Staff Badges - Sleep Mode

[KatieGlenn]

Hello, I’ve recently purchased the recently released staff member badges and have set them all up to work.

However I’m constantly facing this pop-up on my Square Stand through my iPad as shown in the image. I feel that it is counterintuitive to the whole tap your badge and proceed as opposed to putting in a four digit code.

We are constantly having to tap the button on this pop-up just so we can tap our member badges and I’m not sure why the Square Stand or the attached Square Reader is going to sleep after 5 minutes even though it’s constantly attached to power and doesn’t risk running out from constantly waiting for badge reader use.

Image of pop-up:

https://i.imgur.com/fpZUtiT.jpg

[RobynR]

Hey @KatieGlenn, That sounds like a frustrating experience. I've reached out to our Advanced Support team to check if there's a way to adjust the sleep mode for badges, as I didn’t see an option during testing.

Can you confirm whether it’s just the badge reader going to sleep, or if the iPad itself also enters sleep mode? That will help narrow down the cause and potential solutions!

[KatieGlenn]

The iPad has been set to never sleep so that staff aren’t forced to turn the iPad on and then unlock it etc.

I’ve tested the Square Stand with and without the separate card reader due to the stand having a built in card reader that works with staff badges and both badge readers always go into sleep mode within 5 minutes no matter what.

To add onto this, the card reader I have attached to my Square Register appears to do a similar thing as well but without a pop-up on the screen, it’ll reject badge scanning and expect you to put your code in to enable badge reader again after a period of inactivity. Which I also find counterintuitive to the whole tap and go system that comes with a staff badge, I want to move away from codes as much as possible unless it’s absolutely necessary (card broken etc)

[RobynR]

@KatieGlenn Thanks for the context. I've escalated this to our engineers so they can take a closer look.

Please reply with the make and model of your Square Register, Square Stand, and iPad, along with the software version you’re running.

I’ll add this information to your ticket to help speed up the investigation.

[KatieGlenn]

I'm only using two Square Stands now but the following information you requested is below:

Square Stand #1

Stand Model: SPG1-01

iPad Model: iPad Pro (2017)

Square Version: 6.66w

OS Version: 17.7

Square Stand #2

Stand Model: SPG1-02

iPad Model: iPad (2022)

Square Version: 6.66w

iOS Version: 18.3.2

[Summer2024 · Accepted solution]

Hi @KatieGlenn , taking over for Robyn here. 

Our engineers have confirmed that this is expected behavior. 

This is expected and works as intended. The reader turns off after 4 minutes as it could lead to overheating of the reader if we keep it on forever. The reader timeout is unrelated to iPad “never sleep” setting. 

I hope this provides a bit more clarity for you. If you have any other questions, please let me know. 

[KatieGlenn]

I appreciate the reply and didn't realise such an issue could occur from a small device like that with constant use.

Could I ask if this is the case if you were to just have the Square Stand waiting for badge taps or would a Square Stand also overheat if it was waiting constantly?

[Summer2024]

Same thing with the Square Stand. Everything is designed to keep it functioning and lasting as long as possible. 😃

[KatieGlenn]

Alright, thank you for the responses!