Reader unavailable - secure session denial error message

[ChristopherG]

I just updated my samsung security and now I get the message that the reader is unavailable secure session denial. I've uninstalled and reinstalled the square app multiple times. I've turned off and restarted my phone multiple times. Nothing works. Is anyone else having this problem??

[curiousgoat]

I am right now. Can't find a way to connect. Same as you. Square? Where are you?

[ChristopherG]

Still no change. Talked directly to square who told me to contact samsung, talked to samsung who told me to talk to square. I've tried multiple times what they recommend on google, you can try that. I emptied my cache. Next step is a full factory reset. I'm using an old phone for the meantime. Definitely not doingany more updates! Good luck!

[JJ_]

Hello there @ChristopherG and @couriousgoat  I would like to learn the details of this experience. 

Could both of you share the following:

Make and Model of Device

Android Version

Samsung Security Version

Square Point of Sale Version

A Screenshot of the Error

And also answer these questions:

Have you completed these steps?

Have you tried paring with a different device?

I will keep an eye on your replies. 

IMPORTANT: Please do not post any personal or private information as these forums are public.

[MSPcommunity]

I'm having the same issue connecting my tap reader to a lenovo tablet M7. Do you have any solution to this yet? My Samsung still works. 

[ChristopherG]

Hi JJ, my samsung is a galaxy s8+.

The software update was G955U1EU8DVD4/G955U10YM8DVD4/G955U1UEU8DVD4

Android version 9

Android security patch level December 1, 2020

I did all the steps suggested in the video repeatedly with no success. I downloaded the latest version of square p.o.s.

My square does work with an older model phone without that latest update!

[JJ_]

Thank you for sharing this information @ChristopherG. I have escalated this case over to our advanced support team and they will be investigating it and getting back to you.

[Ancrage]

Same problem here. I just got a newer tablet than the old, working but slow tablet.

Kingpad SA10, android 10. Installed square again (tried both versions) but the reader gives a security denial error. Bluetooth connection itself, pairing etc all works. But it refuses to work with it. What now?

Liane

[JJ_]

Hey there @Ancrage 

Please reach out to our support team so they can investigate this further for you. When you have a moment log in to your Square account and head here.

[Ancrage]

Thanks JJ, but I did. And the support employee let me go through the whole trouble shooting that I had already done before. Still no joy. She concluded it must be the reader then (that did work up to half an hour before). I had to buy a new one. And so I do, but they are temporarily unavailable... Not getting a warm feeling about this. But it is the only thing I can go with I guess.

[JJ_]

Since you mentioned the reader was working earlier and stopped working all of a sudden. Have you tried resetting it and pairing it to a different device? If you end up buying another and the issue persists please let me know so I can assist with investigating this further on my end. @Ancrage

[Ancrage]

So the new chip reader is bought, and, as I suspected, it gives the same error on that android 10 Vastking tablet. Both readers (the old one as well as the new one) work fine on all other devices.

So JJ, if you have any other ideas, yes, please.

[Arie]

Hey @tlazreq @Ancrage,

Jumping in for @JJ_ here.

It looks like the devices you're trying to pair with the reader aren't listed as compatible here. When a device isn't listed as compatible, we can't guarantee that it will pair with a Square Reader successfully. 

Usually, these devices run on a heavily modified version of the Android operating system,  which doesn't meet our minimum device security requirements to process card payments and utilize "PIN on Glass" technology to securely process physical card payments on a mobile device. Even though the device might have been able to connect previously, an update to the OS can mean that it's no longer meeting these security requirements - which is why you can still pair the Square Reader to other devices that do. 

I'm sorry I couldn't be of more help here! We're always testing new devices, and strive to support as many different phones and tablets as possible. 

[dani94]

The problem still persists. 

I've read all the comments and am having the EXACT same thing happen on my end. 

I've held down the power button for 20 seconds on the reader, like the instructions say. I've cleared my cache from Bluetooth. I've restarted my phone countless times. I've uninstalled then reinstalled the app. I let the reader charge overnight. 

But still nothing works. 

I wanted to share the screenshots I have but there's no option to do so. 

I'm kind of disappointed on how this whole system is set up. The first comment was back in early May and still no fixing - now it's the middle of July - with countless complaints of the same thing - again, no change. 

I've read through to the bottom of the comments and still, no change. I have an LG Velvet (which is compatible), but with an educated guess: the app isn't working. 

Can someone please fix this? 

Oh, and in the app store, the description reads, "We update our apps regularly to make sure they’re at 100%. This update includes minor bug fixes and performance improvements." If this is the case, please fix this error. 

[tlazreq]

i'm having the same problem! I was forced to do a squareapp ugrade and now I can't get it to work!

I tried calling square and they were not helpful... very frustrating!

[BCYeti]

I'm having the same problem!! No doubt Samsung and Tile will keep blaming the other, so neither has to fix the problem.

[BCYeti]

*Square not Tile!