iPad Screen Separating from Base in Square Stand

[littlegrocery1]

Trying to find others who might be having this problem. I have Square set up at two different locations and have had Square for the last 2.5 years. About a year ago the iPad screen started to pull away from the base of the iPad along the top of the iPad. The system still works but I can't imagine it will for much longer. The fact that this has happened on two different Square stands in different locations can't be just a coincidence. It leads me to believe that there is something about the design of the Square Stand that is causing the screen on the iPad to buckle. Any Apple iPad warranty is long expired. And Square hasn't been helpful at all in helping me get to the bottom of this. Has anyone else had this problem??

[Helen]

@Brownbagroaster If you haven't already please do call our Customer Success directly team so we can investigate the issue with your Stand and iPad further.  

Square Stand has been designed and manufactured to be used with compatible iPads. Nothing in the design of Square Stand should physically damage a connected iPad.

To share more context, the Stand complies fully with Apple’s MFi (Made for iPhone/iPod/iPad) accessory certification program and successfully passed Apple’s certification testing. The MFi program specifies the mechanical, electrical, and software interactions of any accessory used with an iPad, iPod, or iPhone. As designed and approved by Apple, the Square Stand acts similarly to any other Apple-certified, form-fitting accessory or case. Likewise, the Square Stand is an Apple MFi-approved charging accessory and when an iPad is charging, it behaves in the same way as any MFi-approved charging accessory.

It's possible that you'll need to bring your iPad to Apple for a replacement but when you call our team they will help you to confirm.

[Rob9]

Yeah I had this happen to me with 5 ipads so far and finally found a solution.  I just use a smart plug and program it to turn off for couple hours and then turn back on couple hours trying to keep it between 40-60 percent charge.   I can not tell you that this works for sure but I too believe it is the issue of it being plugged in all the time.  Hope this helps 

[greg408]

In the Fall of 2017, we purchased a new iPad Air and a new Square Stand. The old square stand did not display this over charging problem.  Once we started using the new Square stand the iPad eventually began to swell up.   It was the first screen to display this problem.  We replaced the bulging iPad, it was in-warranty under Apple. This new screen is beginning to do the same thing. This appears to be a common problem not necessarily with Apple, because we have other iPads on Apple brand chargers elsewhere that don't display this problem.  Square  Stand’s hardware is what is charging the iPad.  it appears that the battery is being over charged. I wish there was a way to switch off the power to the square stands charger, but there is not.  Has anyone been able to get the help of Square to cover replacement/repair costs?

[isabelle]

Hey @greg408.

Thanks for your post on the Seller Community.

I have heard of Apple products or Apply hardware being overcharged in battery. As a solution, I've heard of sellers removing the iPad from the Square Stand at night, or unplugging the Square Stand from the power outlet after the close of day. This would be the only way to ensure that the iPad doesn't remain charging while in the stand. I realize this isn't ideal to do at the end of every day, but perhaps Apple has another solution to preventing an iPad or iPhone from charging while still plugged in. 

If you end up following up with them, please reply back in this thread if you can. Any suggestions on their end for overcharged batteries would be fantastic! 

[Brownbagroaster]

We have considered switching to Shopkeep simply because of this issue, and Square's lack of consideration of the very clear problem. We replaced our Ipad twice, and both times Square denied ever hearing of this problem. They will not accept any responsibility, nor will they put a switch on their stand to shut off the power. I recommended this to them, but they still denied it being an issue with their equipment.

Now that I have shared my complaint -- We solved the issue by placing a power strip in the cabinet below the square register, and plugged the whole thing into that. The power strip has a switch that can be turned off at the end of the day.  We just have to put a note on the machine to remind people. The whole thing was a very expensive lesson, but I hope this keeps others from learning the hard way.

[isabelle]

Hi @Brownbagroaster. 

I understand your frustration, and I'm sorry that you haven't felt like there's been accountability from Square. Maybe in the future Apple will develop a way to disable battery charging for an allotted period of time, or we can develop a way to turn off the stand without unplugging or turning off it's power source.

In the meantime, thank you so much for sharing the power strip suggestion. Turning the power strip on and off is much easier than unplugging the stand from the wall on a nightly basis. Thanks again. 

