Scanner Issues....

[Candlestore]

So here is what happened, I came in and decided to use my DS6878 Zebra scanner with an Ipad to do Inventory on a Google Sheet.  I disconnected the DS6878 from my Square Stand and connected a DS2208 Zebra Scanner.  Square did not see this Scanner and would not scan an item.  Connected the DS2208 to a Laptop, then a Chrome Book and no error.  So no issues with Scanner.  Connected the DS6878 back to my Square Stand.... Now it is not being seen or working either, again it works with a computer and chromebook.  Saw I have an IOS update trying that now, and Square Stand is on 6.50 version of Square App.  My other Stand is working but is NOT on the current version of Square for Retail app. 6.49.3.

On that Stand the DS6878 shows as a DS6707 model.... basically the same scanner but the DS6707 is wired from Square USB hub to Handset where as the DS6878 is wired USB from Stand Hub to a Charging base then Wireless from Scanner to the Charging base.

Just checked hardware Settings and says after 6 yrs Scanner is NOT SUPPORTED and will not connect.  On chat with Support.....well waiting for chat support as it says this is available since support is closed weekends by phone.

Square for Retail version 6.49.3 worked..... 6.50 does not with my Scanner.  This is a Software issue as the scanners worked since 2019.

[Candlestore]

Ok so here is an update.

Square Stand 1

 Square Stand works with the DS6878 and sees it as a DS6707.... BUT:

   Square More-Hardware-Device showed there was a problem with the Square Hub.  Clicked the Information and it shows Unsupported Device in USB Port 1 and will not Scan.  Wait 15 min for Chat Support and looked again and now it showed up as DS6707 and all is Green.

Square Stand 2

The other Square Stand is not even Powering the USB DS2208 Wired USB Scanner or seeing it.  I am affraid to uplug it and try on the other stand. It also does not even see the DS6878.  When in More-Hardware-Scanners it wants to know if I want to add a Blue tooth device.  

Got a Reply back from Chat Support   see image:

I have one working somewhat, and had a customer and would not scan..... after customer left. The scanner did scan an item when I went to show an employee that it does Not work.   My luck.   So now when someone comes in, will it work?

I do know my actual Scanners are NOT supported by why have they worked since 2019?  Why is one somewhat working with Square for Retail 6.50 but worked fine with Square for Retail 6.49.3? I have 2 of the exact same setups.  Both Square Stands version 1 I believe ( white Stands with Bluetooth / Usb Card Readers )   1 is not seeing the Scanner and the other one sees the scanner after 10-15 minute time frame and before that says its unsupported.  Never did that before, plugged it in and it worked and saw it as a Similar scanner.

[Candlestore · Accepted solution]

Update -

I figured out my Square Hub for the one Square Stand was Bad.  After doing a bunch of different tests noticed nothing was working with the USB ports on the hub and my Ipad was no longer staying almost fully charged.  I had another Hub and swapped it and now the Scanner and everything else including the charging of my Ipad is working as it should.

Just doing an Update here if anyone has a Problem with USB devices that are plugged into the Square USB Hub.  Never had this issue in 6 yrs and with having an update at the same time, this went bad, and led me down the wrong path.  

[Ellie_]

Hi there, @Candlestore,

Thank you for this extensive information about the issues that were occurring with your scanners. For clarification, after noticing the issue with the Square Hub, has this resolved everything? Or are you still experiencing inability to use your scanner? If so, we can pass this over to our Hardware team to take a closer look at this for you. 

[Candlestore]

@Ellie_ ;

Everything was resolved with swapping Hubs.  It was just the day before it worked fine, got the update and Hub died too.  Put the new hub in and everything works fine.  I just posted the fix of the Hub and Tagged as best answer incase someone else has these issues, they may want to check the hub if they can.  Thank you for asking.