Honeywell 1300G scanner will not connect when plugged in to Square terminal. How do I make it work?

[YhaleShop]

I recently bought a Honeywell 1300G barcode scanner for a brand new Square terminal, barcode scanner will not turn on at all. 

The Square Terminal in use:

https://squareup.com/us/en/hardware/terminal

Honeywell Hyperion 1300G USB barcode scanner shows compatible.

https://squareup.com/us/en/compatibility/accessories/barcode-scanners?device%5B%5D=terminal

Using the Square Hub

https://squareup.com/shop/hardware/us/en/products/terminal-hub

Barcode scanner connection:

USB Barcode Scanner (Hyperion 1300G) -> Square Hub -> Square Terminal

Power connection:

Square Power adaptor -> Square Hub -> Square Terminal

Called support multiple times and they were not able to resolve the issue.

Steps taken during the multiple calls.

1/ Barcode scanner factory reset. 

In my case, the Barcode scanner works fine when connected to the PC.

Follow steps found here that leads to this link.

TL;DR

Connect the Barcode scanner to PC, scan barcode found in page 1-5 (page 15 in the pdf)

Connect back to Square Terminal - Still showing "No Compatible Scanner Found".

2/ Factory reset the Square Terminal and update software afterwards. 

Still not working and getting the same message.

3/ Call Honeywell Directly. 

In the same troubleshooting page, there is a number to call Honeywell directly. Which is this number: 1-800-782-4263 (I'll save you some time here. Honeywell doesn't answer the call and you will battle with the automated prompt for at least 20min before them telling you "call back again later" and hangs up. It's really the, "you didn't get the message, we are not going to talk to you. bye bye. click"

4/ Googled every possible keyword to troubleshoot connectively issue but nothing useful came up. 

5/ Called support again.

They don't know how to resolve this issue and i've asked them to escalate me. They will keep asking you questions even when I tell them they are not able to. If you keep pushing for escalation they will just disconnect the line. This happened to me 3 times before I called it quits. 

6/ Thank you for reading my rants. I'm just very frustrated with this. Per Square supports recommendation, I bought another barcode scanner that shows compatible but the same no connectivity issue remains. 

I'm asking the community as a last ditch effort to see if someone can help me get this connected. I love using square (have been using the bluetooth card reader for years) but this might be the thing that makes me to move over to shopify. I've noticed shopify has a similar terminal that has the barcode scanner already built in...

Please let me know if you have a solution I can try.

Thanks!

[RobGuiher]

So, I bought a Zebra scanner and it works fine.  (My first attempt I ignored the compatibility list, and the no-name scanner I purchased wouldn't connect, similar to the problem you're having.)  But if I'm reading your note correctly, you've tried two different scanners and none have connected, right?  Is there any chance the USB port you're trying to use isn't functioning?  Have you tried other ports, and do you have other peripherals connected there (like a printer, for example?)

[YhaleShop]

The scanner powers when connected to a PC.

It doesn't seem to power at all when connected to the Square Hub and the Square Terminal does not recognize the barcode scanner.

I have tried all 3 ports that are available on the Square Hub.

I also do not have any other peripherals to verify if the hub is the issue. The Square Hub is brand new out of the box, so I will assume it is good for now. I have also tried several self-powered USB hubs purchased from Amazon but the results are the same at the moment. 

[Northroot]

I am experiencing the same issue. Square assumed that there was an issue with the hub connecting to the terminal, so I got a replacement, and it still isn't working. Help?! Did you ever figure this out?

[YhaleShop · Accepted solution]

Square support told me that they need to update the firmware to make it work - told me it's delayed. So no solution to get this fixed yet.

HOWEVER, while I have almost given up, I left everything plugged in the correct order of things. I think it probably took over an hour or so... All of a sudden I heard the scanner initialization tone and the terminal started to recognize the scanner.

Did I do anything additional to make this happen? No. I just left everything plugged in including the power to keep the terminal charging. 

I'd suggest try that out. 

[HumorHeart]

 I am going through this exact issue. Did all the steps you both have done. Left it hooked up overnight hoping for the same miracle, but nothing. 

[MayaP]

Hello @HumorHeart,

Oh no, I am sorry you are having issues with the scanner as well. I would like to confirm some details to better assist:

1) You are using the Honeywell 1300G scanner as well? 

2) When you say you tried all troubleshooting steps can you clarify what you have done? 

3) There is no error message occurring. It just won't connect right? 

[HumorHeart]

Hi, I am connecting a Zebra 9908 scanner which was on the compatibility list. I have scanned the barcode for the reset (from the 9908 manual) twice, charged all devices, have everything charging while setting up as well, factory reset the terminal, did a software update on the terminal, tried different ports in a brand new hub as well as two different adapters. The scanner turns on and works when hooked up to my computer and when I test it that way with the virtual terminal, but the actual hardware terminal will not recognize it nor will the scanner even turn on when plugged into it. I know the hub is getting power properly because the terminal is charging. 

[MayaP]

I appreciate you trying those steps @HumorHeart! I will ask you to reach out to support, so our team can investigate this further and file a ticket if needed. You can reach support at 1-855-700-6000 or squ.re/contactsqsupport.

If you need anything else don't hesitate to reach out!