thread Re: USB Connectivity issues in Archived Discussions (Read Only)

USB Connectivity issues

AG — Tue, 05 Apr 2016 20:41:58 GMT

I am having issues with printer USB connectivity. iPad recognizes square stand and the square stand also charged the iPad. But the USB hub will no longer charge chip reader nor will the printer's green light turn on. I also just updated my iPad to iOS 9.3.1

Re: USB Connectivity issues

epictattoo — Wed, 13 Apr 2016 14:01:44 GMT

I just purchased a Square Stand yesterday and am new to this, but am having a similar issue. My Stand (for ipad Air) will charge my ipad and the ipad recognizes the stand, but the Register app won't recognize that the stand is connected and it won't read cards. Trying to decide whether to return it immediately. Is it defective or am I doing something wrong?

Re: USB Connectivity issues

George — Thu, 14 Apr 2016 17:50:44 GMT

[UPDATE]

Turns out there may be a larger issue here. We've been hearing similar things from other sellers.

Our team is digging into the issue now. I'll post updates on this thread as we have them.

Let's go through some troubleshooting steps. if none of these work, then you'll need to submit a warranty claim (https://squareup.com/help/us/en/article/5148)

@AG, often there are a few simple fixes to make sure the accessories hub performs as intended:

- First, make sure the Stand is plugged firmly into the accessories hub and the hub is plugged into a power adaptor (which should be plugged into a three-pronged outlet)

- Then make sure your printer is on our list of supported hardware (unsupported devices often aren't recognized by the Square app)

- Check the USB connections of your hardware (unplug the devices and plug them back in)

Those are the first steps, but this article has the complete list, including a video that walks you through ensuring your receipt printer and Stand are properly connected: https://squareup.com/help/us/en/article/5112-square-stand-troubleshooting

For issues with the contactless and chip card reader—does the reader work with your phone but not just with your Stand?—check out this article: https://squareup.com/help/us/en/article/5673-square-contactless-and-chip-card-reader-troubleshooting

@epictattoo, you may need to force quit the Square app and then re-open it. Or uninstall the app from your iPad and then reinstall it. That can often reset the connection so Register is recognized. This article has more troubleshooting steps that should cover most issues: https://squareup.com/help/us/en/article/5112-square-stand-troubleshooting

Hope these tips help!

Re: USB Connectivity issues

Lafuentecafe — Thu, 21 Apr 2016 15:09:40 GMT

Has this issue been resolved? I am still having issues with my app registering the stand which was working fine before but suddenly one day it stopped responding. It charges the iPad Air 2 and the iPad registers the stand in the (About) section but the actual square register does not connect with it. I ordered a replacement stand because I am losing business with this inconvenience.

please help.

Re: USB Connectivity issues

George — Thu, 21 Apr 2016 17:12:18 GMT

Yes, this issue is still outstanding, @AG and @Lafuentecafe. This is an issue with iOS and we're working with Apple to solve it. Thanks for checking in.

The issue is fixed with iOS 9.3.2 (which is in public beta, though we don't know when it will be widely released). You can either wait until 9.3.2 is widely available or install the public beta from http://beta.apple.com

Square Stand hub

Joecrepemaker — Sat, 23 Apr 2016 18:34:21 GMT

Help....... Hub seems to have failed, Square register no longer is recognizing my printer, cash dra

Re: Square Stand hub

JNBrowns1010 — Sat, 11 Jun 2016 16:56:04 GMT

[Disregard]

Re: USB Connectivity issues

mlgaspar — Sat, 02 Jul 2016 21:21:18 GMT

George,

I have this update and my stand never connects everything on the first try. Well 1/5 maybe. You always to leave the register app and go back it for it to recognize everything. A bit of a hassle. I have done all the checks and are waiting for a solution.

Thanks,

Mike

Re: USB Connectivity issues

EJ_ — Tue, 05 Jul 2016 18:09:22 GMT

@migaspar Check out these troubleshooting steps here.

Let us know if this helps!

Re: USB Connectivity issues

PD507 — Tue, 13 Sep 2016 13:56:29 GMT

We had similar issue. I'm not sure if the Square hub provides power to attached USB devices or just networking. I updated iPad software and Square app. I did cold boot for iPad and Square dock / stand hub. Square CS told me hub provided power to stand but not other devices. Contact reader battery was dead, so I connected to Apple power head and direct to elect outlet. Once charged, connected to app via Bluetooth which worked then disconnected next day. Today I'm plugging charged chip reader in dock back to hub via USB. For now ok, but will check on battery later.

Re: USB Connectivity issues

ryan1 — Mon, 06 Feb 2017 14:57:14 GMT

The problem is the 3port usb hub. On one stand I onlyy have 1 of the 3 ports that works at all. On another stand I have to disconnect and then reconnect the usb's to the printer and scanner. Square wont just send you a new cable, you have to file a warrenty claim and wait 5 to 7 business days to get a new stand. This is extremely poor customer service as I have 2 locations that have non functioning equipment. For the love, just send me replacement chords so I can have my business up and running. This service issue has me reconsidering square as my point of sale.

Re: USB Connectivity issues

EJ_ — Thu, 09 Feb 2017 18:50:46 GMT

@ryan1 Thanks for the feedback and I'm sorry to hear you're going through so much trouble! One of the reasons we don't replace the cords alone is because often times the cord trouble is caused by a larger problem with the Square Stand itself.

Troubleshooting resolves the most common issues (Square Stand USB Attachment Issues) however if these tips don't help, we recommend replacing the entire unit with a Square Stand Warranty Claim rather than purchasing a single USB Hub. When you place a warranty claim, we'll send you out a brand new replacement Square Stand with new USB Hubs.

If you prefer to only replace the USB Hub, you can purchase a replacement from our online shop: Square Stand Accessories Kit

Re: USB Connectivity issues

SCRAP — Thu, 15 Jun 2017 16:42:17 GMT

We are out of warranty. Everything (Stand, STAR usb printer, contactless reader) were working fine on Saturday. Today, the printer lights blink alternatively, and neither the printer nor the reader are recognized. The stand is recognized.

I have unplugged everything from USB and power and pluged it back in. i tried using different plugs on the stand USB adapter. I have also rebooted our iPad and restarted the square app. BTW, the small reader (for use with phones) works fine. But no luck with the printer or contactless reader.

Now what? This is very frustrating and makes doing business much more difficult.

thanks.

[Personal information redacted]

SCRAP (san francisco)

Re: USB Connectivity issues

Chad — Thu, 15 Jun 2017 17:16:11 GMT

Hello @SCRAP!

I'm sorry I didn't see your post earlier, but I can still help! For starters I recommend deleting and reinstalling the Point of Sale app; as long as you have not taken any payments in offline mode. This should clear any cached data.

We have a great Support Center article titled Square Contactless and Chip Card Reader Troubleshooting. The steps in this article will help you get your reader up and running.

As far as the printer goes I haven't heard of the printer's lights blinking alternatively. I would expect Star Micronics to have some troubleshooting steps to alleviate this. Try reaching out to their Support Team!

If you're still having trouble please let me know! I will keep an eye out for your reply.

Re: USB Connectivity issues

MADBros — Sat, 07 Apr 2018 02:34:21 GMT

I am glad to see I am not the only one having an issue. I have to keep unplugging my devices and re plugging them in for my system to accept it. Other wise drawere will not open, scanner will not read, and printer will not print. This happened one other time when an update happened and it wwas resolved. So hopefully it is fixed soon because this i a business drag.

Re: USB Connectivity issues

katieand — Mon, 09 Apr 2018 20:24:00 GMT

Hi @MADBros - Sorry about the problems you're experiencing. Can you share what type of devices you're using? Are you on the latest version of POS? This will help us find you the correct troubleshooting info.

Re: USB Connectivity issues

MADBros — Mon, 09 Apr 2018 20:40:53 GMT

I am running the latest version of Square. I have square stand with an ipad air. The stand has a drawer, scanner, and printer. I will look up model' of those and post.

Re: USB Connectivity issues

Chad — Wed, 11 Apr 2018 01:20:56 GMT

Sounds good @MADBros! I'm willing to help out as well and I'll keep an eye out for your reply!

Re: USB Connectivity issues

jthead — Mon, 20 Aug 2018 21:13:23 GMT

Chad,

I am having simular issues, I just upgraded from iOS 10 to iOS 11.4. My square stand / USB Hub say they are connected, but it seems no data / power are going through. I have a cash drawer, and printer that are not working with the square stand (Not even powering on). But if I hook the printer up to my computer it will light up and start the power up procedures.

Re: USB Connectivity issues

Tom — Wed, 22 Aug 2018 23:26:17 GMT

Sorry to hear that you've been encountering trouble with this as well, @jthead. There were some issues with Stand and iOS 11.4. The latest update to iOS 11.4.1 solved the connection issues—can you double check and make sure that you've updated to iOS 11.4.1? Hope this helps clear things up. If you're still encountering any issues after that, feel free to reply here or get in touch with our Customer Success team—they'll take a deeper dive into your settings.