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Admin

Known Issue With Square Stand and iOS 12.1

Hi Community,

 

A few of our sellers have reported intermittent connection issues between Square Stand and iPads running iOS 12.1. These issues seem to manifest themselves as an intermittent lack of connectivity between the updated iPad and Square Stand after the iPad has been unlocked for use, and we’re actively partnering with Apple to diagnose and resolve.

 

Though not all customers who have updated to iOS 12.1 experience the issue, given the upcoming holiday shopping season, we’re recommending sellers do not update their iPad(s) to iOS 12.1 if they haven’t done so already. This will help minimize any potential disruption during this busy time of year.

 

If you have already updated to iOS 12.1, and happen to be experiencing connection issues, please give the following troubleshooting steps a try:

 

  1. If you notice your iPad is no longer charging when locked, unlock the iPad to see if the charging/connection resume.
  2. If your battery symbol on your iPad is flickering, or doesn’t seem to be charging while unlocked, remove the iPad from Stand and re-insert.
  3. If none of the above work, remove the iPad, restart, and then place back in Stand.

 

To prevent the issue from occurring during busy periods, keep your iPad awake by periodically touching the display or adjusting your iPad’s auto-lock settings. To update this setting on your iPad, open your device and visit Settings > Display & Brightness > Auto Lock. Please exercise caution when adjusting your Auto Lock timing as it will leave your iPad unlocked for longer periods.



For instructions on how to remove your iPad, see this article: Mount and Secure Your Square Stand

 

In the event you’re still struggling with Stand/ iPad connectivity, consider taking payments on your iPad using your Square Magstripe Reader, or your Square Reader for Contactless and Chip (connected over Bluetooth). As a reminder, payments that are keyed-in manually are subject to a higher processing fee of 3.5% + 15 cents per transaction.

 

Thanks so much for your patience. We will continue to update this thread as we work towards a full resolution with Apple.

Message 1 of 33
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2 Verified Answers
EJ_
Verified Answer

Re: Known Issue With Square Stand and iOS 12.1

Update!

 

We wanted to share some good news based on conversations with Apple. They let us know that they've found the root cause of the issue and are currently testing a fix for a subsequent iOS update. We don’t have full details on when the fix will be released, but we'll continue to update this thread with more details as we have them.

 

Thank you all for being patient with us thus far. 

EJ_
Verified Answer

Re: Known Issue With Square Stand and iOS 12.1

Hi again! Unfortunately there hasn't been any news or updates from Apple other than there will be a release soon. We're hoping to get information from them as soon as possible with more details, but for the time being we still recommend those using the iPad + Square Stand setup to hold off on updating to the latest iOS version. 

 

Thank you all again for being patient with us while we work with Apple to get everything back up and running as normal. 

32 Replies
RYB

Re: Known Issue With Square Stand and iOS 12.1 Additional Bug!

There is an additional bug as well that I have been dealing with Apple regarding:

As we have our stand set up as a "donation station" we keep guided access on so that people can't switch from the square app or see confidential data. 

Since the upgrade, turning sleep mode to never stopped working and the station goes to sleep after 10 minutes even when set to never. (Only in guided access mode.)

 

Any pressure on them to fix this bug too will be greatly appreciated. 

Message 2 of 33
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Sawdustman

Re: Known Issue With Square Stand and iOS 12.1

Had the issue several times last weekend. Short delay to restart app. Looking for a fix soon

Message 3 of 33
2,027 Views
___

Re: Known Issue With Square Stand and iOS 12.1

Is this not the identical description to the problem encountered when Apple released iOS 11.0 and then fixed when iOS 11.2 was released?

perhaps there in lies the solution.

Message 4 of 33
1,957 Views
BasementFacts

Re: Known Issue With Square Stand and iOS 12.1

Thanks for taking this seriously. I reported this issue last week and look forward to a timely fix.

Message 5 of 33
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Admin

Re: Known Issue With Square Stand and iOS 12.1

Thank you for reporting it and for your patience as we work on a resolution!

Message 6 of 33
1,638 Views
Ddaniels

Re: Known Issue With Square Stand and iOS 12.1

Since you are just acknowledging this issue, are you refunding overcharges for manually entering card numbers?

Message 7 of 33
1,725 Views
Jenn2

Re: Known Issue With Square Stand and iOS 12.1

This “recommendation isn’t working. It just keeps booting me out of the square app. I removed the iPad from the stand all together and had it on a separate stand, restarted it and it’s still doing it every couple minutes. 

Message 8 of 33
1,670 Views
Admin

Re: Known Issue With Square Stand and iOS 12.1

Hm... another recommended troubleshooting step to take out the iPad and connect it to a regular charger (which starts the daemon into a fresh known state) and then put it back into the stand.

Message 9 of 33
1,637 Views
maryanngregg

Square stand and Apple update issue, when will it be fixed?

This reply created from merging an existing thread: "Square stand and Apple update issue, when will it be fixed?" The author has been notified via email.

 

The constant disconnect issue between Apple and the square stand, is wreaking havoc on being quick and efficient, running credit cards.  Is there a time frame, as to when this issue will be fixed? 

 

Thank you you in advance!!! 

Message 10 of 33
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