NEED SUPPORT FIRST TIME SETTING UP APP

[HunterHomestead]

Hi

I am hoping there is some support here before I give up and go somewhere else.

Firstly, I greatly appreciate anyone who takes the time to answer any request for help. Thank you.

Secondly, I do not wish to waste your valuable support so I will outline the issue and what I have tried:

I have set up an online account. I have purchased Square Reader for mobile phone use.

At the point in set up online where I have to connect the Square reader to continue:

- Square Reader is fully charged

- Sqaure Reader has been reset to default

- Mobile Phone: Galaxy S21 Ultra   Model# SM-G998B

- Mobile Carrier is active

- Mobile data is active

- Mobile Android Operating Sysetm  is fully updated

When I open the Sqaure App and attmept to sign in -the app crashes and freezes my phone to the point I must restart.

I tried every single troubleshooting step in Sqaure.

I have read through the possible solution on Goolge (as there are thousands of people with the same issues)

- Force App stop in Settings

- Restart S21

- Check S21 Memory ( 512 GB - 403 GB Available)

- Check app permissions

- Soft delete of cache in settings

- Check Android OS is up to date 

- Check App is most curent available

- Uninstall and delete app

- Download App again

- Wipe cache partition cache in Android Recovery menu 

- Check for Updates in Android System WebView

- Disable Android System WebView

- Delete Android System WebView

- Reload Android System WebView

- Downloaded Square Beta...this actualy got me through the point in the app set up of - input of email and password THEN froze screen with the word "signup"....

NEW ATTEMPTS TO RECTIFY thanks to Airie's ideas:

• Do you have developer options enabled? - it was at first but has been disabled and issue persists.
• App that overlay & alter the interface? - Several apps by default overlay on every mobile device such as virus protection, Google, camera, etc - however as I wanted a quick resolution so instead of turning one at a time off and trying to use the Square app and having it crash, turn off and reset phone and try again ...I turned off every app that had overlays....and issue persists.

Anyone have any other ideas?

Thank you

[Arie]

Hi @HunterHomestead,

Thanks for writing in, and going through these troubleshooting steps! It's super helpful for us to know what you've tried already. 

The Samsung Galaxy S21 Ultra is listed as a compatible device with the Square Reader, so this behaviour sounds unexpected. Do you have developer options enabled, or installed any apps that alter the interface, or look of your phone by any chance? This could be a screen overlay type app, for example. It would also be great if you could try downloading the app on another phone or tablet, so we can determine whether the reader itself may be at fault here. I'm sorry about the frustrating experience so far. Looking forward to hearing back from you. 

[HunterHomestead]

• Do you have developer options enabled? - it was at first but has been disabled and issue persists.
• App that overlay & alter the interface? - Several apps by default overlay on every mobile device such as virus protection, Google, camera, etc - however as I wanted a quick resolution so instead of turning one at a time off and trying to use the Square app and having it crash, turn off and reset phone and try again ...I turned off every app that had overlays....and issue persists.

Thanks, so much for the ideas.

Any other ideas on what to try? I'll have a go at anything.

[HunterHomestead]

Good News! I spoke to a person that does "stuff" somewhere somehow with computers/software...this person gave me a method to try and it has worked brilliantly. I won't repeat it here as my phone is under warranty 🙂

Square app loads, sign in and out no dramas

Takes payment

Charges

Updated itself

[Arie]

Glad to hear they were able to help @HunterHomestead - let us know if you have any other questions!