We’re using the SDK in an android app to interface with Square
com.squareup.sdk:point-of-sale-sdk:2.1
We’ve been using this for years and it has just worked. Since May of this year, one of our customers is having a intermittent problem connecting to his Square Reader.
Our app will fire off the square intent and it will go to Square’s screen.
The customer said it will sometimes take 5-10 minutes to connect to the reader. This tends to happen after they have not used the reader for 15 minutes.
This is the second bluetooth reader they have tried.
This is the reader they are using:
Is this a known issue? I’m not sure how I should go about troubleshooting this. Is there something we can do to keep the device connected? I don’t think they can call square support because it’s running from inside our app. Any guidance would be appreciated.
They said they can load up the Square app on the tablet and it shows that it is connected to the reader. I don’t have physical access to the tablet or the square reader.
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The issue your customer is experiencing with the Square Reader taking a long time to connect is not a known issue. However, there are a few things you can try to troubleshoot this problem:
Ensure that the Square Reader is fully charged. A low battery can sometimes cause connection issues.
Make sure the Square Reader is in close proximity to the device it’s trying to connect to.
Check if there are any other Bluetooth devices nearby that could be causing interference.
Try restarting both the Square Reader and the device it’s trying to connect to.
Ensure that the Square Reader and the device are both running the latest software versions.
If the issue persists, it might be helpful to gather more information about the specific conditions under which the issue occurs. For example, does it happen every time they try to connect the reader after not using it for 15 minutes, or only sometimes? Does it happen in a specific location or under certain conditions? This information could help identify any patterns and potentially point to the cause of the issue.
That’s odd that it takes 5 to 15 minutes. Readers will go to sleep but it won’t take that long to wake up. What troubleshooting have they tried. Also are they experiencing this with every reader they connect?
Okay, have they reached out to Square Customer Success? Since there isn’t an issue with the app switching and it’s an issue with the Square app connecting to the reader I’d recommend reaching out to a Square hardware specialist.
Also have you looked at moving away from the POS API and using the Mobile Payments SDK so it will eliminate the app switching?
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