Recently, Square Reader disconnects from Samsung Galaxy Tab A8

[jgorman0]

About two weeks ago our Contactless Chip reader began disconnecting from our tablet after less than 10 minutes of connection time. Everything has worked fine prior to this time. The message says Reader Failed to Connect. I don't have permission to upload the Screen Shot

I have worked with Square Support but none of their suggestions fixed the issue. I was told to upgrade to the Ver 2 Reader which we did, but we are still facing the same issue.

Anyone aware of a recent change to Android or Square that would cause this issue? Thank you.

[Breffni]

Hi @jgorman0 👋 thanks for letting us know. 

It sounds like the Reader and your device are having some connectivity trouble. The following steps usually resolve the issue you are experiencing: 

Ensure both the Point of Sale app and your device are running the most software version. 

Open Square Point of Sale App: 

1) Settings > Hardware > Card Readers > forget all card readers

2. Force-quit Square Point of Sale App

3. Open device settings 

4. Navigate to Bluetooth

5. Forget all Square Readers

6. Hold the button on the reader until the lights flash red

7. Reboot the Device

8. Re-launch Square Point of Sale app, wait 1-2 minutes and re-pair the Reader

Let me know if they are still disconnecting after these steps. 

[jgorman0]

Hi Breffni. Thank you so much for your solution. I tried it today and we were connected for almost an hour but then the error message popped up again. We'll keep trying. John

[MayaP]

Hey @jgorman0 I am sorry those troubleshooting steps did not work. Let's try a few more things:

1) Can you completely delete and reinstall the app?

2) Also, hard reset the reader. Resetting your Square Reader will have no effect on payments, transaction history, or other information stored in your Square account. 

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

2. Use your finger or a small object like a hair pin, pen cap, or paper clip to firmly press and hold the button on your Square Reader for 20 seconds.

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

4. If USB is unplugged, press the button again to turn your Square Reader on and observe any lights on Square Reader.

If Square Reader lights turn on, you’re all set.

[jgorman0]

Thank you for your suggestions. Yes, I have tried both of those steps. Reinstalling the app restored our connection was promising...we stayed connected for about an hour but then received the error message. I'm at a loss as to what to do. 

[Yumasnow]

I feel you pain I'm having same issue in addition my hardware will not connect of I turn square off and back on for any reason but if I use my phone instead of my tablet everything works just fine

[SilverStarArt]

Same issues - on two different Samsung Tablets. Ran through every suggested troubleshooting scenario. Returned Gen 2 chip reader under warrantly. Replacement reader has exactly the same problems!

[Yumasnow]

I'm having same issues with the exact same hardware what can we do Galaxy tab 8 with both version one and version two readers 

[Candlestore]

@jgorman0 , @Yumasnow @MayaP @Breffni ;

I just googled pairing with Tab A; and Samsung pushed an update from 13 to 14 that only works with newer LE Bluetooth.

Here is the help on this and problems with other Tab A users: https://eu.community.samsung.com/t5/tablets/urgent-galaxy-tab-a8-won-t-pair-or-connect-to-some-bluet... 

Not sure if this is the reason your Tab A's are having issues since you can connect but then disconnect.  The issue might be with Samsungs update and not a Square update.

I was also wondering if there is a battery saver setting that might turn off bluetooth on the Tab A after 10 minutes, like a sleep mode or something.  

[Yumasnow]

My last update was 3 months ago. I've only started having the issue in the last week or two

[Candlestore]

@Yumasnow ;

I have a Tab 8 and will try it to see about it connecting to my extra readers today.   I mainly use it for Backup internet connection for my stands.  Just setup Square and a bluetooth reader on my Tab 8a....at 12:35pm my time.... will check on it later.

[Candlestore]

@Yumasnow ;

I forgot about my Tablet yesterday before I left as I do not use it, and use my Stands for Sales.

I came in this morning and my Square App was connected to the Square reader still.  When I rang up a fake sale to push to my connected Bluetooth reader the Green Light lit up waiting for a Credit Card or Tap payment.  Both my Tab 8a and my bluetooth reader were plugged in and did not disconnect within 1 hour yesterday.

Now things on my device:

My samsung Tab 8 was given to me by my cell provider as a Free upgrade with a Phone line.  This Tab 8 is always plugged in and connected to the cell towers as my backup internet if the cable ever drops.  This Tab 8 is showing 11 as the operating system for Android, and the newest version of Square 6.49.1.  The Bluetooth Reader is version 1 I believe since I have had it since 2019.  

I do have Updates pending for the Tab 8 from Android, probably to get my system up to Android 14.  Now you have stated the last update you had was 3 months ago and this is just happening.  I wonder if an Update to Square is not comunicating correctly with the lastest android update, for the Tab 8a.   Since my Tab 8a with the Newest Square version is working fine.  With Android not wanting to be compatible with older Bluetooth versions I wonder if this is the case or if it is a Power savings setting on the Android device or the Square Device.  The Square bluetooth reader after 2 hours turns off  or low power setting to save the battery if not in use.  Maybe when it wakes up it does not automatically connect?   Again I am just another Square user trying to help you figure this out.  

[RobynR]

I understand how frustrating it can be to deal with an inconsistent connection.

Thank you for stepping in, @Candlestore. Just to make sure I’m on the same page, are you also experiencing connection issues with the Samsung Tab A8?

@Yumasnow & @jgorman0, could you confirm if your Samsung Tab A8 device and Square app are both up to date? Also, are you using the first-generation Contactless + Chip Reader?

[Yumasnow]

I now have both first and second generation readers. Everything is up today. I've even done factory resets. Nothing seems to resolve the issues. All hardware works on other devices other than the tab A8 this issue only started in the last couple weeks. I am in the process of doing a factory reset on my tablet, one of two different tablets that are having the same issue

[RobynR]

@Yumasnow, it sounds like something isn’t working as intended.

I suggest reaching out to our Support team to have them file a ticket with our Engineering team for a closer look. You can contact our support team Monday through Friday, 6 am-6 pm Pacific Time (9 am-9 pm Eastern Time), at 855-700-6000.

[Yumasnow]

After an hour on the phone with support they pretty much told me go buy a new tablet cuz they no longer support the tablets I have regardless if it's on the list of supported equipment

[RobynR]

@Yumasnow, while I can't guarantee that you don't need a new tablet, our goal is to ensure we're providing you with the most accurate information. I'd like to escalate this issue to our engineering team.

Could you please provide the serial number and model of your Square reader, the Square app version, and any images of the error messages you’re encountering?

This information will help us submit the necessary details to our engineering team. Please remember not to share any account-specific or sensitive information, as this is a public forum.

I look forward to your response.

[Yumasnow]

 

[Yumasnow]

So the tablet will connect if the tablet times out or I close the square app for any reason I have to uninstall and reinstall the readers in order for them to connect. Otherwise it just blinks connecting. It disconnected, connecting, disconnected, connecting, disconnected until I uninstall and reinstall the reader. Then it will work fine for about 10 minutes

[SilverStarArt]

Same!

[Yumasnow]

 sometimes this one pops up but not very often. When this one pops up I have to do a factory reset on the reader in order to get it to connect again. But still as soon as the tablet times out or screensaver comes on. However, you want to say it then I have to uninstall and reinstall the reader after an hour of troubleshooting. They said because my tablet is a 2018 I have to buy a new tablet. Regardless if I've been using it for the last 4 or 5 years it's now outdated