Solved: Square keeps disconnecting

Lopez0718

We recently purchased a new contact less square reader (second generation) after having trouble with our previous one (first generation) it keeps disconnecting after a few minutes of not been in use. It also takes longer and longer to connect it back again up to 5min. This problem started happening after we updated our app about 3 months ago.

Any ideas how to fix it?

Sineaid

Thanks for reaching out about this @Lopez0718, and welcome to the community!

I just wanted to add a little to what @JK_Fiber_Art had mentioned.

The 2nd Generation Square Reader has a built-in Stay Connected feature that aims to maintain connectivity, improve reliability, help save battery and eliminate the need to press the power button to re-pair the reader after a period of inactivity. So, from what you’re describing, it does sound like we would need to go back to basics on the troubleshooting to try to determine the cause and resolve the issue.

Could you run through the troubleshooting steps here, and if the issue persists, try uninstalling and reinstalling the Square app?

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JK_Fiber_Art

Hello Lopez0718,

Unfortunately the volunteer Community Members are not the same as Tech or Customer Support, there is quite a bit hands on experience with Square's Apps and Hardware. In order possibly provide some thoughts, we need some more info. Are talking Bluetooth or USB Connection with Stand, type of device (Apple or Android) and which App? Does your device have the latest operating system version? And are you using the latest Square App? Also, do you have any other Apps open on your device while you are using it? I'm guessing if you contacted Tech Support, they would ask similar questions so at least you'll be prepared if no one here has any thoughts.

Sineaid

Thanks for reaching out about this @Lopez0718, and welcome to the community!

I just wanted to add a little to what @JK_Fiber_Art had mentioned.

The 2nd Generation Square Reader has a built-in Stay Connected feature that aims to maintain connectivity, improve reliability, help save battery and eliminate the need to press the power button to re-pair the reader after a period of inactivity. So, from what you’re describing, it does sound like we would need to go back to basics on the troubleshooting to try to determine the cause and resolve the issue.

Could you run through the troubleshooting steps here, and if the issue persists, try uninstalling and reinstalling the Square app?