[JackSulaiman]

So I commented on this a while back at one of my locations having this issue. Now at my second location, i have 3 stands that i purchased almost exactly 1 year ago and all 3 are now showing signs of screen separation do to battery swell. I dont exactly have the time to deal with this on a continuing basis. is there a better hardware option? I have considered square register but, i got these through the square payment plan and its pretty upsetting that the payment plan will outlive the life of the ipads. so at this rate, i will have had to go through 9 iPads by the time the 3 stations are all paid off. I am considering using the ipad pro 12.9 as we have been using these at another business but with different POS software and have had no issues with them, the only thing im not sure of is how i will be able to have it on the power connector/hub to connect the scanner, drawer, and printer AND the magstripe reader all at the same time. looking for some kind of stand solution for that.

[Brownbagroaster]

Short answer -- Plug a power strip with a switch into the wall outlet. Plug the Square stand into the power strip. Plug anything that requires constant power directly into the wall. Place a sticky note on the register reminding the cashier to turn the switch off at the end of the day and set the display on the iPad to auto off after a set amount of time (2 min). The cashiers will eventually remember to do this automatically.

We prefer to use the iPad version, because we can control our Sonos (sound system) at the register. We also find it handy to be able to use other apps directly at the POS, as well. I don't know if any of this is possible on the square register, but for the money, I am reasonably happy with our setup. That doesn't mean that I like having to rig up a switch to shut off the power to the stands every night, but we haven't had to replace another iPad yet. Now, the only issue we deal with is that the switches on the power strips tend to fail fairly regularly. I don't suppose a $15 power strip is designed to be turned off and on so often, so I figure that is not a complaint I will be taking to the manufacturer.

Once again-- Why doesn't Square install a switch on their stand? Apple blames the square stand for the issue, and Square blames Apple. Both are correct, both are at fault, and neither wants to be responsible for the repair cost, but since there are so many of these setups out there, why has neither company addressed the issue?

[nika]

@JackSulaiman @Brownbagroaster You both bring up some really good points here. And @Brownbagroaster- Thanks so much for stepping in with a solution that works for you.

Although I don't have a solution to provide you with myself, I can pass your feedback along to our developers. 

I'm sorry for the continued frustration around this issue. Hopefully the workarounds shared on this thread will be helpful in the mean time.

[Anthem]

I have been with square for nearly 8 years. I’m likely to cool down but this issue and the blatant disregard even lies (we’ve never heard of this and have nothing documented) I got during my phone call with support today may drive me to a new POS provider. I now have 4 iPads having gone bad, know of at least 2 non-related businesses and a host of folks on here.  

[Brownbagroaster]

Yep. Same garbage they tell everyone on the phone. "This problem is new to them, but it sounds like an Apple issue, not a Square stand issue."

[Brownbagroaster]

We are replacing another iPad this month. I thought I had the solution, which I posted in response to other complaints on here -- plug the square into a power strip with a switch, and turn the switch off at night.... Now I must apologize to everyone I misled on here.

This didn't actually work. The iPad still charges all day, and unless you actually discharge it at night, it stays completely charged. After about 10 months, our iPad started swelling, and after 11, we are going to have to replace it again. This sucks. The only iPads in our store that are failing are the ones on the square stands.

I read that someone set theirs up on a smart switch that will turn off and let the iPad discharge for a while, but that doesn't work for us, since the cash drawer and the receipt printer both require constant power. We looked at purchasing the square register, but another $800?!? Come on... I also can't see that the Square register will run SONOS (for music) or be able to monitor our cameras, or our Facebook and Instagram accounts, for which the baristas are responsible during their shifts. If someone can't help me solve this problem, I guess we will have to switch POS systems. We can't afford to keep replacing iPads every year.

[salonrougecb]

Yes, since I switched to the Square stand 7 years ago, I’m going on my 4th IPad where  the battery expanded.  At first the Apple store and I thought I had a defective IPad and I replaced them but now that it’s happened a fourth time, I’m convinced that there’s something wrong with the design of the Square stand.  

[Lockgirl]

I'm about to replace the iPad for the 3rd time for the same issue. This can't be coincidence! Will be calling Square tomorrow. 😠

[Matthias168]

I had the same problem with about five iPad so far in the last four years. It is really frustrating and annoying I haven’t reached out to Square yet but I doubt that they will do much.