Error message - No Network Connection yet shows strong signal

[Mhoward685]

Been using Virtual Terminal for 2 years.  Just got Square Terminal and connected to WiFi.  The signal icon in the upper right corner shows a strong signal but when I try to sign into my Square account I get the error message "No Network Connection Please check your network settings and try again later"  How can I show a strong signal AND no be connected?

[AdamB]

Welcome to Seller Community, @Mhoward685.

Have you taken a look at our Square Terminal troubleshooting guide? There is a section in it on wifi troubleshooting which might help resolve what you are seeing.

[gsmpeace]

I have the same problem and i need solution please square company help me.

Just got Square Terminal and connected to WiFi.  The signal icon in the upper right corner shows a strong signal but when I try to sign into my Square account I get the error message "No Network Connection Please check your network settings and try again later"  How can I show a strong signal AND no be connected?

[JustinC]

@gsmpeace Can you try forgetting the network in Settings and rejoining? Also, try connecting to a mobile hotspot if you have one to see if that works? This helps isolate the root issue to isolate

If you're having trouble connecting to hotspot, try a factory reset. 

[rencebalaccs]

I have the same issue. I am connected to the wifi but it keeps saying "no network connection. please check your network settings and try again later." I factory reset the hardware and it didn't help. I never had this issue before and I don't know what else to do. 

[RobynR]

Hey @rencebalaccs,

Sorry trouble has brought you to the Community, but I want to thank you for joining us!

Have you checked out this best answer? If this doesn't work, I recommend contacting your internet service provider before contacting our Support team to file a ticket with our engineering team. You can call directly at  1-855-700-6000 or head here.

Please feel free to reach out if I can assist you with anything else. 

[EnterpriseLF]

Did you ever get a solution?  I am having the same issue with mine.  I've factory reset it, reset internet modem, used a wi-fi hotspot, and I even went to a different office space and tried their internet.  

[slbeaumont0711]

I'm also having the same issue.  Have tried device resets, wifi toggles, multiple ssids, different ISPs -- my other terminal devices are working fine too -- I just have one device that keeps saying there's no network connection.    I'm curious if anyone has any other thoughts as well.  🙂

[eqstrn821]

I am having the same issue as above so just hoping someone found a resolution. I don't see any posted here and I tried tech support and they were pretty useless.  The only way to run the error report was to be able to log in to my account on the device which is exactly what I was not able to do due to the error message. Anyone have any luck with a fix?

[Candlestore]

@eqstrn821 ;

Showing a Strong WiFI signal does not = an Internet connection.  Check to see if your Internet Modem is connected or any other devices that use the WiFi can connect to the internet through your internet modem.  Becareful using a Cell to test this since it may use cell towers when it detects no internet on Wifi.  I had this happen when there was an accident or internet line was being worked on.

[eqstrn821]

The status bar shows it is connected ("fan" shows up with 4 bars on top right of screen) and there is a check mark next to the network name. When I try to sign in to my account is when it says no internet connection.  I was able to update my software so clearly there must be some connection but not when I try to log in.

[Candlestore]

@eqstrn821 ;

"The status bar shows it is connected ("fan" shows up with 4 bars on top right of screen) and there is a check mark next to the network name. "  Neither of these show that it is connected outside of your WiFi router.  These both show that the connection to your Router at the location is good.

When you Updated the you may have HAD an internet connection and since then your ISP has gone down.  Did you check the Internet connection on your Router?  Can you do a Speedtest with your Cell phone on your Wifi connection?  If you see ISP as your Cell carrier while doing speedtest your using your Cell Tower not WiFi.... if you see your Internet Providers Name .... then your are using the Wifi Internet and there is an issue with Square. 

For example I have a CNC machine at home, to transfer Files from my computer my computer and the CNC need a good WiFi signal but neither need the internet.  Both my machines would show a Strong "Fan" and my Homes network name even if I disconnected the cable for my cable internet.  But my sons internet games would stop since there is no internet even though his Xbox shows a Strong "fan" and the homes network name.  

Here is what a ISP will tell you to troubleshoot internet, reboot your modem and router, then reboot all devices on your network... But I suspect there is an issue with your Internet provider.... see if your Internet on your Modem is green or if it is saying Internet issues. 

What device are you using with Square?  Can you put the Speedtest app on it?

[eqstrn821]

None of what you are asking is relevant to my issue. Thank you for trying but I have found another resolution. 

[Candlestore]

@eqstrn821 ;

What was your resolution so maybe it helps others out with this problem?

I am glad you got this issue fixed.

[1oldairybarn]

Try manually setting the date and time first (as documented in the troubleshooting guide).  Had the same issue and that solved it for me.

Between the Factory reset, dead battery, letting the device sit for 9 months without charging etc. reset the device time to a default in 2080 something.  When the device time varies enough from your wifi routers internal time, the network cannot properly connect whether it is attributed to the SSL requirement, I am not sure.

[Randolphmailcen]

Does Square follow these threads? My terminals  will randomly give "Connection Error" when processing a payment or running a sales report.  I get the spinning circle until it times out.  If I am watching and hit retry, it approves the payment or shows the report immediately.  If I am not watching the machine, and do not hit retry, the transaction is declined.  The sound the termianl makes is the same for "approved" as it is for "connection error".  Just had a customer leave and saw the $150 tranaction had declined because I did not hit retry.  This has been going on for several months and I cannot find a solution anywhere. About to leave Square if I cannot get this resolved.

