Anyone else having issues with Square Register staying connected to WIFI?

[mattplw]

I have reset to factory settings and still have the issue of the Register losing connection and reconnecting. I cannot find any other information about the issue online.

[Ria]

Hi @mattplw - Welcome to The Seller Community, it's always nice to see a new face 😊

I know how frustrating it can be to experiencing some difficulty with your Register.

Happy to provide you with some troubleshooting steps, that may help you through the connectivity issue with your Register.

Wi-Fi Troubleshooting

1. Confirm Square Register is connected to Wi-Fi. ...
2. Keep in mind, you won't be able to connect your Square Register to a captive portal network. ...
3. Confirm Wi-Fi signal strength. ...
4. Switch to Ethernet. ...
5. Confirm Square Register is connected to Ethernet. ...
6. Confirm modem/router connectivity. ...
7. Switch to Wi-Fi.

More information can also be found here. 

Let me know if this helps.

As always, feel free to stop by The Community with question, concerns and even feature requests. We are more than happy to assist. ✨

[mattplw]

Hey Ria, we have had the register for about 3 years and never had issues until recently. I am able to connect, without issues, to my phone personal hotspot. I'm leaning towards it being an issue with the router, as opposed to software or hardware issue with the register. I'm not having the issue with any other device connected to the router though. We are switching services here in the next month so we will see what happens with the new router.

[Ria]

Feel free to keep us posted on your findings @mattplw - we're happy to work through this with you if you happen to determine that the issue is in fact with the Register. 

[mattplw]

Yesterday we had the new internet service put in. I installed a new router (Netgear AX1800 Wi-Fi 6 Router) and still have issues with the register staying connected to the Wi-Fi network. I have no issues with any other devices staying connected to the network. When I connect the register to the personal hotspot on my phone the register will stay connected without interruption. I have even placed my phone on top of the router and still will not lose connection. I have no idea at this point what the issue might be.

[Ria]

Hi @mattplw - Welcome to The Seller Community, it's always nice to see a new face 😊

That sounds frustrating.

Here are some troubleshooting steps that may be helping in you resolving this connectivity issue.

Confirm Square Register is connected to Wi-Fi
Toggle Wi-Fi off and on in Settings > Hardware > Network and check to make sure that you see a checkmark next to the network to which you are trying to connect. Confirm that you see the Wi-Fi status indicator on the top right corner of the status bar.

Keep in mind, you won’t be able to connect your Square Register to a captive portal network. A captive portal is a network that requires you to agree to terms or conditions to access the internet connection (these networks are common at coffee shops, airports, and other public internet access points).

Confirm Wi-Fi signal strength
Confirm that you have a strong Wi-Fi signal by checking other devices (such as phones, tablets or laptops) on your network near the location of your Square Register. The Wi-Fi status indicator in the upper right corner of the status bar should have 3-4 white bars to indicate a strong signal. Depending on the position of your router, you may need to move your Square Register closer to your router. If it does not, consider contacting your network professional.

Switch to Ethernet
If you have an Ethernet connection available, switch to Ethernet by plugging in a cable to the port on the Hub.

If this issue persists and you would like to try to exchange our Register under warranty, click here to get started. 

As always, feel free to stop by The Community with question, concerns and even feature requests. We are more than happy to assist. ✨

[localhoney]

I have the exact same issue and I also got a new internet provider but the problem persisted. have you found a solution?!

[mattplw]

I have not, I can only assume it is a security issue with the software and the router. I'm working on switching over to Shopify POS in the next week.

[JackieCardin1]

I had similar problem with 2 different Square cash register (black) in different stores.  So.  I switch to a hard wired cable ethernet and no more problems for 3 years now.

Jackie

[RobinsRoostUT]

I have the same issue, Square continues to not take accountability for their hardware having issues, I called in to get support and the support agent got frustrated and hung up. I need square to get it together, if you guys are going to sell highly expensive equipment and boast such amazing support, you need to provide the support you promise. DO NOT RESPOND TO THIS WITH WIFI TROUBLE SHOOTING TIPS, as they are not useful in the slightest.

[MayaP]

Hello @RobinsRoostUT, I hate to hear you are continuing to have issues with your Square Register staying connected. I understand this is very frustrating and needs to be resolved. I do not see any reports of this being a known issue with the register currently. I do see you have reached out to support, and we did advise the issue was your Wi-Fi speed and to contact your internet provider. I would look into that suggestion as we recommend a speed of 25 Mbps for optimal performance. In order to get this resolved you will need to work with our support team at 1-855-700-6000, squ.re/contactsqsupport.

[Spicergirls]

Has anyone found a solution to this problem? I’m trying to figure out my next move. My cell phone and computer connect to the WiFi no problem but suddenly after about 3-4 years with square it won’t connect to WiFi although it connects to my cell phone hot spot just fine:/

[Summer2024]

Hi @RobinsRoostUT - I see this is your first post in the Seller Community so I'd like to officially welcome you! 🎉👏

Just for some clarification, which Square device are you using that is having problems connecting to your internet? This information will help me decide what troubleshooting steps to recommend.

I will be on the lookout for your reply. 😊

[Spicergirls]

The square register.

[Summer2024]

Hey, @RobinsRoostUT!

Thanks for the clarification.

If you haven't yet, please check out this Support Article with the troubleshooting steps for connecting the Register to Wi-Fi. 

However, this is not expected behavior, so I would definitely contact our hardware/support team, so they can help warranty the device if necessary.

Before you do, I would suggest making sure the Register is up-to-date and that you've power cycled it. Also, please try the troubleshooting steps in the article I've linked above. 

I hope this helps! 

[PSpirits]

I've been having problems staying connected to my Wifi with my Square register. I have two terminals that I go to when the register disconnects but it's annoying and frustrating when I have a customer at the register and can't complete their transaction (especially if they need a receipt - can't print with no wifi). I've already talked to my internet provider and they had a technician come look but he was not able to find any problems on their end. Recently bought a new router and the problem is still there. All this has me concluding that the issue is with the register. What do I need to do to have my register stay connected to my wifi? I don't want to have to go to a different POS but I'm seriously thinking that direction. 

[JJ_]

Hey there @PSpirits

Looks like you have done your fair amount of troubleshooting, for this reason, I will go ahead and recommend you perform a hard reset on your Square Register. To do so, you need to first confirm that you have no pending offline payments on your Register. If you're good at that point then you would need to press and hold the power button on your Square Register until the countdown on the screen finishes. 

This will make your Square Register wipe all settings and configuration (don't worry, nothing in your account will be changed). 

Hopefully this will address your Wi-Fi issues.