Square Stand Disconnects

[JW4624]

We recently purchased a brand-new iPad and Square Stand for that iPad. The Square Stand constantly disconnects and has to be restarted to take payments causing a lot of issues for our servers. At times, you cannot even restart the stand through the Square app but have to physically remove the iPad which is difficult because there's no easy way to pull it back out and reinstall it.

This is only one of the issues we have with the Square Stand but the most important to get resolved at the moment. Any help would be appreciated from the user community who seem to know more about the product than the support staff themselves. Thank you

[ryanwanner]

Hello @JW4624 

First thing I would check is that you are running the latest and greatest versions of both the Square software and iOS. One time I had this happen is because my app was updated but I was behind a couple revisions on iOS. Something changed in the code between revisions that caused the stand to forget itself.

Does the tablet stay charging when the stand is disconnected? If not, can you try a replacement USB-C cord to the stand? If that stops the problem, you can possibly get a new charging block sent via warranty.

After that, if you have another tablet you can use in the stand for testing purposes, I recommend trying that. If the stand still disconnects, then I'd call back into support and ask for a warranty replacement. It doesn't happen that often, but you may have gotten a dud.

[JW4624]

Done all of that and supporting isn’t helping. They won’t even respond to my emails anymore. 

[ryanwanner]

Hmm. That’s not good @JW4624   

I’d like to get some of the mods here involved then. They may have some more insight. 
@JJ_ , @Summer2024 , @_Violet  and others: any thoughts?

[Summer2024]

Hi, @JW4624 ! Thanks @ryanwanner for the tag here. 

Here's a comprehensive troubleshooting guide for the Square Stand disconnection issues:

1. Hardware Check First:

   • Check all cable connections are secure
   • Ensure the USB hub (if using one) is properly connected
   • Verify power adapter is the original Square power supply
   • Look for any bent pins in the Lightning connector

2. iPad Settings:

   • Turn off iPad auto-lock (Settings > Display & Brightness)
   • Disable automatic updates
   • Check iOS version is compatible with your Square Stand
   • Ensure Background App Refresh is enabled for Square
   • Turn off power saving features

3. Connection Stability:

   • Clean the Lightning port on both iPad and Stand
   • Check for debris in connections
   • Try different power outlets
   • Use a surge protector

4. Software Solutions:

   • Force close the Square app
   • Clear Square app cache
   • Uninstall and reinstall Square app
   • Reset iPad network settings

5. Physical Installation Tips:

   • When removing iPad:
     • Use even pressure from both sides
     • Pull straight out, not at an angle
     • Consider marking optimal position for easy reinstallation
   • When installing:
     • Clean both surfaces
     • Align carefully before pressing in
     • Apply even pressure

Let me know if you have tried all of these!

[TCSlaguna]

I remember with the original Square stand when I used a power conditioning power surge protector it would connect/reconnect all the time. 
From then on I connected it directly to the wall or to the cheapest power strip I could find. 

I haven’t played with the new Square Stand yet. We are getting one at the end of the month. My hope is this is not a similar issue. 

[JW4624]

Wishing you the best of luck because my situation is a nightmare with Square Support.