Second Square Stand Going Offline

[bakeribrooklyn]

Hello!

We bought a second square stand and ipad for our café. The stands are about 2 ft apart, separated by bread. The new stand is constantly going offline which mixes up our ticket sales. All software in the Square App and ipad are up-to-date. Wifi performs well on all other devices. Here's what I tried so far:

1) purchased new ipad

2) switched ipads from stand to stand

3) doubled interenet speed

4) re-started router

5) asked Verizon to perform complete Fios reset

Any other ideas would be greatly appreciated!

Thank you,

Amy

[Helen]

Hi @bakeribrooklyn, sorry to hear about the trouble you've had with your new Square Stand. When you say it's going offline, do you mean it's going into Offline Mode? Or do you mean it won't stay connected to the internet? And this only happens when it's in the Stand? 

I'll keep an eye out for your reply but in the meantime there are some additional iPad and Stand Connection issues troubleshooting steps here.

[bakeribrooklyn]

Hi Helen,

I mean offline mode, the internet connection is strong and consisitent with all other devices. Thanks for looking into this!

[Helen]

@bakeribrooklyn Sorry for the delay! So the Stand is connected to the internet but the Point of Sale app keeps going in to Offline mode? If you haven't already go ahead and call our CS team so they can walk you through some app troubleshooting steps that I think will help. The team will also be able to make sure any payments you recently took while in Offline Mode have been uploaded to your account - which happens as soon as your device reconnects to the internet. 

Thanks for your patience with this! 

[GlassJudy]

Offline mode can also be toggled off/on, so if you don't want the device to be able to go Offline, go to Settings on your mobile app, then tap on Offline Mode and toggle the switch to Off (left hand position).

[bakeribrooklyn]

Hi, thank you for responding! Unfortunatley, when we turn off "offline" mode we can't accept credit cards and our table tickets don't coordinate. 😞

[GlassJudy]

That doesn't make any sense to me at all.  We always have our Offline Mode disabled and have never had a problem.  We're not using Square Restaurant, but that shouldn't make any difference.

Have you tried the troubleshooting steps per @Helen's suggestion in her previous reply?  It sounds like your internet connection somehow is fading in/out, but it may be something completely different.  I hope you get this worked out soon.

[VanKalkerFarms]

Yeah, this definitely sounds like you should call in and get it diagnosed much faster.  turning offline mode option off shouldn't have any effect on your ability to sync tickets or have transactions.  which to me says there is an issue with the internet access on that device that it is timing out or something.  I have many devices all with offline mode turned off and they all sync and process CC.