Square register offline mode bug with Spectrum modems

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I have been working with a support agent to try to solve the problem that was recently introduced with a software incompatibility between Square Register and Spectrum modems. My register stays offline with either wired or wireless connections, and is able to access the internet in either mode, just not connect with the Square servers. The agent confirmed that it is a known bug, and that there is no fix until a patch is issued, but she had nothing to say on the subject of timing.

Is this something that is likely to be addressed in hours, days, or weeks? How long am I able to take offline purchases, and what happens if I have a client give me an unauthorized card for an offline transaction?

[Donnie-M · Accepted solution]

@glyph do you know if the bug is specific to the cable modem or the built in router?

I would hot spot my cell phone and connect the register to the wi-fi hot spot each day so the transactions can report and settle.  If the problem is compatibility have you tried using your own wi-fi router plugged into the spectrum modem?  If it is the built in router as the issue this should solve that problem.

I know most of the time ISP's can allow you to use your own equipment (cable modem) and save the rental fee, you might look at this too as you can pick these up at a wally mart.

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Thanks for the reply, Donnie. The support tech said that it is a bug specific to Spectrum modems. I have the ISP provided cable modem, and my own Netgear Nighthawk router.

You had an excellent suggestion to use my phone as a hotspot, that hadn't occurred to me. I just tried it, and unfortunately, the problem persists, making me question the tech's diagnosis. She wanted me to wipe the device, but I had read earlier that doing so deletes any pending transactions, making it a very expensive fix. I mentioned that, and got an "oh yeah" from her.  

It looks like I'm back to the drawing board. I was on the phone with them over an hour yesterday trying to solve it. If the hotspot idea had fixed it, I'd be buying my own modem right now, but I'm afraid I have a corrupted system.

-Ron

[Donnie-M]

@glyph i would definitely contact support again and see about how you can offload those transactions, and I would also print some reports so you have as many hard copies as you can get on things.  Definitely need to get an escalation on a problem like this and see what you can do.  The hotspot should have worked, I know you can try to restart the system and maybe see what happens, but I would not do a wipe at all.

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Scratch that. I just tried another reboot and reconnect with my phone hotspot, and it managed to connect.

Once I knew that my transactions from yesterday were uploaded and secured, I did a factory reset and managed to get everything working again, although only via a wired connection. Wireless connections still strangely allow Square Register to connect to the internet, but not to Square's servers.

Thanks again for the tip, Donnie.

[Donnie-M]

@glyph This is awesome, I am so glad we could find a way to work around and make sure you are in good shape.  Getting your sales recorded is the #1 job of the pos!  Thank you for the resolution information. I love hearing things worked out!