Square App frequently drops connection to all-in-one Star mPop Cash Drawer/Printer

[Flopbot]

Greetings,

We use the Square App (version 6.48) on an iPad (9th generation running 17.5.1) with a Star mPop all-in-one cash drawer/printer (POP WHT US, model A006).  Recently, we've had problems with the cash drawer loosing bluetooth connection to the Square App.

In the past, it happened sporadically (1-2 times a year), now it's happening 1-2 times a week)!

It connects to the iPad just fine...

But, it regularly looses connection with Square...

When working properly, Square would look like this...

Note the missing Reader | Printer | My devices in the upper right-hand corner.

Once connected, it appears to work well till the end of the day, even when the iPad goes to sleep.  Then, after the iPad has left the building, I find that it isn't connecting the next morning.

Troubleshooting Steps I've Done:

1. I updated the cash drawer's firmware from 2.1 to 5.0 using the Star Quick Setup Utility app.
2. I reset the cash drawer using this process:  https://www.youtube.com/watch?v=FKzdLerAv4A
3. The Square ap is up-to-date with version 6.48.

Please, can anyone help?  I can't take payments when it occurs and we only have one checkout!!

[Candlestore · Accepted solution]

@Flopbot ;

For Bluetooth devices it is recommended that the item (Mpos) is setup throught the Square App and Not the Ipad find Bluetooth Device.  So forget the Printer on the Ios and then Forget it in Square.  On the Ipad tap More Bottom Right corner, Settings, Hardware, Then in the Right side select Printers.  Then Connect a Printer.  Select a Printer and Connect to Bluetooth.  If Your Mpos is not shown this could be because it is trying to connect to another device by Bluetooth.  The Printer can only be connected to one device at a time by bluetooth.  The other thing you may want to look into is Printer Profiles.  Link to Printer Profiles :  8245-set-up-printer-profiles. 

This had me messed up at first when Square released Printer Profiles.  My printers were doing weird things.  I setup the profile as instructed and then I was fine. I am not sure if your using Printer Profiles or not but I do.  I use the Star Receipt Printer, USB-Bluetooth-Network version and a sepperate cash Drawer.

With all the bluetooth devices, scanners, readers head phones....etc I try to use wired connections over the wireless types.

[Flopbot]

@Candlestore ,

Thank you!  That worked.  I'm not 100% sure how it worked or if I could recreate it again, but it worked!  I'll have to wait and see if it looses connection next Friday.  Thank you!

[Candlestore]

@Flopbot ;

Glad that worked only thing I can think of is even though its the same Device (Ipad) the ipad connected to X item via Bluetooth will not connect to Square.  If Square connected then Ipad will not connect.  So probably when you leave come back with Ipad, the Ipad connects but not Square.  Then you set it up with Square and it connects till you leave.  This is why its important to Forget the device in the Ipad Settings.   That is my thinking anyway.   I am just glad it worked for you.