Symbol DS6707 suddenly not populating checkout on Square Stand (Retail version of Square)

[Ginger_Bauer]

I've used the Symbol DS6707 USB barcode scanner with my Square Stand setup for 4 years with no issues. Suddenly on Friday (6/2/2023) the scanned UPC numbers aren't populating in checkout (I use Square for Retail). I tested the scanner on my PC, and it is scanning and reading just fine. I've tried all kinds of troubleshooting such as checking for driver updates, changing the USB port, scanning the devices factory reset bar code, rebooting everything... and can't get it to work. If I totally reboot the iPad I can get the checkout mode to scan for one sale then it quits populating again. I'm wondering if either my iPad or Square did a software update that's affecting it. It did seem to be that my POS interface looked a bit different but it might be my imagination. Is anyone else having any issues? Any suggestions?

[KTOR]

Thank you for verifying, Ginger. I think the workaround for now is to log into Square app fresh each day, set your iPad to never go to sleep, and then never leave the Square app to access a different app. If you do, well then you need to close Square app and reopen it again each time. Not too annoying or anything...

I agree the latest update seemed to impact the USB scanners linked to Square Stands using iPads. I'll open a ticket with support now that we have some more details from the users in this thread. Not saying it will go anywhere, but we at least have to keep pushing for a patch.

[Ginger_Bauer]

In addition, after I tested your question about leaving the app, the scanner did not work after I signed back into Square. I had to completely reboot my iPad then sign into Square again.

[KTOR]

I have found if you leave the Square App you may as well just close its active app session in iOS (double click on iPad home button and swipe the app off the screen). Wait a few seconds and then launch the Square app again. That is much faster than rebooting your iPad every time and seems to achieve the same effect on making the scanner work.

[Candlestore]

This is why I guess I have not been having an issue, in my store we never leave the app.  Our Ipads in our Stands are just for employees to sign in and take payments so our Screen is always on and never times out.  We even leave the Signon screen on overnight.   

[KTOR]

Square just pushed a new POS app update (v 6.18.2) which I applied to our iPad stand using the scanner. It appears to be working, even after I exit the app or the iPad goes to sleep and you re-open it. Hopefully this has addressed the issue for all of us. Appreciate Square pushing this update out fairly quickly.

[B0mbadi1]

Unrelated to your issue (hopefully I won't experience the same!), but connected to the same scanner -- have you successfully scanned inventory IN with this scanner?  I can scan out, but I cannot receive inventory in with it.

[MayaP]

Hey there @B0mbadi1, Welcome to The Seller Community! We are glad to have you! 😊🎉

I do see you reached out on this thread and one of our super sellers did reply. If you have any more questions please back out on that thread and I can help! 

[KTOR]

Yes, we use the scanner to take in new UPC on product as well as checking out customers using it. I just tried adding a new item UPC and it worked fine. So I'd make sure you have the latest version of the Square POS app installed to ensure you have the patch mentioned above.

[Candlestore]

@B0mbadi1 ;

Are you trying to Add NEW items to Square with the Scanner, or are you receiving new inventory of Items that are already in your Square Items Catalog.  I just did a Video for you of how you add inventory of an Item that is in Squares catalog already.  The other Day I did a video of an Item that is not in Square but I was having trouble adding the new Item in that way.  Square found the GTIN, entered a name but when I went to save the New item to the catalog I got an error message saying a GTIN has to have X amount of Numbers for a GTIN, which my Item did.  Still waiting on this to be fixed.

So here is the link to my Issue when trying to add an Item that is NOT in my Square Items Catalog there are screen shots and a Video of the problem which Square says will be fixed in 6.40 update, also in the link:

Issue-with-Auto-create-Item/m-p/718941#M46391 

Now if you want  to see how to add inventory to Square on an Ipad when the Item is already in Square

The below image is showing Square seeing my scanner as the DS6707: