It says my contactless reader and chip reader Failed. How do I fix this?

[BayouCharters]

Under the Hardware section in settings my Square Stand Mount says it is connected but when I click on it the Contactless reader (Tap) reads Failed and the Chip reader (Dip) also reads Failed. How do I fix this after I have redownloaded the app and updated everything. 

[JK_Fiber_Art]

Hi BayouCharters,

Suggest looking through this info on troubleshooting your reader.   Understand that the volunteer Community Members are not the same as Tech or Customer Support but, we do have a lot of hands-on experience using Square's Apps and Hardware.   If you have gone through all the suggested steps in that troubleshooting article there's one more outside the box thing I can think of - the Contactless Reader can also connect to a smart device via Bluetooth - if you can't get it to connect to your Stand, see if will connect to a smart device via Bluetooth - if that also fails - it's possible the Reader may need to be replaced but that's a decision that Tech Support would have to make.

[MayaP]

Hello @BayouCharters, I understand this is frustrating! As @JK_Fiber_Art mentioned if you have tried all troubleshooting steps including deleting and reinstalling the app and are still getting the error message it is worth contacting our support team.

Do you have a screenshot of the error message? 

[ryanwanner]

Hello @BayouCharters !

I'll echo what @JK_Fiber_Art  and @MayaP  have said here and add in that I had that problem with my stand mount a few months ago. What ended up fixing it for me was an iOS update on the tablet. Once everything was updated my errors went away. 

I also worked with another business locally that had the same thing happen to their stand v2. For them the iOS update didn't work. They ended up calling into support and got their stand warranty replaced.

Hopefully the update works for you, but it's still worth a call to support!