Is it normal for my contactless + chip reader to update multiple times a day?

[infestmark]

One of my contactless readers updates itself multiple times every day and I don't know why. 

The POS app is up to date.

The reader is correctly paired via Bluetooth.

The reader is on charge so no power problems.

There's nothing about this behaviour in the support pages and I'm at my wit's end watching it tick up to 100%, disconnect, reconnect and then start updating again multiple times.

Sometimes it finishes and I can make a card transaction, but mostly people are just opting for cash and its just embarrassing. 

If its faulty, how do get support for Square to supply a replacement?

Help, this is driving me nuts. 

Thank you

[tranguyen]

Sorry to hear you're running into this @infestmark! Usually with these kinds of issues, the troubleshooting steps below will help:

1. Make sure you are using a compatible device 
2. Make sure the Square Point of Sale app and the iOS or operating software is up to date
3. Forget the reader from the device's Bluetooth setting
4. Turn the Bluetooth off and back on
5. If you’re using an iPhone or iPad on iOS 13, make sure Bluetooth permissions for the Square app are enabled. To do so, head to Settings > Privacy > Bluetooth > Enable permissions for the Square app. You can also check to make sure that Square is enabled under Settings > Privacy > Local Network
6. Turn the device off and back on
7. Hard reset of reader -- hold button for around 20 seconds, wait for lights to turn orange, then red, then release the button when all the lights have stop flashing
8. Go back into the Square Point of Sale app > Settings > Hardware Card readers > Connect a reader and follow the prompt
9. Before using, leave the reader connected for about 20 minutes so it can complete any firmware update necessary.

If you have run through these steps and are still experiencing an issue with the reader, you can claim a replacement via the Square Shop. 

[infestmark]

I've tried the above reset / reconnect procedure, thank you. Unfortunately it doesn't make any difference.

I've also tried to connect the always-updating card reader to an Android phone that I know works fine with another card reader. Still no joy. 

After a very slow initial connection, it gave me the error message as follows:

"Card reader unavailable: secure session denial" 

...do you think this reader is definitely worth claiming a replacement for?

Thanks again 

[Breffni]

Just stepping in for Tra here @infestmark. 

Thanks for testing the Reader out on another device. If you can check that both devices are listed on our compatibility page as supported devices and you are still getting the error message after following all of the troubleshooting steps, then it definitely seems there error is with the Reader itself.

It would be best to file for a replacement so you can get back up and running as soon as possible.  

[infestmark]

I ordered a replacement but now the old unit is seemingly working again, typical. 

I think the problem may have been that the first android phone was in developer mode and that was causing an insecure connection.

After connecting the card reader to the second android phone and leaving it for literally a day running update after update, it has now stopped and behaves itself.

I've turned off the developer mode on the first phone and now I have two phones and two working card readers (plus a warranty replacement card reader in a box). 

So now my only remaining dilemma is whether I should return the warranty replacement card reader, or just keep it as a spare and let the deposit payment get taken after the time expires.

Is it OK to do that or should i return the reader? I don't want to cause any trouble.

Thanks for your advice 

[Emma_]

Hi @infestmark, thank you for your post. You can keep all three readers if you wish to and agree to pay for the warranty reader. This won't affect your account status or your ability to take card payments. When you switch readers, please remember to disconnect the reader from the previous device.