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

[MayaP]

Hello @alexandriak,

Oh gosh! I really hate to hear this has happened twice now. What happens when you actually tap or insert the card? Does it not read it? 

[alexandriak]

Absolutely nothing. It'll say on the total screen and it just acts as if nothing is happening. Support has no idea. 

The beta stand never did this. My first actual released stand was fine for about 6 months. 

[MayaP]

And is it every payment won't process when inserted or tapped, or is it sporadic? By chance have you noticed it only happens with certain card types? @alexandriak

[alexandriak]

It's here and there. Not every time (thankfully). It's any card type. The lights on the stand just don't come on, which means the readers aren't on, even though the stand shows connected.

[MayaP]

Just checking back in, I hope you had a great holiday and the stand didn't give you too much of an issue @alexandriak! When you guys called in for help did you guys go through any troubleshooting steps? 

[alexandriak]

Hey there! I hope you did as well. 

Thankfully it's been working ok the last few days. We did! We went thru a lot of steps. I'm waiting for the second replacement to arrive, which should be this week

[alexandriak]

ANNND in a possible unrelated note, I know a lot of business owners in my downtown area have been experiencing issues with their tap/dip white readers. I'm not sure if the issue is a recent app update or what. 

[MayaP]

Thank you for asking it was a nice little break. I haven't been seeing any reports of this issue yet, but we certainly want to investigate this further! You said you already replaced the stand before and it still happens right? We can keep sending replacement stands out but if there is something more going on that is pointless, our engineers will need to investigate further.  I can have the team look into this but I will need the list of all the troubleshooting steps you went through. 

[alexandriak]

You're welcome!

Yep! This will be the second replacement. And I agree. I tried to say that to the last tech support person I spoke with but all they kept suggesting was a new stand.

We've updated the app and iOS. 
We've changed settings on the iPad itself, making sure the ability to connect to USB (it's called something else in settings now) is turned on. 
We've reset the stand itself many times (this is what we also have to do when the problem pops up)

It didn't start happening until November. I've been using this style stand since the beta. I received the final stand that was released to the public in April.

[MayaP]

And you tried completely deleting and reinstalling the app? 

[alexandriak]

You know I honestly can't remember. I may have. I'd have to call in to tech support and ask them to check the logs from the first three calls about it. I want to say most likely yes

[alexandriak]

Just to give you an update my employees let me know my second replacement stand is having the same issue. It did it at least once so far today that they've told me and they had to close out of the square app and reopen it for the stand to work properly.

[MayaP]

Aww man @alexandriak, that is disappointing to hear. I just want to clarify the iPad that you, has it been the same one for each replacement right? Can we try doing a reset on the iPad, I doubt it is the iPad but I just want to cover all troubleshooting steps possible. Also, can you confirm the iPad model and app version of the Square app? Thank you for hanging in there! 

[alexandriak]

Yes same iPad. We have no other issues with the iPad. I can do a reset but honestly that's going to take some time, not to mention be a huge pain with the other apps we have on there for our consignment management. 

iPad 8th gen. 16.2 iOS

square app version 6.7


The latest troubleshooting was to make sure the stand was plugged directly into a wall outlet, and not a surge protector. I was just able to this morning get cords moved around to make this possible so we're going to try it out today and this weekend. We did have issues yesterday (just once) and again this morning before moving the cords.

[MayaP]

Thank you for trying all this, I am so sorry you are going through all this trouble. I know this hasn't been easy so I truly appreciate all your effort!  I am not seeing this mentioned as well, or maybe I missed it but have you done a hard reset on the actual Contactless Chip Reader itself? 

1. Charge your Square Reader for at least 20 minutes.

2. While Square Reader is charging, use a small object like a bobby pin, pen cap, or paper clip to firmly press and hold the button on Square Reader for 20 seconds.

-After 20 seconds, release the button and wait 10 seconds. Do not let go of the power button until after the red lights have stopped flashing.

-Press the button again to turn Square Reader on and observe any lights on Square Reader.

If Square Reader lights turn on, you’re all set. If the lights don’t turn on, please try again. Make sure to firmly press and hold Square Reader's button for a full 20 seconds. Do not let go of the power button until after the red lights have stopped flashing.

[alexandriak]

There is no contactless reader. The readers are built directly into the stand. You can see this in the video I linked in my OG post.

[MayaP]

Omg, I am so sorry it has been a long day, I completely blanked when I typed that, you are using the new stand! Thank you @alexandriak for reminding me. 

[MayaP]

Do you happen to have another iPad, could we test replacing the iPad? Also, when the reader stops working do you notice the iPad doesn't charge? We are going to escalate this and file a ticket, I am being asked to gather this information before doing so. Thank you again @alexandriak !
 

[alexandriak]

Hi there

There should already be a ticket for this issue and they do have all of the information I've been sharing here. I posted more so to see if anyone else was also having this issue. 

In the video I posted (linked in my first post) you can see the stand shows connected, the iPad shows it's charging. It's important to note that I can still scan items, and my scanner is connected to the little USB box on the stands power cord. 

I do not have another iPad that fits in this stand to test. I strongly don't believe the iPad is the issue.

[MayaP]

Thanks for letting me know! I do see the ticket here and looks like you have been in communication with Stephanie, perfect! I am really hoping the engineers can figure this one out, of course, if we need anything feel free to reach back out! I appreciate all your hard work and dedication to getting this resolved! 🙏