iPad not charging through square stands, 16 stands are not working out of 37. Urgent help required!

[ICTM-Services]

Hello Square Team,

We have 37 square stands and 16 stands have stopped charging the iPad.

Can you please tell us how to solve this issue as we have a festival this weekend and we cannot run our POS/Tills with broken square stands.

we need your help urgently, thank you.

[PartyManiaMD]

I would definitely reach out to support if it's urgent, they'd be better able to troubleshoot your issues.

The only advice I can really offer is to see if it's the cables that are bad, try using one of the 16 stands that are not "working" with one of the cables that is working. I would also charge the Ipads and make sure they're charging separately from the Stands alright, as well as making sure their Square software is up-to-date.

[MayaP]

Hello @ICTM-Services,

Oh no! So sorry to hear you are running into issues right before your event. That is super annoying. 

If you haven't already, please try these troubleshooting steps: 

• Restart your Square Stand by navigating to ≡ More > Settings > Hardware > Square Stand in the Square app and tapping the Restart Stand button at the bottom of the page.
• Make sure the connection between the Stand, the USB hub, and the power adapter are secure.
• Gently unplug and firmly replug in the power adapter to the wall.
• Try plugging the power adapter into a different outlet.
• Carefully remove the iPad from the Stand by pulling out and then pushing down on the raised security latch. Clear the connection port of any possible debris, reboot the iPad, and insert the iPad back into the Stand.
• Update your iPad to the latest version of iOS and the Square app.
• If you are on a newer version of iOS, you may need to adjust your iOS settings to ensure that your iPad maintains a constant connection to Square Stand. Follow these Apple steps to allow access to USB accessories on your iPad.
• Try plugging in a separate iPad or Apple device with the same connector type. If the other device successfully charges in Square Stand please follow these Apple troubleshooting steps for your iPad.
• If you’re using it, remove the optional USB hub from the Stand and plug the power adapter directly into the Stand base. If the charging issue is resolved, try connecting the USB hub to the power cable again. If the charging is disrupted again, your hub may be the cause.
• If you can, try removing the USB-C power adapter and replace it with another universal USB-C power adapter. If the swapped adapter resolves the problem, the original USB-C power adapter may be the cause.
• If you determine that one of your hardware components has failed, please let us know if you need a replacement, and we can help you submit a warranty claim for these parts. If you are outside of our one year warranty window, you can purchase replacements on the Square Shop.

You can view more troubleshooting steps here. 

If you continue to have issues I would reach out to Direct Support, just so we can resolve this quickly. Direct Support is available at 1-855-700-6000 squ.re/contactsqsupport. If you need anything else please let me know!