New Square Stand (black & white) built in readers not working

[alexandriak]

Is anyone else running into the issue where the lights for the built in tap and insert readers are not coming on, which indicates the readers are not working? 

We have to sometimes reset the hardware/remove the iPad and put it back into the stand multiple times a day. We received a replacement stand we've been using for a week and we're having the exact same issue. 

Here is the link to the video that shows the problem I'm experiencing. 

https://drive.google.com/file/d/117mGTL2ZSVSA-yejkuIPb5pAPyL7fhK-/view?usp=sharing

[alexandriak]

I just wanted to share some general feedback with the team.


Please do not just disable features on someones account without a back and forth with them. 

I received an email from Stephanie yesterday that they were turning off the badges feature. I wasn't in the store at the time and thankfully it doesn't look like it affected my employees day yesterday. However it is in full effect on the account today which means I will need to look up all of my employees passcodes for today because I know they may not remember them. This just creates one more thing on my list for today, and while it's really nothing, it does add to the annoyance of the entire process here. Not to mention I now have to communicate to get this feature turned back on, which I'm assuming will mean I will need to reassign all of the badges to the correct employees as they come in for their shifts once this feature is back.

One thing that does seem to have helped my initial issue is having the stand plugged directly into a wall outlet. We haven't had any issues yet this week. Monday will be 1 week with no issues which I'm hoping means it's resolved. Had there been a prior conversation with me about turning off my badge feature that may have been something that wouldn't have actually needed to happen. 

[MayaP]

Hello @alexandriak,

Oh wow! I am so sorry you were dealing with this. I see you have been communicating with Stephanie and they are working to get the badges enabled again. I agree they should definitely ask before taking action like this, I am happy to pass this feedback along. Feel free to reach out if you need anything else! 

[alexandriak]

Thank you!


And to give an update just in case someone finds this thread down the road.

Plugging the stand directly into a wall outlet didn't solve the issue. Nor did turning the badges off. 

[alexandriak]

I began posting about this issue here. They were able to find the issue and eventually push out a fix thru an update. That fix lasted a short time until a newer update broke the fix. 

I have been dealing with this issue again for the last few months now. I have gotten my second warranty claim on the stand and literally the day the new one was installed we started experiencing it again. 

There has got to be someone else out there running into this same issue. 

THE ISSUE:
The built in tap or insert reader lights don't light up, which means the tap to pay or the insert of a card doesn't work. We have to close out of the app and reopen it, or restart the stand (sometimes both) just to get it working again. 

[_Violet]

Hi @alexandriak - Thanks for reaching out to us here on the Square Seller Community to bring this to our attention. I'm sorry to hear about your frustrating experience.

It sounds like the issue you are experiencing may be a software issue vs a hardware issue. This would explain why you are still experiencing this issue on the warranty replacement.

For this issue, we'll need you to connect with our Support Team, so they can gather the information required to create a support ticket, as we cannot access your Square account and device information here in the Seller Community. Then, our engineers can investigate this further.

If you haven't already, please reach out to Support directly by logging into your Square account and heading here.

[alexandriak]

Thank you! I did reply to my support email but apparently my 2nd ticket was closed. I've reached out to my square rep to see if he can help with getting that ticket reopened because it's now been a year with this issue. 

I know it's software but the support people always like to insist it's hardware. I went thru this same process earlier this year and am having to go thru it all again. It's frustrating but I am trying to be patient. 

I wanted to post because there has to be others out there running into this same problem.

[JJ_]

Thank you for flagging this here @alexandriak I hope you can find a resolution soon!

[_Violet]

I believe the Support Tickets do get closed out after a certain period of time. I'm not sure that your account representative would have the ability to reopen the ticket. In my past experience as a Support Advocate, the Engineering team may want a new ticket to be created since the last time you posted about this issue was last December and this was almost a year ago now.

I definitely understand wanting to post here to see if any other Sellers are encountering this issue as well.

Please do let me know if I can help with anything else. 

[alexandriak]

thank you! When I originally posted that issue wasn't resolved until Feb/March ish. so I was in contact with support then for several months. 

Then this issue started again this past August/Sept I think and I've been in contact with support since then. I just thought about posting again here today to see if I could find anyone else dealing with this exact issue.

[marc_nook]

We've had square stand for 5 days in our second store and just started having this issue.

Urgh.

[alexandriak]

they are working on it! It's a complex issue from the latest update I've been giving. We are not currently experiencing it daily like we were but just from time to time now.

[momcoletti]

I just started having the same exact issue and they want me to buy a new stand since mine is 2 years old. Weird thing is, my 5 year old stand works fine (I use the white card reader for payments on the old stand). I told the rep it happened after the update and she told me that wasn’t the problem. 

[alexandriak]

Just to provide an update


The problem has been escalated the engineers. Hopefully they can get to the bottom of this issue, again. I can't believe I'm the only one experiencing this it seems.

[alexandriak]

They have found the problem and are working on a fix.

[Rvalleau]

What was the issue?

[alexandriak]

No idea but we're still dealing with this. They're trying to figure out what is causing it this second time around.

[yayosomg]

Hi! Did they ever fix this problem for you the second time? We are experiencing the same issue. 

[alexandriak · Accepted solution]

they are actively working on it. Apparently it's a very complex issue and just starting to affect a lot more people. We aren't having it happen as often as we use to.

[yayosomg]

Thanks so much for letting me know, and glad to hear it isn’t happening as often for you anymore. 

[alexandriak]

we were up to two to three times a day, always at the busiest time of course. it may happen once a week now if that. 

[momcoletti]

What’s the complex issue? I’m having the same problem and they don’t seem to know about this problem. Their answer was for me to buy a new stand.