"No Network Connection"

[CreativeReuseSp]

We just got our Square Register last week and have basically not even been able to sign into it yet because, despite saying we have a strong connection, every time we try to log into our account we are greeted with a "No Network Connection" error. This happens whether we are using wifi, ethernet, or a mobile hotspot, so I don't understand how it could be our internet. I've already spoken to customer service once, they had me do a factory reset and it worked for an afternoon, but the next time we turned it on we were logged back out and getting the same error message. Tried a factory reset again and it didn't work this time. I'm on hold with customer support again but was hoping maybe someone here also encountered this problem at set up? 

[Joe]

Hi there, @CreativeResuseSp - thanks for taking the time to reach out and join us here on the Seller Community. Happy to have you in the fold!

So sorry to hear about your trouble so far with the Square Register, definitely not the type of experience we would want for you.

Where did you land on your 2nd contact with our Support Team?

[OldCoder]

I am also greeted with this message on my Square Terminal nearly every morning whether it is turned off at night or put to sleep. I purchased a hub for square so I could hard wire it along with our POS stations but that didn't help either. On occasion in the morning it will be good put more often than not we will have the no network connection error. The simple fix is to unplug the usb-C from the terminal and reconnect it. It even has a static IP set in it so this isn't a DHCP issue. The wireless is OFF. It would be really nice if the coders would address this.

[KingsRideshop]

I'm having the same issue after using the register for months. Were they able to help you with a solution? 

[KissMeCakes]

Same issue after updating to new version of software on my square register.  Only one of my registers is saying it though.  Weird!

[KingsRideshop]

I talked to customer support, they said the issue started end of October for a lot of users and they are working on a solution. They took my contact info down to let me know when they have a fix. 

[patoche29]

exactly when the problem start for me with my square register .. im fed up after 7 years with square , i will go on Clover if nothing happens

[prideandjoy]

I've had this problem for over a month. I've had to purchase new equipment and go back to my square stand in order to run my business. the customer support has told me it's a known problem with many registers, and they were working on a fix but didn't have a time frame.

When I reached out today to ask for an update (after regularly checking in with them) I was told my "case was closed because they hadn't heard from me in 2 weeks"  Incredibly horrible experience overall, I could not be more disappointed or frustrated with how square has handled this.

[pessosices]

Hey @CreativeReuseSp @prideandjoy @OldCoder @KingsRideshop @KissMeCakes 

It could be that your register is automatically joining a non functional Wi-Fi network. This was happening to me. When you get the No Network Connection prompt, open up settings & go into Wi-Fi and see what network it is connecting you. If it’s a random one, you should tap “Forget Network” and that should prevent it from joining that wrong network again. 

[OldCoder]

I'm hard wired and hard coded to Ethernet not wifi.

By hard coded I mean not even using dhcp to get my IP.

This crazy thing should at least work as a computer, phone or tablet does.

All the time. 🙂

[pessosices]

@OldCoder Cool - when it happens, did you double check that Wi-Fi didn’t turn on somehow? It could very well not be that and be a bigger issue - just wanted to check just in case!

[OldCoder]

Yes. I'm a network support person so yeah, I know how to troubleshoot this stuff.

It should be re-stated that when this issue raised it's ugly head I had no "Hub For Square" Ethernet add-on and was fully WiFi. I promptly ordered a Hub For Square so I could turn off the WiFi and just go hard wired. This sadly did not fix it. The "telling" fix however in all cases

is to either:

1. Plug and re-plug the Square USB-C cable (power and Ethernet)

2. Cycle power on the Hub For Square

3. Plug and re-plug the rj45 for the Hub for Square  at the switch. (this is my preferred

    method as I can replace a worn rj45 should it become tired from plugging and re-  plugging it.

This says the problem is above the Wi-Fi and Ethernet stacks in the Terminal firmware

because the problem affects both and happens overnight as the morning tells the tail.

Yes, it happens overnight. but not every night. I would say more often than not but sometimes when I open up the shop and wake up or power up the terminal I am not presented with the red "no network" error. (jump around)

Now, let's assume as we firmware engineers like to say that this problem is environmental and the end user (me) just doesn't know what they don't know.

Well I will say this. All the POS stations (Windows 7 x64) are all on the same hard-wire switch as the square terminal and they keep rockin on day after day after day.

This is a brand spank new terminal we have had now for 2 months.

I will also add that once I do one of the aforementioned fixes it's good for the remainder of the day until closing.

Honestly, as evidenced by the end users in this thread and now a real live fighter pilot network guy detailing the issue I think it's time to roll up the sleeves and take a look and the listings.

Every time I get a software update I am cautiously optimistic that it will be fixed - but alas, no. Makes me wonder what was done. It's not like there is a comprehensive change list or anything.

👍

[OldCoder]

Fix it.

Monday morning - ok

Tuesday Morning - ok 

Wed,Thur, Fri - No network connection. on hardwire ethernet - unplug and replug usb-C on terminal, away we go. - every time.

Every device wired or wireless in including the LG android backup square reader has internet.

Just pathetic from a financial institution.

[patoche29]

i have exactly the same problem with my register after 2 years ..since 2 month

[patoche29]

what they doing on square , i m fed up of this lost  wifi every day several a day , i try everything , shutdown , reset , add mac adress on white on list in my modem , my modem tell very low signal only for this device ,, if nothing happen i go to buy a Clover pos after 7 years with square

[OldCoder]

Square, I'm a software developer with experience in embedded micro-controllers. This problem "seems" easy to fix.

Y'all need help? I'd love to tackle this one for everyone including me who suffers from this.

[OldCoder]

And with that, they ran away. 😐

[_Violet]

Hi there, @OldCoder thanks for reaching back out on this thread. 

I'm happy to help you but I'll need some more detail in order to better understand the issue you're experiencing. Are you also having trouble connecting to your network on your Square Register, as described in the original post on this thread?
 

Whenever you have a moment, please reply to this message with a little more information describing your technical issue or question so I can further assist you. I’ll be sure to follow up as soon as possible.