi bars  

Both pictures same time

Black Bar Connected with WiFi OFF using 4G

All I did was turn off WiFi

You can even see the Time is the same (19:35) and so is the Battery (67%).  All I did was turn off WiFi and the Red bar goes away.

[frances_a]

Thank you for providing those details, @Candlestore

Has this happened with other Beta app versions? Or just this one? 

Let me know so we can better assist! Thank you. 

[Candlestore]

It is happening with the Beta app as noted by the version number.  Glad to help

[frances_a]

Thank you! @Candlestore

I meant other Beta app versions. 

If it started recently, uninstalling and reinstalling the app should do the trick. 

If it has been an issue with other versions of the Beta app, please reach out to Support (squ.re/contactsqsupport) as they might need to investigate as a bug. 

Sorry for the confusion and as always, thank you for all you do!