Socket Mobile S700scan gun drops if I leave Square for Retail app

[StuartC]

Square stand 2nd Gen, Ipad Air 2 IOS 18.5 running Square for Retail drops bluetooth Socket Mobile S700 if I leave Square app. Have restarted ipad, restarted Square for Retail app, and if I leave app to go to any different app the scanner loses connection. Square help line has been of no help. They told me to use the regular (black) app instad of the Square for Retail. I would have to reset up printer, scanner, my favorites, my discounts, my fraud protection etc. The only way to get the scanner to work is to go to settings and turn off bluetooth and turn it back on. I am on a very vast wifi network. Everything was working fine until the last update 6.72w. Anyone have any idea how to get it working properly?

Stuart Cook

[#2]

Thank you everyone for bearing with me while I look into this further with our team! It looks like the most recent update did not fully resolve the underlying connection issue. Our engineering team are working to roll out a more robust fix soon. 

Once I have an update from our team on when the fix is released, I'll be sure to follow-up on this thread. 

[SLYNX]

I have the same issue and it is exactly how you described. Fortunately I am able to use IPad camera to scan my barcodes. Hope this is fixed soon!

[tranguyen]

Hey @StuartC and @SLYNX, this sound like a known issue that other sellers have reported. Our team has released a fix in the latest app update, version 6.72.2. 

When you have a moment, please check if there's any pending update for your Square app. Downloading the latest version should resolve this issue going forward.

If you have updated your Square app to version 6.72.2 and the barcode scanner is still disconnecting, please let me know in reply to this thread with the following information:

• Confirm you have run through the necessary troubleshooting steps outlined here
• The version of Square app you are using
• The device you are using (tablet model, operating software, etc.)

Once I have the information, I'll be able to re-escalate the case so our team can look into this further! 

[WindTideNC]

      We do have the updated 6.72.2 in both the Retail app and other POS app we have have the scanner issue and at this point losing business over it. What we are seeing is it will connect until you leave the app and say open google doc to type a sign or really any other app. Then when you reopen it the scanner can not be found. it requires a double tap on the home button then swipe to close the app out, after completing that you can reopen retail and it will connect to the scanner. i guess my only option now is to unistall the apps again and try to reinstall them.

[tranguyen]

Thank you for letting me know that the software update has not resolved this issue @WindTideNC ! I want to make sure our engineering team can look into this further. In order for me to escalate, can you please let me know:

• What device are you using? Is it an iPad, similar to Stuart? If it's an iPad, please check if there's any pending update for your iOS
• The version of the iOS that is on your device
• The type of barcode scanner you are using. Is it also the Socket Mobile S700 or is it a different model? 

In addition to running through the troubleshooting steps outlined here, could you try one more step for me?

Before deleting and reinstalling the Square app, please forget the scanner from the Square app itself > go to the Bluetooth setting within your iPad and forget the scanner from there too. Once you done that, try turning the Bluetooth off, delete & reinstall the app, then pair the scanner again.

I'll keep an eye out for your reply! Please share as many detail as you can for the questions above as I'll need this information before I can open a new ticket.

[StuartC]

And I did reset the scanner to factory defaults and reconnected again.

[StuartC]

Yes, the scan gun still is not connecting if I leave the Square app. I have updated to 6.72.2w with no resolution. I must mention here that I also have an issue with the Square stand 2nd gen (Firmware 400009, PTS Firmware SCRP.1.4.0.9, Model SPG1-01, PTS Version SPG1-01A) that when starting up, the Square app does not connect to the stand. If I close the app and start the app again the stand connects as it should. If I leave the Square app after that the stand connects fine but the scanner does not.

[StuartC]

Any update? If you need further info let me know

Stuart

[tranguyen]

Thank you @StuartC @SLYNX and @WindTideNC  for bearing with me while I look into this further with our team! It looks like the most recent update did not fully resolve the underlying connection issue. Our engineering team are working to roll out a more robust fix soon. 

Once I have an update from our team on when the fix is released, I'll be sure to follow-up on this thread. 

@StuartC about the Stand connection issue specifically — could you try running through these steps? They usually help resolve any connection issue. However, if the error message continues to pop up, please share a photo of what you are seeing. Make sure you include the timestamp of when the issue is happening, as this will help our team a lot when they go through the tech log. I'll keep an eye out for your reply here! 

[StuartC]

There is no error message. When initially opening the app the stand does not connect. I then close the app and open it again and the stand connects properly. I have tried all the things mentioned, nothing seems to correct the issue permanently. Every morning I star the app and have to quit the app and reopen to connect. I could leave the app open but that is not secure.

Thanks,

Stuart

[tranguyen]

Thank you everyone for bearing with me while I look into this further with our team! It looks like the most recent update did not fully resolve the underlying connection issue. Our engineering team are working to roll out a more robust fix soon. 

Once I have an update from our team on when the fix is released, I'll be sure to follow-up on this thread.