Troubleshoot network connection issues on Square Kiosk
This article provides general troubleshooting information for Square Kiosk for connection and power issues.
Before you begin
To troubleshoot, ensure you have access to your Square Kiosk device.
If possible, troubleshoot after business hours to avoid disrupting customer orders.
Do not unplug or power off your Square Kiosk during a software update. Updates typically take 5–10 minutes.
If you cannot resolve your issue, get support at Square.
Purchase and use of the new Square Kiosk requires an active Square Plus or Premium subscription. Subscribers on other plans will be able to continue to use their existing Square Stand models with their existing plan. While Square Kiosk is not currently available with legacy pricing plans, such as Restaurants POS Plus or Premium, please reach out to your Account Manager for help with Square Kiosk order and setup.
Step 1: Restart your Square Kiosk
If the screen is unresponsive, perform a forced restart:
Press and hold the power button on the back of the device for 10 seconds until the screen goes dark.
Wait 5 seconds, then press the power button again to turn the device back on.
Wait for the device to fully restart, approximately 60 seconds.
Step 2: Troubleshoot WiFi connection issues
- On your Square Kiosk, swipe down from the upper right edge of the screen and enter your employee passcode.
- Tap Network connection to test connectivity.
- Review the connectivity test for any issues:
- If the connection strength is low or weak you may need to reposition your Wi-Fi equipment away from obstructions or closer to your Square Kiosk.
- If the connection speed is below recommended guidance for connection speed, certain features may be slow or delayed.
If your Square Kiosk won’t connect to WiFi:
- Check WiFi status: Go to Settings > Network on your device. Confirm your network appears in the list.
- Re-enter password: Select your network and re-enter the password. Passwords are case-sensitive.
- Restart your router: Unplug your WiFi router for 30 seconds, then plug it back in. Wait 2 minutes for it to fully restart.
- Restart your device: Press and hold the power button for 3 seconds, then select Restart.
- Check router settings: Ensure your router supports the Square Kiosk WiFi standard of 2.4GHz / 5GHz. Some networks require devices to be approved or allowlisted.
- Check distance: Move the device closer to your router or add a WiFi access point near the device.
If your Square Kiosk is connected to WiFi but cannot process orders or sync:
- Check if other devices on the same network have internet access.
- Check if your network has a captive portal (login page), the device may need to complete a sign-in.
- Check if your network firewall is blocking Square services.
- Try forgetting the network and reconnecting.
If your WiFi connects and then disconnects intermittently:
- Check WiFi signal strength at the device location, and move it closer to the router if the signal is weak.
- Check for interference from microwaves, Bluetooth devices, or other electronics near the device.
- Consider using a dedicated WiFi network for your Square Kiosk.
- Check if your router firmware is up to date.
Step 3: Change your Square Kiosk WiFi network
Update your WiFi network
Manually configure your WiFi network
Optional: Use an Ethernet connection
Square Kiosk can connect to Ethernet networks with the built-in Ethernet port. To use an Ethernet connection, connect an Ethernet cable to the back of Square Kiosk. The port is next to the power connection.