Card reader fails to update software and throwing random android errors

[elutin]

Few weeks ago our card reader went to automatic software update which is failed and since that it takes hours and numerous number of factory reset runs to make it work for just few hours as it goes to automatic software update again and stops working.

It throwing random android application errors. Issue is raised with Square support but so far I did not heard anything back from them.

Any ideas or similar cases? Is it possible to stop card reader to do automatic software update?

[Breffni]

Hi @elutin - sorry to hear you're running into this.

That does sound strange. What are the errors you are seeing and what brand and model is your mobile device? This information will help me take a closer look and troubleshoot further, thanks. 

[elutin]

It is on Square "all-in-one" terminal and card reader, not my mobile.

Errors are different every time, sometimes android libraries are named some times very generic or technical, for example:

"Square -Retail Point Of S... keeps stopping" 

"X2 Factory Verification A keeps stopping"

or just 

"Square Terminal keeps stopping"

Sometimes factory reset works only after few attempts. When it succeeds, then terminal is working until the next day when automated update kicks in again and everything goes back to square 1 - terminal does not work again. 

[Breffni]

Thanks for clarifying @elutin. 

You can't stop the automatic updates. If you have tried factory resetting the Terminal and the issue has persisted, please contact our support team as soon as you can so that they can get the diagnostic report from the device and file a ticket for our engineers to investigate these errors. 

Apologies for this inconvenience - in the meantime You can also take payments through Square Invoices, Square Online Checkout Links, Virtual Terminal, or Manual Entry. 

Our team are available on 0800 - 098 8008, 9AM- 5PM, Mon-Fri.

[elutin]

Yeah, already did. The problem with diagnostic report is that it is clean after factory reset and it cannot be run it after failed update as terminal does not load properly and completely useless. 

Taking payment through other channels is not a viable option. Most of clients when paying by the card, would not want to have their card details entered into "other" devices. Also we cannot allow most of staff to login to our square account on their devices and have access to our computer.

We are using mindbody for our online booking system so we are using square only for "walk-in" sales. 

So, we are stuck at the moment waiting for square engineers to investigate.  

[Breffni]

Ah, I completely understand how frustrating that is @elutin and I'm sorry for this experience. 

I've located your ticket and will keep an eye on it for updates! It is being actively investigated.