problem scanning barcode with Ipad

[BradleyBradley]

Is anyone having trouble scanning barcodes using an iPad?

Since Thursday I'm unable to scan a barcode in the Square for Retail iOS app. In the app I tap the camera icon, I see the barcode on screen, but the app does not read the barcode or react in any way.

I've tested the back and front-facing cameras.

I've uninstalled and re-installed the Square for Retail app.

I've checked that there are no available updates for iOS (it did an update a few days ago so I'm not sure if that has caused the issue).

I've cleaned the camera.

I've checked that the normal iPad Camera app is able to take photos and read QR codes.

It is a 6th generation iPad but the app was working fine on Wednesday. 

[Breffni]

Hi @BradleyBradley 👋 thanks for flagging this.

Sorry to hear that you're having some trouble. 

I haven't seen any similar reports of this and I just tested on iOS and cannot replicate this issue. Thank you for testing the usual troubleshooting steps. 

I know that it seems redundant, but could you try switching the iPad off and on again? 

If that doesn't work I would suggest calling our support team on Monday, since you've tried everything else we may need to have our engineers take a look at this one. 

I hope this won't cause you too much hassle over the weekend. Our number is 1800 760 137. We’re available from Monday to Friday, 9am to 5pm, AEDT.

[BradleyBradley]

Hello @Breffni 

Thank you. I’ve re-started the iPad and it hasn’t helped. 

I have now also tested on a different 6th generation iPad by installing the Square for Retail app. At first it had an older iPadOS version installed and it was able to scan barcodes.  I then installed the latest iPadOS 17.4.1 update - now it also does not read barcodes. 

[Laurie_]

Hi @BradleyBradley,

Stepping in for Breffni here!

Thank you for trying those steps, and I'm sorry to hear they didn't resolve the issue for you. In this case, we recommend reaching out to our phone Support Team so they can investigate this issue more thoroughly with you.

You should have access to our phone team when calling from the number listed on your Square account. However, if you encounter any issues reaching out, please let us know.