Reader won't connect AGAIN!

[DawnGFM]

Hi 

First issue - knowing when there is an update so we can be ready before we go do business.....

every time there is a OS update to our phone we have an issue.

There is no notification from Square when there is an update (which I don't understand as they have to test their app against the new OS updates)

and sometimes Apple release the update we don't pick it up for 24 hours.

Second issue

every time there is an update the reader stops connecting.

We follow all the troubleshooting tips.

This time - we spotted the OS update all sorted

Checked the app and reader worked/connecting before starting work - all ok

as we have seen before works for a couple of transactions then won't connect again for rest of the day.

We have hard reset, uninstalled, m reinstalled app, hard rest again and so on.

Still no connection.

We have returned the reader and had a replacement....should we be asking for another one?

Anyone frustrated by this?

We just need

1. to now when an update is coming so we can prepare

2. what to do to make sure the app and reader work

HELP

[tranguyen]

Hi @DawnGFM, really sorry to hear you have this experience with the Square Card Reader.

When there's an update, you should be notify within the App Store itself. You can also configure it so app updates are automatically download. To do this on your device, go to Settings > App Store and enable Automatic Downloads for App Updates. This will save you from having to check for software update manually.

If everything is up to date but the reader still doesn't connect, it's worth running through the troubleshooting steps outlined here. These steps usually help with any underlying connection issue. Once you have run through them, we always recommend seeing how the reader works for the next few days -- if there're still issues with the connection then the best thing to do is to get a replacement as you've done. 

[DawnGFM]

Thanks for the advice.

We have the phone set to automatic updates for OS, however that does not mean it will happen straight away - sometimes this can be several days for a number of reasons.  And the prompt to tell you it needs to install doesn't happen until some time after the download is available.

App updates are also set to automatically download - again for the same reason - this does not mean it will happen when you need it to.

We do the troubleshooting steps and it doesn't work as I stated earlier.

So back to my other question - what then?  Is it always a faulty reader?   3 within a few months seems excessive.  Or is there something else that isn't being updated properly in the Square app - is it a time delay thing?

[tranguyen]

Thanks for reaching back out @DawnGFM! When there's a pairing issue, the cause of it is usually either the Bluetooth connection or a failsafe has been triggered within the reader itself, causing it to come up as permanently damaged. 

With connection issue, the reason we recommend running through the troubleshooting steps it's because often, by just forgetting the reader from the Bluetooth settings and doing a hard reset can help it to re-establish the connection. In rare cases, these steps will still not help the reader to work again which mean there's something wrong within it that's warrant a replacement.