Card reader issue

[Riverside01]

Hi. I'm using an ipad 6 along with a  square stand with reader connected, auto cash drawer and also a star TSP100 printer connected by USB hub.

When we first open the app it all works fine however after a few minutes the cash drawer won't open on a cash transaction and the printer fails to print a receipt.

If I close the app down and reopen it it works fine again however this is a pain doing it for every transaction.

I habe noticed when its playing up when I go into settings my card reader is listed twice in the hardware section. When it is behaving its only listed once.

Anyone had this issue before?

[Breffni]

Hi @Riverside01, thanks for flagging this.

Have you always used the 6th generation iPad with the Square Stand or is it a recent set up? I had a look at our compatibility page and the 6th generation doesn't seem to be listed as compatible with the Stand. 

I'll leave a few troubleshooting steps for both the Reader and the printer/cash drawer here while I wait for your response. 

Make sure that both your mobile device (iOS) and Square app are up to date

To reset the Square Reader: Open Square Point of Sale App:

1) Settings > Hardware > Card Readers > forget all card readers

2. Force-quit Square Point of Sale App

3. Open iPad settings

4. Navigate to Bluetooth

5. Forget all Square Readers

6. Hold the button on the reader until the lights flash red

7. Reboot the Device

8. Re-launch Square Point of Sale app, wait 1-2 minutes, and re-pair the reader (more > settings > hardware > card readers) 

Make sure bluetooth is toggled off for any device that has connected to the reader in the past.

If after updating all your software & reconnecting your Square Reader, the Star TSP100 is still disconnecting, I would suggest deleting the printer station and creating it again. 

Please let me know how you get on. 

[Riverside01]

Hi. Thanks for your reply. We have done the above a few times and still the same. 

Yes this ipad has been used for 18 months with no issues and just recently started.

Thanks

[Emma_]

Hi @Riverside01, it looks like the iPad 6th generation is not on our list of compatible devices as mentioned by @Breffni, which is likely why you are seeing unstable connection to your cash drawer.

There's a wide variety of iOS devices on the market, and we strive to support them all. In some cases, however, the device may meet all the requirements for compatibility but still not communicate properly with the Square hardware, third party hardware or the Square apps.

To help you figure out exactly what devices you can use, check out our compatibility page to see the iOS devices that we can guarantee will work.