Issue with Square Stand disconnecting from Symbol scanner happening on multiple devices

[RA1981]

We are having an issue where square stands are disconnecting from scanner and you have to reset the ipad or open and close the app to get it to work again.  We have tried all of the things like: resetting ipads, resetting square stands, changing out cables, cords, stands, scanners.  It is happening on multiple devices (3) not just on one - so I am not sure if there is perhaps something with a recent update that is causing this issue.  But we have tried all the things we normally try - and since it is on more then one device it seems to be a larger issue.  It seems to only affect the scanner (USB plugged into hub) and not the other things attached to the hub.

[Candlestore · Accepted solution]

@RA1981;

What version of Square are you using on your Square Stand?  Mine is 6.61W and I have not been having this issue.  We had this issue over 2 or 3 years ago.  Was fine, then an Update got our system that Zebra ( Symbol ) usb scanners were disconnecting from our Square Stands.  Then an update fixed it in October or November.  Then it was broken again in December or January.   But since 2023 I believe, we have not had an issue. 

Things I did:

1. Updated Square and IOS
2. Tried different USB ports on the Hub
3. Even tried a New USB hub for my 1 Stand.

What finally worked was an Update from Square, so make sure your IOS is up to Date and your Square App that you use.

The quickest way to fix my issue was to unplug the Scanner at the handset, and wait for Square to show scanner disconnected, then replug it and wait for it to shower Scanner attached.   This worked till the update fixed it for good.

[RA1981]

Yes.  We have done all the updates, etc.  I am wondering if it is the age of the scanners.  I traded out for newer scanner.  Going to see if that helps.

[Summer2024]

Hi @RA1981 ! 

Were you able to connect a new scanner? Age can sometimes play a part in functionality. 

Thank you @Candlestore for the great troubleshooting recommendations. 

[ticodeli]

I am having this same issue currently. Honeywell scanner will randomly disconnect and act like it has no power. Going to try changing USB hubs and updating IOS. I already updated Square app but always afraid to update with fear of making things worse. @RA1981 were you able to find a solution?

[Candlestore]

@ticodeli ;

besides updating IOS and Square App there is not much left to do besides change the Hub.  I did that and still had the issue.  Since your scanner is a USB powered scanner, try it on a computer.  If it works fine then it is something with the Saquare app or the Hub.  The constant disconnecting and reconnecting to the Hub could have messed up the Hub.   For the last 2 years I have not had the same issue constantly, but have noticed it once or twice a month at the most.  I am not sure if @RA1981 was able to solve their issue but I have not seen alot of mentions about this since.  @ticodeli Let us know if you find a solution with the new Hub.