my square is saying I'm offline and will not connect but my internet is working fine

[kris123]

I am beyond frustrated. I had to close my business for 3 hours while dealing with this. Square terminal is saying I am off line, however, all my other devices are connected fine without an issue. My square device connects easily to my store neighbor's internet.  I have done a factory reset, reset my internet modem (which was a RIDICULOUS request!), logged out, logged on, etc.  They even had me call my internet company which again was fine and NOT the issue.  Because they cannot figure out why my device will not connect to my internet they said they recommend I buy a new device. WORST CUSTOMER SERVICE EVER!!!!

[Candlestore]

@kris123 ;

I am not sure how you have your internet router connected or too much about the Terminal itself, so forgive me if some of these things do not work or are not available with the Terminal.

How is the Terminal connected to your WiFi?  Wirelessly I am assuming.

On the Terminal does it show a strong WiFi signal?  Most of my devices are connected through wired not wirelessly because of thick walls in an old building.

Do you have a password for your internet router?  Did you enter it correctly on the Terminal?  Easy to hit a wrong key or forget a capital.

Does the Terminal show you are connected to your Internet or WiFi router?  If it does not connect to your WiFi I would check your Routers settings.  

   I would check to see that your Router is not Blocking your Terminal from connecting to it for Internet service.  I am assuming this since You stated it connects to your Neighbors internet without a problem.  So I assume it is having difficulties connecting to your Router.  This can be because of security settings on your router.  I have mine set that new devices can not just get and IP address. Keeps customers and employees from guessing the password and getting it.  So whenever I want to connect a device, I change my routers settings to accept all (with correct password of course) and then after it does connect I set a static IP for that device so that there is no conflict.  You could have a conflict if the Terminal is set as a Static IP in the device and that IP address was already assigned on the network.  I have had this issue when setting up wireless security cameras.  The cameras Static IP from the manufacturer happened to be the same as a Printer on my network.  The camera would go on and offline and finally I figured it out that it had the same IP address as a network printer.  This is why I switched everything to static addresses.  Oh something else to check is if you need to have a password to connect or if to make it easy for you (HAHAHHA) your router is set to only connect devices by pressing the WPS button on both devices.....again not sure if terminal has one.   This issue cause me not being able to connect an old computer to a new router, till I turned the WPS off.

Another problem could be if you have or are using a VPN on your network or other similar device, for your security.  Square checks for these things to make sure your location matches for the country your in or assigned to.   

These are just some thoughts since your other devices can access the internet.  Everything is getting more and more secure to keep hackers out of our systems and then we can not even get into them easily anymore.  

[kris123]

Keith thank you for the response. It is connected as wireless. I have been using it all summer without a problem. I was gone for the week and when I came back it now says can’t connect to internet. Under settings on the device it shows my internet as a strong signal. Should I call my internet company? Is that where you are thinking the problem is? All passwords have definitely been put in correctly- triple checked.

thank you

kristin

[Candlestore]

@kris123 ;

Actually Kristin it might be because of an update from Square or the internet company is more my thinking.   Since the new information of it working before the week you went away.  

I know for awhile my android cell phone would have a Red bar across it saying no internet connection with Square.  All other apps that required internet would work fine.  Since my cell phone was still able to check sales / reports etc. This was not a problem for me but was odd.  When I would turn off WiFi and use the cell tower, the red no internet from Square disappeared and I could take a sale if I wanted to.  I wish I had more information on the terminal to give you ideas to get it working, but if your connected to you WiFi and it worked before, sounds like an update messed something up.  

Got an idea, if you have a hotspot on your cell phone or tablet, try using that instead of your stores WiFi and see if it connects then?   Since you can use your neighbors WiFi, your hotspot might work too.  

If you can connect through your cells Hotspot, I would think it is something in your router.  Who setup your internet and your WiFi?  I set my own WiFi and network up , I just have the cable company hook up the internet to a non WiFi cable Modem.  The internet company could also have updated something that is blocking you ?  I doubt this because most likely you and the neighboring business get internet from the same company.  If you do not, this could be the problem too?  

[MayaP]

You said you are using your neighbor's wifi connection right? I would suggest what Candlestore is saying. If you continue to have issues let me know! 

[MayaP]

Hello @kris123,

We are really sorry you are continuing to have issues with your Terminal, and support has not been able to help. When you reached out after doing all these troubleshooting steps was a ticket filed with our engineers?