Square Terminal: Cannot connect to wifi router after the latest Terminal software update

[daustin777]

I turned-on my Square Terminal last night (Sept 18, 2019) and it started a system update. After the update, my Terminal could no longer connect to my wifi router. I had been connecting to the 2.4 GHz radio with no problems for the past few days. It was only after the update that there was a problem. There is a timeout error.

After this I tried restarting the Terminal, no wifi connection. I tried power down and startup, no connection. I tried rebooting my wifi router, no connection. 

Every other wifi capable device I have has no problem connecting to the wifi router.

The router is a Netgear R8000P. Nothing has changed on the router, no updates. Only the reboots after the Terminal would not connect.

I also tried resetting the Square Terminal. Still no connection possible.

I can connect to my iPhone 7 Personal Hotspot, but not the Netgear wifi router.

I tried connecting to the 5Ghz radios as well as the 2.4, no connection.

I'm convinced this is related to the Square Terminal update. Anyone else having this issue?

Terminal version: 3.14.0044

Firmware: 2.62.23

[Helen]

@daustin777 It sounds like you've already been through all of the general troubleshooting steps for the Square Terminal. We haven't heard other reports of wifi connection issues since the last update for Terminal so it is worth calling our CS team directly so we can investigate further.

One thing I will add is that at this time you can't connect the Terminal to a captive portal network - which is any wifi network where you have to agree to terms/conditions before connecting to the wifi. As you were using the Terminal with wifi before the update I think that's probably not the case here but I just wanted to mention it to cover all the bases! 

In the meantime, if you have an ethernet connection available - and if you have the Terminal accessory hub - you can plug the ethernet cable to the hub to connect your Terminal to the internet.

Please give our team a call so we can help you get back up and running! 

[daustin777]

Thank you. I will call.

[cpreugene]

@daustin777  Did you get a resolution? I have one Square Terminal and it works fine. Bought a second one for our store off Amazon and it would get this time out error. I returned this one. Then I went to Best Buy and bought another one, and it also is having a time out issue. 

[daustin777]

@cpreugene  I never did call. I got busy and hadn't needed to use the Terminal. Eventually, an update mysteriously fixed it. I just checked and it is still working with my router. It always did work with the iPhone just not with my Netgear router. I haven't had connection problems since the update. My current Terminal software version 3.20.0037.

[cpreugene]

Okay I will check that out tomorrow. I may have to use Ethernet to update. The device did connect using my iPhone hotspot but not WiFi thought my router exactly like your situation. 

Router: ASUS Bluecave

[Bund_Up]

Hey everyone,

Did you guys end up finding a solution for this? After the latest update, my Terminal also stopped connecting to the Wifi even though the wifi works for all other devices. 

[daustin777]

I never found a specific solution. I just updated one day and it worked again. Today, I just ran the latest update to 3.30.0034 and it is still working fine.

[Joe]

Hi there, @Bund_Up - thanks for reaching out and checking up here on possible solutions. So sorry for the continued trouble getting your Terminal to connect with our servers.

If you are continuing to experience issues and the troubleshooting here in this thread didn't resolve the issue, I would recommend flagging this over to our Support Team! They will take a deep dive with you and your Terminal to determine where the issue resides.

We will keep an eye out for your contact! 

[wendtquilting]

We are having a very similar problem with our new Square terminal.  On the first day of a trade show last week (2/23/22) it connected to our Android phone hotspot and everything worked perfectly.  The next day, an automatic update was installed as soon as the terminal was powered up and it would no longer connect to the same phone hotspot in the same building.  Spent over an hour on the phone to India custom service and he couldn't resolve the problem.  He refused to accept that it might be the update causing the issue, instead insisting that it was a problem with the phone - THAT WORKED PERFECTLY THE DAY BEFORE THE UPDATE!

[OblaDee]

I’m beside myself I can’t get support to call me back and nobody’s payments are going through .Embarassing!

[Joe]

Hi @OblaDee - we have a full Support Team standing by to assist. Feel free to reach out to them here.

[Bueller]

I am having the same issue. Connects to iPhone hotspot but not to router wifi. Maybe the “whole team standing by” should determine root cause and apply the fix so people don’t continue to have issues that were originally documented over 3 years ago. 

[Windswept-garde]

We are having a similar issue now also.  Square register and terminal after nightly reboots do not automatically reconnect to wifi (netgear nighthawk) I have to go in and manually connect them both.  The terminal does reconnect to wifi with my phone Hotspot and my home wifi??? So I am almost certain it's a netgear/apple issue has anyone had this happen? 

[JJ_]

Hello @Windswept-garde 

It looks like you might need to troubleshoot your devices. I recommend visiting our Square Terminal Troubleshooting and Square Register Troubleshooting guides. If everything looks good there, you'll want to reach out.

If you haven't already, your best bet is to get in touch with us directly, so that a member of our Hardware team can dig in with you. When you have a moment, please reach out directly by logging into your Square account and heading here.

[Windswept-garde]

Hi i already have they want to replace the devices when i am positive its not the device.. They work fine with a different router unfortunately at the location this router needs to be used due to the range it gives and everything we moniter so i was hoping for a setting i need to change somewhere if someone else had the same problem.

[AdventureChurch]

Both terminals wouldn't connect to our APs but would connect to my iPhone Hotspot.

Reason: We recently started blocking devices using "Private Addresses" on protected segments of our network.

I know these Terminals were connected using the MAC address listed in the "About" screen, because I tagged them as known devices.

Then suddenly one Sunday the Terminals wouldn't connect, their MAC addresses had changed, but there's nothing in the Terminal Network setup/config that shows this or allows you to turn this behavior off (as you can with a Phone or Tablet)!!!

[MayaP]

Hello @AdventureChurch thanks for reaching out and providing more insight into your network connection issues. I am so sorry you are having to deal with this! 

If you haven't already please try our network troubleshooting steps, if you continue to run into this you will need to work with Customer Support to get this resolved. They will need to file a ticket and have our engineers look into this, and unfortunately, we cannot take those actions here.  

If you run into anything else please let me know! 

[ReytheBarber]

Currently having this issue. Did you ever figure out a solution? 

[JJ_]

Hello @ReytheBarber 

Sorry to hear you are experiencing trouble when connecting to a particular connection. My best advice would be to complete the steps found in our  Square Terminal troubleshooting guide. If you have already completed these steps and your situation persists, I will recommend reaching out to our support team.