Square Terminal Not Working as a customer facing

[anellis]

The square terminal is not working as a customer facing platform as marketed by Square. My system has been setup and I have run through all the trouble shooting tasks that have been sent multiple times by the support. When I run a transaction through to the terminal for payment the screen just keeps spinning unless physically tap on the screen very frustrating and this is fresh out of the box. I have tried to send the terminal back as a warranty claim but support just keeps having me run through the support checkboxes. Additionally the fact that this is not setup to be used with ethernet. 

[TheRealChipA]

Hi @anellis.  I have used a connected terminal for my payment device since that device was in its first beta test a few years ago.  Mine works pretty much perfectly.  However, what you are describing (having to physically tap on the screen) was an issue at one time which has been corrected.  

It sounds to me like you might have out-of-date software.  To update your Square Terminal software, tap ≡ More > Settings > Hardware. Tap General > About Terminal > Software Update. If you don’t see the option to update your software then what I suspect is not it, and I’m sorry to put you through the extra step.

Also, if you haven’t done this, you can try to factory reset the terminal. Here are the steps I copied from the Terminal Troubleshooting Guide:

To reset your Square Terminal:

1. Tap ≡ More.

2. Select Settings > Hardware.

3. Tap General > About Terminal.

4. Scroll to the bottom of the screen and tap Factory Reset > Confirm Factory Reset.

5. Tap Reset one last time. From here the countdown will begin and your Terminal will reset.

After you’ve done this, be sure to update the software as I outlined earlier.  Then try connecting your Terminal to your POS again.

Let me know if any of that helps, or not.

Note: If you’re unable to access the Terminal settings, hold down the power button for 10 seconds until you see a black screen with a count-down timer. Keep holding down the power button on that timer goes to 0 and the screen says you can release the power button.

[anellis]

I have done all of this multiple times and I have done a factory reset twice. If I cant get this to work I am going to start with a new POS. I am not sure what else to do and I am glad to hear that this issue was out here but not sure why Square support cannot get it fixed. Does not seem like if this is known why out the box I would experience the same issue with no good solutions. 

[TheRealChipA]

Sorry I couldn’t be of more help. Quick question. Which POS app are you using?

[anellis]

I am using the original Square POS App. It is connecting and everything you just have to tap the screen of the terminal once the order is sent for payment through the IPAD screen. I provided Square with all the IOS version and app version etc. and a video showing the issue. They keep telling me to run the traps you mapped out below again and again. Not sure I am speaking to a real person or not. I talked to a physical support team and they took down all my info and checked my diagnostic report and came back to run the same updates and wipe again. 

[TheRealChipA]

It’s very odd. Definitely starting to sound like a hardware glitch to me. Hopefully you can get a replacement soon.