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thisandthat

"No Internet Connection" Message, but WiFi is on?

All afternoon my stand was "offline" as I was getting a "no internet connection" on the app, even thought Safari and everything else worked fine on my ipad with my WIFI clearly on.  Ended up processing payments offline... but don't understand why there was no connection....?

Message 1 of 16
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VanKalkerFarms Super Seller

Re: "No Internet Connection" Message, but WIFI is on....?

Try quitting the app and restarting it (double tap home button to bring up multitasking and slide the square app up to kill it). 

 

Try restarting the device if the above didn't work. 

Message 2 of 16
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ruthiesgirl

Re: "No Internet Connection" Message, but WIFI is on....?

I am having the same problem on my samsung tablet. No stand, operating system android 7.0. Restarting helps sometimes and sometimes not. Tablet has no problems with any other app that uses wifi. Once the card reader works it only last for a short time period before the wifi error is back.

Message 3 of 16
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Admin

Re: "No Internet Connection" Message, but WIFI is on....?

Hello @ruthiesgirl, I'm sorry to hear about the trouble. I have a few questions so we can get to the bottom of this. 

 

  1. Is this happening on a regular basis with the tablet? 
  2. Have you tried connecting a different device to the same WiFi and running payments?
  3. Does the tablet show the same error on different WiFi networks? 

I'll keep an eye out for your reply! 

Message 4 of 16
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SBBF

Re: "No Internet Connection" Message, but WIFI is on....?

The same thing is happening with my tablet. It is connected to the internet, wi-fi signal is strong and functioning perfectly but Square says "No Network Connection"

Message 5 of 16
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Admin

Re: "No Internet Connection" Message, but WIFI is on....?

Hello @SBBF, sorry to hear you're experiencing this issue too. Have you tried the tips shared in this thread, or have you had a chance to run through these Point of Sale app troubleshooting steps? If you can't regain a connection please call our Customer Success team

Message 6 of 16
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bentwonk

Re: "No Internet Connection" Message, but WIFI is on....?

I am getting the same with the Square reader.

Even when we use a different phones the app will say it's offline after one or two purchases despite the phone seeing the internet perfectly well.

It occurs so often the square is near unusable at busy times.

Message 7 of 16
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Admin

Re: "No Internet Connection" Message, but WIFI is on....?

Hi @bentwonk! Welcome to the Community.

 

Sorry you're having trouble with the reader's connection.

 

I wonder if there's some troubleshooting we can try or if it's that the internet connection is spotty where you're at. 

 

It would be best to go through the troubleshooting steps @Helen listed above!

Message 8 of 16
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bentwonk

Re: "No Internet Connection" Message, but WIFI is on....?

Hi, ran through @helens list, I don't think its the internet, both phones OS and app are up to date, other apps on the phones ((banking, browser, chat, slack, mail, games, spotify etc)) can all communicate just fine to the internet, and being phones if the wifi was broken they revert to cell data. The problem only seems to effect the square app, unable to recover a connection.

 

Force quitting and restarting square fixes the issue, but is obviously annoyingly time consuming when a customer is waiting.

 

 

Message 9 of 16
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Admin

Re: "No Internet Connection" Message, but WIFI is on....?

Hey @bentwonk!

 

Stepping in here. 

 

I've seen this happen with my own phone with other apps, and it's usually because cellular data for a specific app has been turned off. What kind of device are you using? Android or iOS?

 

For an Apple device, please confirm the Square app has cellular data turned on for it just in case WiFi goes down. Here's the instructions:

 

Go to Settings > > Cellular, then turn Cellular Data on or off for any app that can use cellular data.

 

If a setting is off, iPhone or iPad uses only Wi-Fi for that service.

 

Otherwise, it sounds like you've found in un-ideal workaround by force quitting the app. How often are you doing this? Let me know. 

Message 10 of 16
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