My bluetooth socket scanner keeps disconnecting from the iPad.

[lars2]

We have two retail stores with two terminals in each store. We use socket scanners connected via bluetooth. One terminal at each store is having problems where the scanner will not stay connected to the ipad. No problems with the other terminal.

Started happening two days ago and one of the stores, then yesterday at the other. It's odd because one terminal at each store has no problems.

Updated Ipads, uninstalled/reinstalled square, changed to different socket scanners, etc., but the problem continues. One terminal is fine and no problems. The other terminal having constant connection issues.  It's happening the same way at each location.

[Vapors]

Thanks Tranguyen, but still hasn't resolved it for us unfortunately. It seems to connect instantly after the update (which was promising), but has reverted back to disconnecting itself, even without the iPad going to sleep.

[HeyJuneVT]

Same for us.

[tranguyen]

Thank you for letting me know that the software update has not resolved this issue @Vapors & @HeyJuneVT! 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:

• The exact version of iOS on your iPad (if there's any pending update, please try updating and see if that help as well!)
• The exact model of your Bluetooth scanner (is it the Socket Mobile S700 or 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.

[KLar]

Still trouble here. Green square app, version 6.72.2. iPad Air is fully updated OS 18.5, square is fully updated. Did the factory reset for scanner (socket s700), scanner fully charged and shows connected to iPad, but every time the screen sleeps or I leave the square app, the scanner disconnects and I have to restart it to get it to reconnect.

[lars2]

This problem is getting far worse.  Here's comments from our staff at both of our locations.

• At Alberta we don't have any working scanners. They won't connect at all now even after the old method of restarting the scanner. We ring up items by typing in the sku/description, or using the camera function in square pos to scan the barcode (this only works for some items). The apps on both stands are up to date. 
•  
• We'd have to turn the scanner and Square app on and off constantly to get the canner to connect. On R2, the scanner was even affecting the tablet from showing the keyboard on the screen.
•  
• Both are still disconnecting from the ipads. The past few days we haven't been able to use Register 2s scanner at all, but Erik was able to get it to connect, but still disconnecting every few minutes. 

So this is getting worse. Not sure what the fix is/was but it didn't. Getting very frustrating.

Frankly, the communication with you and the Square team is really terrible. Would like to see updates and what is going on to try and fix this issue.

lars

[sdavidsontribbs]

Hello @tranguyen 

The issue has not resolved.

I have a Socket Mobile S700 scanner.

Running an iPad (9th generation), Model number MK2K3LL/A

IpadOS Version 18.5

Square version 6.72.2sw

I can confirm I've run through the troubleshooting steps again, as well as forgotten/re-paired the scanner. For now my stopgap solution is to just never let the iPad sleep or switch from the Square app, I'm lucky enough to be in a position where I don't need to use it for any other application.

[tranguyen]

Thank you for confirming this, @sdavidsontribbs!

I've opened a new ticket for you regarding this issue and will follow-up when I have an update from our team. Our team will also be reaching out via email to update you as well. 

[lars2]

The issue at our stores is not resolved either.  Ipad software and square are up to date. We use 700 series socket scanners.

Not resolved at all.

[tranguyen]

Thank you for letting me know that the new update has not resolve the issue for you, @lars2 ! I appreciate you confirming the iOS and Square app version you have, along with your barcode scanner model. 

Can you confirm if you have been able to also run through the general scanner troubleshooting steps outlined here? And if you also been able to run through the additional step outlined below? If not, try to 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, turn the Bluetooth off, delete & reinstall the app, then pair the scanner again.

[lars2]

yes. we went through these steps

[teaolivebooks]

We do that daily (hourly?) at our shop and it just keeps disconnecting.  This is so frustrating and time consuming!  A neighboring shop is experiencing the same issue.  PLEASE FIX!

[tranguyen]

I'm sorry you are experiencing this issue @teaolivebooks ! When you have a moment, can you let me know if you are using the latest Square app version (6.73)? Our team did make some changes in this version that should resolve the scanner connection issue.

If you are using the latest version of the Square app (6.73) and the issue still persis, please let me know and I can have our team look into this further. 

[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. 

[lars2]

I didn't see these last couple of responses. I take back my comments about you not responding and addressing the issue. It's very frustrating issue. Maybe square should update the program to a previous version so we can run our stores. Then they can look into this problem with the latest updates and fix that before they re release.

[tranguyen · Accepted solution]

Thank you again everyone for bearing with me. When you have a chance, please check and see if you can download the latest version of the Square app (6.73) on your device. Our engineering team has made some changes in this latest version, which should hopefully resolve the connection issue you are experiencing. 

If you have updated but are still having the same issue with the scanner, please do let me know in this thread!

[lars2]

I guess this version isn't available to everyone yet. It will be rolled out over the next few days and available to everyone by 7/12. 

We aren't able to install 6.73 yet.

lars

[lars2]

Able to download 6.73 at one of our stores. So far so good. 

[tranguyen]

Hey @lars2, just want to check in to see if you are still seeing any connection issue when using the latest app version? if you are, do let me know and I can get our team to look into this again. 

[lars2]

We've been okay. We were able to connect.

Sorry for the slow response here.

Just recently, we've had a few issues at one of our stores again.

A square representative told our manager that Square for Retail is going to be shut down and we'll need to start using the Square POS app? Is this true?

lars

[tranguyen]

Glad to hear the barcode scanner is working @lars2!

About the Square for Retail app being shut down, that is the first time I'm hearing it too. I know we recently rolled out the ability to use modes, including retail, with the Square Point of Sale. It's possible that the rep might be confused between the two. As of right now, the Square for Retail is still being supported.

Feel free to start a new thread on the Community with the issues you are seeing at your stores Lars, and we'll be happy to help look into it too! 

[lars2]

I understand the confusion now. A rep told a couple of our managers that the square for retail was being discontinued, but didn't explain that square for retail was not being discontinued. 

So yes, the rep was confused or failed to explain that square for retail would be rolled into a mode within the square pos app.

thanks for your response