Why does my Square Reader 2nd generation keep disconnecting from my Galaxy Tab A9+?

[messierj]

The title of this thread has been edited from the original: My 2nd generation card reader keeps disconnecting - frustrating.


Good evening,

I started to have this issue a few weeks ago.  At the time I was using a TabA8 and the first generation card reader.

Right away, I thought it was my TabA8 causing issues. I replaced my Tab A8 with a brand new Galaxy Tab A9+, figuring it may have been the culprit.  This purchase was a hit on my revenue for the month but I figured it was needed.  However, no joy.  Same results.  Dropped connection to the reader and having to reset the reader before each transaction could be finalized.

I ordered a new second generation card reader and connected it to my new Galaxy tab A9+.  It worked for two transactions.  There were no transactions for about 10 minutes.  When I reactivated my tablet, I received the error message showing that there was no connection to my card reader, and I had to "ignore the reader" and re-connect it.  It is a real pain, especially since I have an extremely busy shop.

This is my current status of connection: Bluetooth, 
MAC address: F0:82:C0:34:21:ED, Excellent

This is my Reader info: Model: Square Reader (2nd Gen, v1) Device ID: 403LS22304002240

Square version: Square Point of Sale: 
Version: 6.52

My new Android device Galaxy tab A9+:   OS version: 14 Model: Samsung SM-X210

All older devices have been removed from the device list and as a precaution I have also reset my new tablet A9+ to factory and restarted it from zero.  Plus, I have uninstalled Square POS and downloaded again a fresh copy, and reinstalled.

No change.  I am at a loss.

I work in IT and there really is no reason why, after doing all of the steps I have highlighted above, I  should still bnot have worked.

There is also a member in my business group who uses an IPad 8th gen, and is having the same issues.

There needs to be a fix from the Square group.

Please advise.

Thank you

[Katie_SQ]

Hi @messierj,

Apologies for the delay in getting back to you here. I'm really sorry to hear about the issues you're experiencing with your Tab A9+ and Square Reader (2nd generation). 

I'm just touching base to let you know that I've escalated this to our Engineering team for further investigation.

I'll be in touch as soon as I have more information for you.

Thank you and talk soon!

[Katie_SQ · Accepted solution]

Hi @messierj, 

I can see that our Engineering team has been in touch since my last message, but I wanted to loop back on this thread and provide an update on the outcome for Sellers who may come across this issue in the future.

You mentioned to our team that changing the battery usage setting of the Square Point of Sale app to unrestricted resolved the issue for you. I can see you found this suggestion in this US Community thread shared by HunkyDory:

• Update the Square app to version 6.53.

• Ensure your Android OS is up to date.

• Open Samsung 'Settings.'

• Scroll down and select 'Apps.'

• Find 'Square Point of Sale.'

• Tap on 'Battery.'

• Choose the 'Unrestricted' option.

I’m glad to hear this solution worked for you!

Thank you for following up and sharing this information with us. It’s incredibly helpful for our team, especially in light of these recent reports. Rest assured, our team has been actively investigating this behind the scenes, and we'll provide updates as soon as we have more information. 

In the meantime, please don’t hesitate to reach out with any additional information that might assist in our ongoing investigation.