[BernadetteA]

I'm sorry to hear, @Randolphmailcen

The first thing I would suggest is going through the troubleshooting steps for Square Terminal here. 

I would also suggest to make sure your device is fully up-to-date with any software updates provided. 

Do you have a way to try a different internet source? Like mobile data on your phone? This will help narrow down where the issue is stemming from. 

Please let us know how this goes! 

[Candlestore]

@Randolphmailcen ;

I went through this trying to explain to someone else in this thread.

WiFi - Strong signal DOES not = an Internet Signal

Wifi is the connection to your Stores or locations Network.  (inhouse network)  

Internet going down or weak signal to the internet usually will not show on a wireless device.  (this is your external connections)

My portable devices ALWAYS show a Strong connection to my stores WiFi (Pocono Candle), but if the internet ISP comapany (Comcast for example) is upgrading their internet I may have no ability to see outside of my stores network.  

Also depending on how big your store is, and if you have repeaters like I do, You may have a strong connection to the repeater, but not to the main Router or Modem you have.  

Since this is happening regularly with you I would suggest looking at your locations network traffic and signal strenght for your repeaters if you have any, and your router or modems signals to each other.

Since the Terminal is showing a Strong signal, I am guessing it is something in your location interfering with your signal to your modem along your network or your ISP with your router.  

I was having the same type of connection issues, but realized my repeater were loosing signals to the router based on weather conditions outside.   Made no sense to me, but tracked when I had issues with ability to see web pages on wifi devices.  Mostly happened on cloudy days or rainy days, maybe something with the humidity.  I went and bout a Netgear Mesh system for the backbone of my stores wifi and connected a few mesh range extenders.  This solved my problem even on cloudy days.  

I am trying to cover over 16,000 square ft through old stone walls and 2 out side storage buildings of 1200 to 5000 sqft for my wireless wifi security cameras.  

Couple of things you can try to see if it is your Wifi.   Get your cell phone and connect it by where you use your terminal, if it is used all over the store move around and do speed tests with your cell phone connected to wifi.  Compare the results to what your advertised internet speed should be.  Meaning my Cable internet is rated at 50mbps, if the test shows 10mbps for downloads, there is something wrong with my internet.  If you go next to your main WIFI router or modem and it shows 45Mbps you are with in acceptable speeds.   the one I used to find my issue was https://www.speedtest.net/  by Ookla.

Currently if I stand next to my main Router or use my Internet modem I get about 200 Mbps downloads, but if I use my Wired Desktop it tops out at 100Mbps, because I used an older Switch that only supports 100mbps.  So this is understandable for ME.

[Randolphmailcen]

Candlestore,

This is not a wi-fi connectivity issue. What Error Message did you receive with your Square Terminal?

My terminals are located 3 and 5 feet from the Router and are stationary. This is a random "Connection to server issue" that resolves immediately upon "Retry". 

This issue started after a software update about a year ago. I had been using for about 3 years with no problem.  No other change in equipment or software. 

I have done hard resets on both terminals with no success. I cannot find any way to get Square to provide support.

[Candlestore]

@Randolphmailcen ;

How far from the Modem is your router?  How is your Router connected to the Modem?  I understand this is NOT a WIFI connection issue, but is it an Internet connection Issue?  My internet Cable would go down off and on which is why I switched Internet Service Providers.  The Speedtest I suggested is testing your OUTSIDE INTERNET connection not your WiFi connection.   I had the same problem you are describing with my devices and it ended up being my Internet Service Provider.  They were trying to update lines in the area.  At random times I would show a Strong WiFi signal but have No internet.  I would check my Modem which is before my router and it would show no internet.  The router I had was still wending Wifi signals so all my Cameras on the network were still working, all my Square devices showed a strong 5 bar WiFi signal, and my Wired computers were able to transfer data between each other.  BUT NONE of them could see Google or any website, thanks to my ISP trying to up grade my Internet.  Sometimes it would go down for 5 min other times it would be a quick 2 seconds.  I am just trying to suggest you make sure you have a good internet connection with a good Wifi signal.  I can unplug or unwire my Cable modem and all devices including a Terminal will show a Strong Wifi signal with no internet is my point.   Could your problem be related to an Update or the Terminal itself yes, but could it be because of your ISP, yes.  ISPs are trying to upgrade and some even are switching to Fiber lines, which Could be a source of you problem.  Check your routers logs to see when it connected last to your ISP?  Check your router for your WAN uptime.  See if it matches a problem with your Terminal, if it does, then the issue is your ISP not the terminal.

WAN - is your Modems outside Internet connection which the Terminal needs.  Here is an image of mine, currently it has been connected for 12 days (Red Circle Wan) to the internet, but 20 days (Blue Circle LAN) for my WiFi Devices  WAN - Wide Area Network Internet      LAN -  Local Area Network

Every so often ISPs also change your Outside address to your modem unless you pay extra for a Static IP address from your internet provider, when this address changes you can loose your internet for 1 minute or less.  They do this as a saftey device against hackers.  Which is showing my ISP may have done this 12 days ago since that is when it reconnected to the LAN even though you can see it was Fully connected to my LAN for 20 days.

This is why I suggest shecking your Router and your WAN connections compared to when your Trerminal looses its Internet connection.  Now your Router may not be the same as mine so I do not know how to tell you to check this in your Router or Modem.