Square Reader disconnecting

[hueyc]

Our Square Reader that is connected via Bluetooth to the iPad mini in the case is doing fine sometimes and other times the Reader is disconnecting from the iPad and is spinning indefinitely with the screen black and no way to get out of it. Eventually we can re-run it and it works but it is sending 2-5 duplicate authorization charges to the customer which is concerning them. 

Has anyone had this problem before with the Readers disconnecting? Have already updated the iPads and gotten new Square Readers as of today and the problem still happens sometimes. 

[JK_Fiber_Art]

Hey there Hueyc,

Please understand that the Community is not Tech Support but, there are folks here who may have some thoughts, else you consider contacting Square's Tech Support.  Here's one thought:  Too many apps open within your device, causing interruptions to service, close down unused apps.  The distance between the Bluetooth and device may be over the distance limit but, hey that's only a guess, try moving closer to your device.  Next. try restarting your device - doing so does a full reboot to clear memory cache built up.  Note, this suggestion is only a suggestion - perhaps others here have some additional thoughts......

[frances_a]

Hello @hueyc ! 

I'm sorry to hear about the issues you have experienced with your Square Reader disconnecting. 

From the description you provided, it sounds like you have a Contactless and chip Reader. I will link some troubleshooting steps for you here. 

Now, if the Reader was damaged or there was a connectivity issue, the app would show an error message, but wouldn't show a black screen and would most certainly not process payments multiple times. This makes me think the issue might not be the hardware. 

Ensuring both your devices' operating system and your app are up-to-date helps prevent issues. Uninstalling the app from your iPad, then downloading it again from the App Store will also help. 

If after completing the steps I have provided, you still run into issues, I would suggest reaching out to our support team so they can investigate further. 

Thank you!