Square stand (2nd Gen) disconnects if I leave app after latest update

[StuartC]

Square stand disconnects if I leave app and then return to Square app. The only way to get it to re connect is to restart square stand in app. When I hit the restart app button there is a message saying "disconnecting stand". It then is connected again ( seems the message should say connecting...). Tried restarting ipad -that had no effect, tried unplugging everything and that didnt work either. This started with the latest update.

[MayaP]

Hi @StuartC,

I am really sorry to hear you are having trouble with your Square Stand. I know how frustrating it must be to keep rebooting just to get things working, and that definitely should not be happening.

I would love to get this escalated so our team can take a closer look and help get things back on track. To do that, I will need a few details from you:

1. To confirm you are using the Square Point of Sale app (The black and white app). What version is your Square app on

2. What iOS version is your iPad running

3. Have you tried deleting and reinstalling the app

4. What does your network setup look like

5. When did the issue first start happening, roughly

6. If you are able to, a video of the issue would really help. If you are having trouble uploading it here, try signing out and back into the community. That usually does the trick

7. Can you provide the serial number for the Square Stand

I will keep an eye out for your reply. Be sure to tag me so I do not miss it. Looking forward to helping you get this sorted out.

[StuartC · Accepted solution]

Hi Maya,

We use the Square for Retail App. I think the problem has been resolved via the latest update. We we were using latest Square for retail app with ipad ( ipad air 2 with latest ios) in 2nd gen stand. When opening the app the stand yellow bar would flash across the top but never connect (everything else did ( scanner, printer, etc). If i then left the app and came right back the stand would then connect. Latest update seems to have fixed issue (I hope). I'll let you know if the issue returns. Thanks for responding about this, it was super frustrating.

Regards,

Stuart

[MayaP]

I'm glad to hear this has been resolved! Thank you for the update. 

I hope you have a great rest of your week! ❤️

@StuartC 

[StuartC]

Think I spoke too soon. Need to restart Square stand first thing in the morning. Yellow bar stays on top of window but doesn't connect. Have to start stand via software.

Stuart