Square stand accessory connection issues.

[Liveoakcafe]

I am using the square stand 2nd generation which I purchased last year. I bought two of them one works fine and is only connected to a usb printer. the one that has connectivity issues is connected to a usb printer (which is connected to a cash drawer) and a usb Contactless chip reader, as well as a plug in magstripe reader. the main problem is that the stand looses connection to these devices intermittently throughout the day (everyday). the usb chip reader will disconnect often and we will have to go into settings to reconnect. sometimes the built in chip readers in the stand do not connect either. often the printer will also not be recognized which also means the cash drawer won't open. usually I can get things back by either closing out the app completely and restarting and/or unplugging and plugging in accessories, and going into settings and reconnecting. I tried switching the usb chip reader to bluetooth since I remember a tech support person said they were working on an update for this and for now that was the best way to get it to work(that was months ago). it did help but then staff would forget to plug it back in and it would run out of battery. I have new usb hubs since I got the new stand , I have ensured all plugs are secure. Software updates automatically. the magstripe reader always works as far as I know. very frustrated since this is new hardware and the other one does not have these issues at all. 

[MayaP]

Hello @Liveoakcafe, I appreciate you reaching out and bringing this to our attention. We have not seen reports of connection issues with the Square Stand. If you have tried all of our troubleshooting steps and are still having issues this is certainly something we want to investigate further. We would contact our support team to report the issue. They can investigate this further and file a ticket if needed. You can reach support at 1-855-700-6000, squ.re/contactsqsupport. We appreciate you working with us to resolve this! 

[JenD17]

Having this issue as well. Replaced hubs and cords. Updated iOS and square repeatedly. The only trouble shooting I get is to delete the app and reinstall it. We do this almost on a daily basis. Our issues range from the app completely just closing out in the middle of a transaction or all of our hardware accessories lose connection repeatedly during the day whether it be the card readers that are built into the Square stand, or the printer which is connected to the cash drawer, so the drawer won’t open and our USB scale. If it’s not one, it’s all devices constantly losing connection or the app just closes out. We have gone a very long time with no issues , had the original stand with no issues and upgraded to the second generation and had no issues up until the last few months. I will have no other option to get rid of this entire system if we can’t get this very simple system to do its job.  Has there been any resolution to this? 

[JenD17]

Hi, I was wondering if anything has been discovered as a problem with these stands. I cannot keep replacing alll the hubs and cords every few months for $99 a pop. I have called support and other than all the same troubleshooting I’m just told to buy a new stand or a new kit. Very frustrating and seems so bizarre that up until about 6 months ago everything was pretty smooth. Now it’s a disaster on a daily or weekly basis. Hesitant to start with a brand new system as that will require training and take forever but equally hesitant to purchase a new stand or new anything due to this problem arising all the time. Thanks.