This troubleshooting guide aims to assist you in resolving common issues that may arise when using Square Point of Sale (POS) on an iPad. Please follow the steps outlined below to troubleshoot and address any problems you encounter.

Internet Connectivity Issues:

1. Ensure that your iPad or Android screen is connected to a stable Wi-Fi network. (Vala's Private in most cases)
   1. Restart your iPad: Press and hold the power button until the "Slide to power off" option appears. Slide it, wait for the iPad to turn off completely, and then press the power button to restart it.
   2. Restart your Android Screen: Pull the top right menu down twice. Select the power off icon from the bottom center of the screen. Select restart from the center of the screen. Select the KDS app from the home screen to restart the app.
2. If you still experience connectivity issues, contact IT.

Square or Event Manager Application Performance Issues

1. Close and reopen the Square POS or Event Manager app: Double-click the home button, swipe up on the Square or Event Manager app preview to close it, and relaunch the app.
2. Restart your iPad: Press and hold the power button until the "Slide to power off" option appears. Slide it, wait for the iPad to turn off completely, and then press the power button to restart it. Relaunch the app.
3. If you still experience application performance issues, contact IT.

Card Reader Problems

    A. Square Reader w/ Dock or USB/Base (Bluetooth/USB puck)

1. Wake/Reseat: Pull from dock/base, press the button once → wait for green LEDs.
2. Force‑quit & reopen POS app.
3. Bluetooth/USB check:
   • Bluetooth: toggle OFF/ON; keep within 10 ft.
   • USB: confirm cable is fully seated in the base and iPad adapter/hub.
4. Hard reset reader: Hold power ~20 sec (orange → red → off). Release after red stops.
5. Interference: Move away from microwaves, cordless phones, fluorescent lights, metal tables.
6. Order restart: You’ll have to rebuild it after relaunching the app.
7. Still broken? Contact IT on Radio Channel 1.

    B. Square Stand (built‑in reader)

1. Power & Cabling: Stand firmly plugged into the USB hub → hub into power.
2. Check Stand status: Any stand LEDs/error banners?
3. Force‑quit & reopen Square or SimpleTix app.
4. Power cycle stand: Unplug hub power for ~10 seconds, plug back in.
5. Try a different card.
6. Still failing? Contact IT on Radio Channel 1.

Receipt Printer Issues

1. Ensure that the printer is properly plugged into a power source and turned on.
2. Make sure there is a paper roll properly inserted into the printer. Replace the paper roll if necessary, ensuring that it is not too large or too small for the printer.
3. Confirm that the paper is feeding correctly and not jammed. Remove any stuck or jammed paper carefully, following the manufacturer's instructions.
4. If you still experience printer issues? Contact IT on Radio Channel 1.

KDS Issues

1. Ensure that the LCD and Android screen are plugged into a power source and turned on.
2. Ensure that the LCD HDMI cable is plugged into the Android screen adapter and the LCD.
3. Close and reopen the Square KDS app: Pull the menu bar up from the bottom of the screen with an upward swipe. Select the square on the lower right. Swipe the KDS app up to close. Select KDS icon from the home screen to restart.
4. Restart your Android screen: Pull the top right menu down twice. Select the power off icon from the bottom center of the screen. Select restart from the center of the screen. Select the KDS app from the home screen to restart the app.
5. Still experience KDS issues? Contact IT on Radio Channel 1.

For all other issues please contact IT on Radio Channel 1.