Connection Error. Unable to connect to the Internet

[YungMoose]

I am not a Square customer, but I work as a systems admin for a local ISP. One of my customers uses Square, and consistently gets this error: Connection Error. Unable to connect to the Internet

Sometimes the button beneath will retry the payment, other times it will cancel the payment. Sometimes the error is "Payment Failed"

I have done the following:

Made sure the Ipad has line of site to the router, it's only 10 feet away.

Connected the device with both 2.4 and 5G wifi.

Made sure the firmware is updated on my wireless router.

Set the DHCP lease to 24 hours

Ran a 24 hour ping test. We had full connectivity the router the whole time and never lost connection.

When the payment fails, they have to change to a hotspot on one of the employee phones. As far as I know, they have no connection problems using a Verizon hotspot.

I am trying to determine if this is an IP lease problem or a frame size problem.

Ideas?

[ashc]

Hey @YungMoose,

It'd be helpful if we knew more about what devices in particular they have aside from the iPad.

Do you happen to know which reader in particular is being used? Or if it's the Square Stand?

We'll keep an eye out for your reply. 

[YungMoose]

It is the square Stand

[ashc · Accepted solution]

@YungMoose Hmm I would recommend going over these troubleshooting steps to see if they help from our Support Center. 

It sounds like it's an issue with the actual internet to me even though all that testing came back that way. Sometimes I've seen intermittent problems like that with certain providers.

Unfortunately there's not a lot further to advise from these steps above. It's possible the iPad may need troubleshooting/an update too?

[YungMoose]

I'm 99% sure is the wifi between the stand and the router. I have heard rumors that some routers and some Apple products just don't get along, so I'm going to switch the router out for  Mikrotik. Also, what is the current version of iOS that should be on the stand?

[ashc]

@YungMoose

I believe it's 13.6. 1. which is the latest iOS update for iPads!

[YungMoose]

Shanks! I'll let you know how it goes.

[Sidetracksgifts]

Hello! Did you ever find a solution? I am having the same problem with my Square stand. I am constantly getting a connection error and I have been through all the trouble shooting Square has suggested. The square stand is three years old and the Ipad is a 5th generation. Not sure if the stand and ipad is just getting old? 

[Laurie_]

Hi @Sidetracksgifts, just jumping in here after seeing your post!

In terms of network troubleshooting, have you tried to connect the Square Stand to your mobile data to test if this connection is more stable? This will help us to identify whether the issue lies with your internet provider.

Let us know how you go here!