Square terminal remains offline even when connected to our mobile hotspot

I have a square terminal that we use with a mobile hotspot, and have been doing successfully for some time. Yesterday, I connected the terminal to the hotspot, and it consistently read "offline" even though the wi-fi was toggled on and the hotspot had a check mark beside it and said "connected." This is exactly the same equipment we've been using without any difficulty.  We've had nightmarish issues with the new two-factor identification (four devices, three cities and the phone connected to the account isn't in any one of those), but I think I finally got that turned off. The terminal did update twice yesterday and once today. I will take any and all help. 

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Square Champion

Hello @saramarie !

 

Hmmm.... that's an odd one, especially if the wifi is saying it's connected to your hotspot.

 

Recently I had something kind of similar happen where it connected to my store's wifi but came up with an "Unsecured Network" error and wouldn't connect. Very strange since it connected just fine to the same network the day before.

 

Having all those updates hit that fast on your terminal probably borked something. I recommend a factory reset on it. You won't lose any data or sales history, but you will have to reconfigure printers once it's back up.

 

On your terminal: More -> Settings -> General -> About Terminal -> Factory Reset. Then yes a bunch of times to confirm that you do want to do it.

 

Once it's back up, log back in and see if it'll connect to your hotspot. Hopefully it does. If not, let us know here and we will see what else we can figure out.

 

Ryan Wanner
Golden Pine Coffee Roasters
Colorado Springs, CO, USA

Square Champion: I know stuff.
Beta Tester: I break stuff.
he/him/hey you/coffee guy/whatever.

Happy Selling!
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Square Community Moderator

Hi @saramarie,

 

Thank you for reaching out. I am sorry to hear you keep having issues with your Square Terminal staying connected, I know that can be really frustrating. I would like to get some more information. 

 

1) Have you tried factory resetting the Terminal? More information on how to reset the Square Terminal here

 

2) What is the wifi speed when you are connected to your hotspot? You can use speedtest.net or any other site on google to get that information. We do need the upload and download speed. 

MayaP
Square Community Moderator
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