New Square Stand (black & white) built in readers not working

[alexandriak]

Is anyone else running into the issue where the lights for the built in tap and insert readers are not coming on, which indicates the readers are not working? 

We have to sometimes reset the hardware/remove the iPad and put it back into the stand multiple times a day. We received a replacement stand we've been using for a week and we're having the exact same issue. 

Here is the link to the video that shows the problem I'm experiencing. 

https://drive.google.com/file/d/117mGTL2ZSVSA-yejkuIPb5pAPyL7fhK-/view?usp=sharing

[alexandriak]

I never got an answer as to what it was. We stopped having this issue for now it seems. I did send a screenshot of your message above to my account rep. Has anyone reached out? If not send me a message and I'll see if I can get someone in one of the beta programs to find someone to help you.

[momcoletti]

I did not receive a reply from square.  Thanks for the help.

[alexandriak]

ok reaching out via message to you

[Cheros]

I would like your help with the same issue

[momcoletti]

I got an email from square and they want me to send back my square stand and they will send me a new one.  I hope it works.

[Cheros]

Well, I’m screwed. They no longer make the stand with the lightning connector, they are all type c now

[deb_bevilacqua]

Does anyone know if there's been any resolution to this issue? I purchased a stand in April, didn't get it hooked up and running until May, and had this exact problem a few times. Usually restarting would solve it but now I'm getting absolutely nothing. We use this in a school store, so it got very little use over the summer, and now we're gearing up for back to school with a non-working stand. 

[alexandriak · Accepted solution]

I think there has been. I haven't had issues in months. Go into your settings, then hardware, and the stand, scroll down and you should see an option for a stand reset. do that. 

Make sure your app is up to date as well.

[deb_bevilacqua]

Thank you so much for your help, it's back! Much appreciated.

[_Violet]

Thanks for stepping in to provide these troubleshooting steps, @alexandriak! 🌟

Glad to hear this worked for you, @deb_bevilacqua 🙂