Recently, Square Reader disconnects from Samsung Galaxy Tab A8

[jgorman0]

About two weeks ago our Contactless Chip reader began disconnecting from our tablet after less than 10 minutes of connection time. Everything has worked fine prior to this time. The message says Reader Failed to Connect. I don't have permission to upload the Screen Shot

I have worked with Square Support but none of their suggestions fixed the issue. I was told to upgrade to the Ver 2 Reader which we did, but we are still facing the same issue.

Anyone aware of a recent change to Android or Square that would cause this issue? Thank you.

[MayaP]

Hey @Yumasnow @jgorman0,

I appreciate you guys reaching out and sharing your experience. I escalated this to our support team to investigate this further. I will keep you guys updated! 

[jgorman0]

My Reader is a first generation #1284. Square App Ver 6.49.1. Here is the error message. Thank you for your assistance.

[MayaP]

Can you also confirm the serial number of the device? @jgorman0 

[jgorman0]

My Reader is a first generation #1284

[MayaP]

I need that 12 digital serial number on the back of the reader @jgorman0 @Yumasnow. I can't see it in the picture you provided @Yumasnow. 

[Yumasnow]

403ls22204002567

[jgorman0]

134LS14605001284

[MayaP]

A ticket is being filed. I will keep you guys updated @jgorman0 @Yumasnow! 

[Yumasnow]

Now I'm starting to have issues with my phone. This is so frustrating so on my phone in order to get the readers to connect I had to click on settings and then hardware as soon as I click hardware it connects and I have to do this with almost every purchase

[MayaP]

I am sorry @Yumasnow, that should not be happening. 

Our team is still investigating. Just curious what is your network setup? Do you use a hotspot? 

[SilverStarArt]

Same with 1st Gen and 2nd Gen on Samsung Tab 7a and Tab 9+. Seems okay on Samsung Galaxy 24 phone, though.

[jgorman0]

Not sure how we buy a new Tablet if the list of compatible devices is not current.

[deboraham12]

I am now having this issue and my iPad is 2 years old. 

[MayaP]

Hello @deboraham12,

I understand how frustrating connection issues can be. Please try the troubleshooting steps provided, and if the problem persists, reach out to our Support Team so we can investigate further. Ensuring your reader works smoothly is our top priority. If you need any additional help, we're here for you!

[Candlestore]

@deboraham12 ;

When your Reader disconnects, are the reader and your Ipad plugged in?  If they are not one of the devices might be going to sleep and causing it to disconnect from the other.  My curruent Ipad I am using is 9 yrs old and I keep it and the reader plugged in and do not have the issue of the reader disconnecting.  Try this and see if it helps.

[deboraham12]

Thank you for your response . I do have both plugged in at all times.

[SilverStarArt]

Same here on Samsung Tab 7a and Tab 9+.
All the resets. All the reboots. Even returned the 2nd Gen reader under warranty and the replacement fails the same. 

[jgorman0]

Sorry for the late response. I walked away from the issue for a while. I just downloaded an update for Square so I will see if that helps. I have both generations (bought the new one based on a recommendation from Support). Same issue on both devices.

[Yumasnow]

After an hour talking to support center today they told me go buy a new tablet

[SilverStarArt]

I DID buy a new tablet! Same problem!

[Yumasnow]

Which tablet did you buy so I know not to get that one we are currently looking at the Apple Air M2 cost more than what I want to spend but I don't want to spend $1,000 for a tablet