Troubleshoot connection and power issues with Square Kiosk
When Square Kiosk is properly connected, you’ll see the charging icon appear in the top-right corner of your iPad screen. If your Square Kiosk is not charging your iPad, taking payments, or connecting to hardware accessories as expected, you may be experiencing connection or power failures.
This article provides troubleshooting for your Square Kiosk to address connection and power failures.
Before you begin
When to troubleshoot
Connection and power failure troubleshooting involves steps that may involve physically moving around your space, and rebooting your hardware. If possible, try to troubleshoot your Square Kiosk outside of business hours. If you must troubleshoot during the workday, try to avoid peak busy hours so your customers will experience few delays.
Identify your Square Kiosk version
You can easily identify the version of your Square Kiosk hardware by removing the iPad and checking the serial number printed on the nest of the Kiosk. If there is a “v2” printed above the serial number, it is a version 2 (v2). If not, it is version 1 (v1). You can also identify the Kiosk by looking at the iPad connector. If your Kiosk has a Lightning connector, it is version 1 (v1). If your Kiosk has a USB-C connector, it is a version 2 (v2).
Check device compatibility
Check that you are using an iPad model that is compatible with your Square Kiosk version. Review our device compatibility guide.
Check that Square Kiosk is plugged into the USB hardware hub and that the power adapter is plugged into a grounded AC outlet.
- Gently unplug and firmly replug the power adapter into the wall.
- Try plugging the power adapter into a different socket.
- Swipe up from the bottom edge of the iPad and pause halfway up the display.
- Lift your finger from the display after the pause.
- Locate the Square app and swipe up on it.
- Return to the Home screen and re-open the Square app.
- Using your iPad, open the App Store > tap your profile icon.
- Scroll down to see pending updates.
- Tap Update All to update all apps on your device, or locate the Square app and tap Update.
- Using your iPad, go to Settings > General > Software Update.
- The screen shows the currently installed version of iOS and whether an update is available.
- If applicable, tap Download and Install.
- Make sure the Square app recognizes Square Kiosk. To do so, navigate to Settings > Hardware > Square Kiosk to check the connection status.
- If Square Kiosk is listed as connected and you’re still experiencing issues, restart it by pressing the Restart Kiosk button at the bottom of the page.
- Confirm that your iPad recognizes Square Kiosk. To do so, press the home button on your iPad. Tap Settings > General > About. Square Kiosk will be listed if it’s recognized.
- If you don’t see Square Kiosk listed, proceed to step 7.
- If you are on a newer version of iOS, you may need to adjust your iOS settings to ensure that your iPad maintains a constant connection to Square Kiosk. Follow these Apple steps to allow access to USB accessories on your iPad.
- If you have another compatible iPad available, try installing the Square app on it and plugging it into Square Kiosk. If the new iPad successfully connects to Square Kiosk, please follow these Apple troubleshooting steps for your original iPad or contact Apple support directly.
- Push down on Square Kiosk’s raised security latch and slide your iPad out.
- Press and hold the iPad’s top button until the power off slider appears. Drag the slider, then wait for 30 seconds for your device to turn off. To turn your device back on, press and hold the top button until you see the Apple logo.
- Reinsert your iPad into Square Kiosk. You’ll know it’s locked in place when you hear the security latch click.
- Unplug the Square Kiosk from its power outlet and plug it back in.
- Uninstall the Square app from your iPad. Before uninstalling, make sure you’ve uploaded any offline payments, or you’ll lose those uncompleted payments.
- Touch and hold the app on the Home Screen, tap Remove App, then tap Delete App.
- Reinstall the Square app in the App Store.
- When you reopen the app, make sure you grant each requested permission, or the Square Kiosk will not function properly.