Disable "Sleep mode"

[MattHebb1995]

Been a while since I posted here but basically even since a certain update either to Apple or square whenever the system sits for a few mins long enough to go back to the square passcode screen the software will glitch out. Basically you can enter you passcode fine and it will show the item screen but it will be frozen for about a minute until it puts up the screen for establishing secure connection and then that goes away and it'll work again but up until then the app is completely frozen. How can I fix this? Help....

[JJ_]

Hey @MattHebb1995

It seems that you have made sure that both your app and your mobile device itself are up-to-date. Have you tried Troubleshooting the Square App on your device? We don't have reports of this behavior affecting Apple users so this is potentially something local that we would need to help you address as much as we can.

[MattHebb1995]

Everything is up to date, been happening for a month or so now on both tablets. I kept expecting an update to come that would fix it but nothing did. It seems to disconnect from wifi every time the passcode sleep screen comes up after it's not in use for a while and then it freezes while reconnecting for a min or 2. Very odd

[_Violet]

Hi there @MattHebb1995 Alanah here, stepping in for JJ

If you'd like, you could edit your timeout settings for now until the issue with the Point of Sale app can be resolved.

Within the Square app, go to Settings > Security. Scroll down and you will see a section called "require employee passcode". Click on the blue text next to "after timeout" and then you can change this to "never".

Now regarding the issue with the app, if you're unable to resolve using the troubleshooting tips, my next suggestion would be to contact our Support Team directly so they can have our engineers take a look at this behavior if necessary.

I hope this information is helpful but please do let me know if you have any additional questions.

[MattHebb1995]

Yea I could try that for now

[MattHebb1995]

Was a fix ever found for this? I have one of the new all in one units and it works great but ever since around 6-8 months ago the tablet based stands will go in a sort of sleep mode when not in use. Code screen shows up as it should but when you put in the code it shows the correct screen after but it's frozen for a few minutes... then it goes to reconnect to devices and after that it'll work. It's no problem if you have a constant flow of people but on a sparatic day you keep having to wait for it to come back to working order. 

I really hope square didn't do this intentionally to make people upgrade to the new units as this started not long before they came out and the tablet based setup had worked perfectly for years.... I think they are a better company than that but you never know these days