Reinstallation required, please reinstall Point of Sale [iOS 18]

Questions
1

Hello,

One of our customers is reporting an issue after upgrading to iOS 18 where they are unable to connect the reader to our app. We did update our Square Reader SDK to v1.7.5 but the customer is reporting an error stating “Reinstallation required, please reinstall Point of Sale [iOS 18]”.

Any help would be appreciated.

2

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Based on the information you’ve provided, the following documentation will help answer your question:

Additional Documentation

Reader SDK Requirements
Reader SDK Quickstart
Reader SDK

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3

What troubleshooting have they done? Did they restart the mobile device and if that didn’t solve it have they tried to delete and re-install the app? :slightly_smiling_face:

4

Hey Bryan,

Thanks for the quick reply!

They tried the following troubleshooting steps to no avail:

  1. Ensure that the Square application has permission to access location services “Always” or “When using” > under device Settings > scroll down on left side to Square > Location
  2. Make sure Bluetooth is toggled off for any device that has connected to the reader in the past.

Once that’s done run through these steps in this order:

  1. In the Square Point of Sale App go to Settings > Hardware > Card Readers > Forget all card readers
  2. Force-quit Point of Sale App
  3. Open Device settings
  4. Navigate to Bluetooth
  5. Forget all Square Readers
  6. Hold the button on the Reader until the lights flash red
  7. Reboot the Device
  8. Re-launch Point of Sale app, wait about 1 minute, and re-pair the Reader

Thank you.

5

The customer also mentioned they are able to connect the reader directly to the Square app but it doesn’t connect to our app for some reason.

6

Do they have both your app and the Square app open? If they force quite the Square app and only pair with your app does it work? :slightly_smiling_face: