Square Register stuck in offline mode

[hfalor]

My Square register is stuck in offline mode and says internet is not available, my laptop has wifi. I have tried everything, Ethernet, wifi, used my cell phones wifi and nothing will work. I've confirmed all those connections work with my laptop. If I turn my square off and on will I lose all my offline transactions? I have a good amount of them, and if I lost all of today sales it will kill my small business. I've been on hold for square for over an hour, and then it hung up on me.

PS If you're going to put people on hold for that long, please play more than one song on repeat.    

[#2]

@Borealis and @SweetScience You do not want to reset your Square Register if you have pending offline mode payments as that will erase them. 

Also, your Registers should not be jumping into offline mode and staying there. I would feel frustrated by that too! It sounds like you need to contact our Support Team so they can work with you over the phone and file a bug or give a warranty for the hardware. 

[Soha]

You can restart they will process.  Ours has went offline every day the last 3 days for no reason.   We have internet and our other iPad one works fine.  This won’t go online until we restart.  

[Soha]

sorry for the delay.  After Hard wiring the register and turning off wifi we havent had the problem

[Borealis]

Yea, us too. Almost daily.  @Square...what are you doing to fix this?  You've jacked up everyones rates and the tech is working worse.  Please fix this!

[AshleyK · Accepted solution]

@Borealis and @SweetScience You do not want to reset your Square Register if you have pending offline mode payments as that will erase them. 

Also, your Registers should not be jumping into offline mode and staying there. I would feel frustrated by that too! It sounds like you need to contact our Support Team so they can work with you over the phone and file a bug or give a warranty for the hardware. 

[SweetScience]

@AshleyK Thank you for the response. We went ahead yesterday and restarted the Register because Customer Support was taking too long and we had people waiting in line. It did fix the stuck in Offline issue and the offline transactions were still there actually. 

But maybe they were not erased because we also use our old Square stand with app and iPad at the same location (Register for contactless ordering in store and the Stand for Online Orders) and those two are synced. But that is just my theory and I still will contact support to find a more permanent solution to not risk loosing transactions.    

[AshleyK]

@SweetScience yes! You can power on/off the register, just don't do a factory reset. Transactions are saved in the software. Power on/off doesn't affect that software, but factory reset erases current software and re-installs a fresh copy.

[SweetScience]

@AshleyK Ah, yes that makes sense! I meant restart, not reset. Thanks Ashley.

[SweetScience]

Same here, it‘s super disappointing as we never had trouble like this with our regular square stand, and now, having invested a lot more into the Square Register we are facing the most basic first generation issues.

[bbrier3]

The last post on this topic was in July 2020. We continue to experience the same problems:

• Register goes into Offline Mode when the WiFi service is working fine for another adjacent device 
• Offline Mode condition occasionally requiring a power cycle to clear.

We would like to know why this hasn't been rectified in the 6 months since this thread was first posted. This is a serious issue and needs to be fixed!

[JustinC]

Hey @bbrier3 did you receive a replacement? 

[Taphoto]

I have power cycled mine several times and it spends more time in offline mode than online. I have been streaming pandora on the same connection for days.. There is an issue. 

[RobynR]

Hey @Taphoto,

Welcome to the Community.

Please check out this best answer from JJOrtiz above.

If this doesn't work, please let me know. I'll look forward to your reply.

[brianSP]

I'm having the same issue and would like to know the solution. Everyday when I come in it's in offline mode and needs to restart to fix it. Frustrating.

[KC_Phil]

Having the same issue. The square register seems to go offline at times. We use a hard wired internet connection and the settings confirm that we are connected. Renewing the IP lease does not help, the only way to go back online is a re-boot (re-start) of the register.

[Kassi_]

Hey @KC_Phil - 

Welcome back to the Community. 

Do you have a strong internet or data connection to it? If these would waiver at any time, then it would trigger the "Offline Mode" to kick in. 

I will keep an eye out for your reply👀.  

[OliveOyl]

We had 3 offline payments. When later connected to internet only 2 went online. The 3rd is still in offline mode even tho we are connected to the internet. Frustrating!!

[SDIC]

Our square registers have been glitchy ever since we got them a few months ago.  First it was the screen turning black or white when we at our busy time.  I contacted square about it in September and they said they are aware of the issue and are working on it.  Now the latest problem is ever since the registers did an update a few days ago, they are constantly going into offline mode when our wifi is on (other devices are connected to the wifi and working fine).  We are really getting tired of these issues.  I agree with the statement above that our fees went up but the software and support is worse.  Has anyone found a solution to the offline problem?  I'm so tired of having to reset to factory settings to try to fix these issues (which usually doesn't fix them but support insists that I do it before providing additional help).  I'm seeing more businesses using Clover and wondering if it is worth the switch.

[JBSP]

I’ve been using square for about 6 months now and haven’t had any issues until a few days ago. My POS has been going in and out of offline mode throughout the day for 5 days now. I’m constantly restarting and refreshing the wifi connection but nothing is resolving the issue. This is making me really nervous about having issues with the holiday busy season coming up. None of my other devices connected to wifi have had any issues. This is super frustrating and results in unhappy customers when the problem arises. 

[Kchiao]

Same here! I’m based in San Francisco and we’ve been experiencing these same issues the past 5 days. Square support says that I’m the only one having this issue, but find it really strange now that I’m seeing all these posts. 
What in the world is going on? 
Everything was working fine up until last Thursday. I did a whole reboot unplugging my internet and hardware from the power source, and “forgetting my network” , it worked last week, but doesn’t work now. I’m wondering if the “bug” is just getting more serious now. 

[SCCUtah]

Same issue here. And started last Thursday as well.