Random Square Terminals offline overnight

[SVLFever]

Good Day Square Friends,

I am somewhat new (one month) to Square and am using Square Retail on multiple Square Terminals.   I am seeing a very strange issue where there will randomly be several of my Terminals indicating the red bar "No Internet Access" when I come in prior to opening and I have no idea why it is occuring.

Currently, I have seven WIRED Square Terminals.   I will routinely see two, three or four of the seven  terminals indicating they are offlin ewhen I come to start the day.   We are NOT shutting of the terminals at night, and we are using a fiber internet connection without any internet issues.   

The terminals that will be offline will vary from day to day, and the number offline also varies.  From what I can tell, there is no pattern.

The solution to fix the problem is to unplug the USB-C connection from the Square Terminal, and plug it back in, and the device will immediately come back online.

I also have two Square Terminals that I am using wirelessly, and they get shutdown at night, so I'm also wondering if the problem is the Square Terminals being left on overnight is the cause.   If so, why not all of them, and only some, randomly?

Any suggestions or thoughts?

[TheRealChipA]

Hi @SVLFever.  I can not think of even a bad reason why this might be occurring.  I leave mine on overnight and have never had this problem.  I can offer a suggestion for helping the Square engineers to track this down, however.

The next time this happens, do what you need to do to get them back online.  Then on each terminal that was offline, go to the menu -> Troubleshooting.  Upload a support ledger and send a diagnostic report.  After you’ve done this, either call Square Support or start a chat.  Tell the support person what is happening and that you uploaded x ledgers/diagnostics for the engineers to review.  They will create a trouble ticket and investigate.

I wish I had any other suggestions, but that’s all I’ve got for now!  If I think of something else, I’ll definitely post it.

Regards,

[DanielleP]

We have the same exact thing happening. 6 wired terminals that routinely decide to go offline despite perfect network conditions. I've replaced cables, set IPs to static, etc. I found the same solution that you did; unplug the usb c and plug it back in. If you find any other options, please post, it's getting very old and annoying!

[SVLFever]

I have had multiple communications with Square Tech Support about this, and they are investigating, but have not given me any update to a potential cause.  Maybe you should report it as well so there is another record of the problem.