Customer Display app no longer working (iOS 14.3)

[NourishSF]

I have the latest Square stand running iOS 14.3 on an iPad, 8th generation. I also have an iPad Mini, also running iOS 14.3 that has the Square app, and I use that one for my customer display. It was working fine until a couple of days ago.

Now, when I try connect the display to the iPad in the Square stand, it doesn't work. The app never finds it. I've tried turning bluetooth off on the Customer Display iPad only, and I have uninstalled and reinstalled the apps twice on both iPads. Both iPads are on the same WiFi network.

Is anyone else having trouble connecting their customer display app? I called Support today and he just said to make sure that both are running the same iOS, which they are. In our city, this kind of display is required by law so customers can see what you're ringing up. So I really need to get this working again. Grateful for any help.

[nika]

Hey @NourishSF- Are you still running into this issue? I haven't heard of anyone having trouble with the customer display while running 14.3. 

[NourishSF]

Yes still having the issue. Tried all manner of configurations today but still not working. 

[JustinC]

When you reached out to Support, what did they do to troubleshoot and what was the result? Did they confirm that the customer display permission is enabled on the back-end of your account? 

@NourishSF

[NourishSF]

When I spoke to support they had two pieces of advice:

- Make sure both iPads are on the same OS [Yes, they are, iOS 14.3]

- Try turning bluetooth off on the customer display ipad [I did that, no luck]

What's strange is that it's worked fine for as long as I can remember - I never had to ask for permission to be enabled. But now it is not working at BOTH of my locations. Very frustrating.

[JustinC]

Okay, strange they didn't help you along the way and ensure your issue was fixed before you left the call. 

Yes, a while ago, no permission was needed to use a the iOS customer display feature, but now it's a requirement. Reach out again to ensure it's enabled on a master level. If it's still not working, the advocate will create a ticket for the Product Team to look. 

@NourishSF

[NourishSF]

Thanks, Justin. I confirmed with Square Support via phone that we have permission for the display app (the rep even tried resetting it), but no luck. Still not connecting between the two iPads. They are creating a ticket for engineering. Fingers crossed. 

[JustinC]

@NourishSF 

Ah man. Well I hope it gets resolved. Feel free to let us know how it goes in case another seller runs into the same problem.