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Square Terminal Troubleshooting

General Troubleshooting

There is a list of basic checks you can do for many issues you may encounter with Square Terminal.

Please make sure to walk through the following before going through issue-specific troubleshooting steps:

  • Make sure your device is fully charged. Double check the battery symbol in the upper right hand corner to see your battery level. You can fully charge your Square Terminal in under 5 hours.

  • Make sure your device has the latest software. To update your Square Terminal software, tap the three horizontal lines in the upper left hand corner and select Settings > Hardware. Tap General > About Terminal > Software Update. If you don’t see the option to update your software then you are all set.

  • Make sure your device’s date and time are accurate. If they are wrong, please update them via the Settings section. Select Hardware > General > Date and Time and adjust accordingly.

  • Make sure your account is activated. Square Terminal is only available in the United States, Canada, United Kingdom, and Australia at this time.

Wi-Fi Troubleshooting

Confirm Square Terminal is connected to Wifi.
Toggle Wifi off and on in Settings > Hardware > Network and check to make sure that you see a checkmark next to the network to which you are trying to connect. Confirm that you see the Wi-Fi status indicator on the top right corner of the status bar.

Keep in mind, you won’t be able to connect your Square Terminal to a captive portal network. A captive portal is a network that requires you to agree to terms or conditions to access the internet connection (these networks are common at coffee shops, airports, and other public internet access points).

Confirm Wi-Fi signal strength.
Confirm that you have a strong Wi-Fi signal by checking other devices (such as phones, tablets or laptops) on your network near the location of your Square Terminal. The Wi-Fi status indicator in the upper right corner of the status bar should have 3-4 white bars to indicate a strong signal. Depending on the position of your router, you may need to move your Square Terminal closer to your router.

Switch to Ethernet.
If you have an Ethernet connection available and have purchased Hub for Square Terminal, switch to Ethernet by plugging in your Ethernet cable to the port on the hub.

Ethernet Troubleshooting

Confirm Square Terminal is connected to Ethernet.
Confirm that you can see the Ethernet network status indicator in the top right corner of the status bar. If you don’t see the Ethernet network status indicator, try unplugging and plugging in the cable from the Ethernet port on the accessory hub and from the router or modem.

Confirm modem/router connectivity.
Test your modem and/or router by plugging in other devices (such as a laptop) and seeing if they connect to the internet.

Switch to Wi-Fi.
If you have a Wi-Fi network available, unplug the Ethernet cable and switch to Wi-Fi in Settings. Make sure to unplug the Ethernet cable since the device will default to using Ethernet connection over Wi-Fi if both are available.

Accessory Hub Connectivity Troubleshooting

Test another accessory.
To determine whether there is an issue with the hub or with the USB hardware accessory (barcode scanner, cash drawer), try connecting a different USB hardware accessory to the accessory hub.

Test USB ports.
Try plugging the USB hardware accessory into a different port. It’s possible the issue may be isolated to one port.

Payment Troubleshooting

Tap/contactless payments aren’t recognized

  • If you have Default to Customer Checkout enabled, confirm that you’ve pressed the “Confirm and Pay” button to activate the customer display to accept contactless cards/phones. When your Square Terminal is ready to accept payments, you’ll see Tap, Dip, or Swipe on your screen.

  • It is also possible that the contactless card or NFC-enabled phone is damaged or broken. In this case, ask your customer to present a different form of payment.

Chip cards aren’t recognized.

  • Ensure chip cards are inserted with the chip facing up.

  • If magstripe and contactless payments still work, the chip may be damaged. In this case, ask your customer to present a different form of payment.

  • It is also possible that, if magstripe cards and contactless payments still work, something may have damaged the chip card slot. If you think this is the case, contact Square Support.

Reset your Terminal

On rare occasions, you may need to perform a factory reset. Don’t worry: resetting your device will not erase important account information like items, transaction histories, customer lists, or employee permissions. It will all be there when you sign back in.
Before resetting your Terminal, please have the following information on hand since you’ll need it to log back in afterwards:
* WiFi network name and password.
* Account login information (email and password) or device code.
* Location name, if applicable.
* Accessory settings: printer stations, drawers, and any other accessories. Recommendation is to take a picture of the configuration of each connected accessory.

To reset your Square Terminal:
1. If you have taken any offline transactions, be sure to reconnect to the internet and process them before proceeding. Pending offline payments will be permanently lost and the funds won’t be captured when you reset your device.
2. In the upper left hand corner, tap the three horizontal lines.
3. Select Settings > Hardware.
4. Tap General > About Terminal.
5. Scroll to the bottom of the screen and tap Factory Reset > Confirm Factory Reset.
6. Tap Reset one last time. From here the countdown will begin and your Terminal will reset.

Note: If you’re unable to access the Terminal settings, hold down the power button for 10 seconds until you see a black screen with a count-down timer. Keep holding down the power button on that timer goes to 0 and the screen says you can release the power button.
Once the reset is complete, you’ll need to:
1. Go back through basic setup questions like your time zone.
2. Reconnect to the internet.
3. Sign back in with your email and password or device code.
4. Add accessories such as cash drawers, printers, scanners or scales. Learn more about connecting compatible hardware to Square Terminal.
5. Adjust any settings back to your preferences.

Network Requirements

Protocol/Port Whitelisting

If you enforce restrictions on what protocols and ports that devices on your network can access, Square devices require the following protocols and their corresponding ports to be allowed through your firewall:

  • NTP. Note: This is critical for ensuring that the device has the correct time. Connectivity may fail due to certificate validity mismatches if the device time is wrong.

  • HTTPS (only port 443). Note: All traffic to Square servers is made over HTTPS.

The following ports are also used for network printers, but these do not require access to the internet:
- UDP: 22222, 3289
- TCP: 9100:9109

Domain Whitelisting

If you enforce restrictions on what domains can be accessed from within your network, Square devices require the following domains to be whitelisted.

HTTPS traffic
All subdomains of:
- squareup.com
- issquareup.com
- squarecdn.com

As well as the following FQDNs:
- api.skyhookwireless.com
- notify.bugsnag.com
- apytiqcuyrsq6-ats.iot.us-east-2.amazonaws.com

NTP traffic
NTP requires access to:
- time.android.com

IP Addresses

Square’s IP address ranges are:
- US: 74.122.184.0/21
- Asia/Pacific: 103.31.216.0/22
- Europe: 185.57.56.0/22

Square devices also rely on access to Amazon Web Services (AWS) and Google Cloud Platform (GCP). AWS IP ranges are published here, and Google is AS15169.

Note: Square devices have an internal firewall and an internal (domain, not IP) whitelist, and perform TLS certificate pinning on all Square endpoints, so you may consider the IP whitelisting on your side redundant depending on your purpose. It could make sense to just ensure Square devices can’t access any internal company IP addresses, and leave the rest of the internet open for Square’s on-device firewall and domain filter.

DNS

Square devices are compatible with any DNS server sent to the device over DHCP as long as it works. Feel free to use your ISP’s servers, or your favorite public servers (e.g. Level3 at 4.2.2.1/4.2.2.2).

Supported Network Authentication Protocols

Square devices support:
- WPA/WPA2 PSK
- WEP

They do not support:
- WPA/WPA2 Enterprise
- WPA3 PSK/WPA3 Enterprise

Cleaning your Terminal

For minor scuffs and marks, you can use any electronic cleaning cloth. To clean the reader on Square Terminal, you can use card reader cleaning cards or a folded paper towel. Slide the cleaning card or paper towel through the card reader slot to clear any spills or debris.

If you are still having trouble, please give our Support Team a call and we can help get you back to business.

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