Design Flaw in Dock for Tap/Chip reader? Can't wake up reader!

ChloeKestan
Tourist
7 0 2

Hi Shopify Community!

 

I finally received the complete Shopify POS retail system recently and can't seem to figure out a major issue. My tap/chip reader goes into a dock (https://hardware.shopify.com/products/shopify-dock-for-tap-chip-reader) which is drilled and screwed into my marble counter top (I actually have 2 complete stations built into an 8 foot marble top). However, when you come into the store first thing in the morning or there is a lull during the day and a customer comes to check out, the card reader is asleep! Online help says you must "wake" the reader by pressing on the blue button, however, being built into the dock I have no access to the blue button. The only way is to dismantle the thing (there's a plastic insert on top, then take out the reader) to get to the blue button. Especially hassle-some because the reader is facing outwards towards the customer.

 

Are there any other ways to keep the reader from going to "sleep"? Or is it a connection/software error? Both of my systems do the exact same thing where when checking out either first customer of the day, or after a period time, the reader is just not connected to the Ipad and there is no blue blinking light as well. 

 

Any help would be greatly appreciated! Especially any help with not needing to dismantle the dock in front of the customer would be best!

 

-Chloe

Greg_Kujawa
Shopify Partner
1016 83 226

We purchased this same setup for testing Shopify POS. And have found with a lot of these newer tablet-based POS systems the Bluetooth peripherals can go to sleep and lose connectivity. Receipt printers, barcode scanners, payment terminals, etc. Too bad the dock wasn't designed to at least expose the blue button on these!

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ChloeKestan
Tourist
7 0 2

Hi Greg,

 

Yes!! Totally agree!! Recently for a period of time our mPop star machine was losing connection as well with it's receipt printer and we couldn't print any out for customers without going through a whole connect/reconnect deal. Although we are all part of the first group to get the complete Shopify POS system really hope they can help us out because we are the ones on the front lines! 

 

Cheers,

Chloe

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Bowhill
Tourist
10 0 7

We have had six of the Tap and Chip readers. They are constantly needing reset with a pin. Two died completely and it takes ten days to get replaced. None of mine where able to get warranty return even though less than 30 days old. I am getting no response at all from warranty or return requests. I filled out online and after weeks...no response. 

We moved our main location and our 5 pop-up markets to Shopify POS but will likely need to move back due to reader issues. We do like the software better and that it

integrates with our online selling. But card readers are critical...period.

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Greg_Kujawa
Shopify Partner
1016 83 226

This seems to be a common issue with the new hardware. I have a test setup here and haven't run into the issue. Then again I haven't rung test transactions consistently on a regular basis. From past recollection, when I did run into the issue I reset the iPads network connections and ensured I was updated to the latest version of Shopify POS. That usually did the trick.

You'd think that there would be a firmware update made available for the Tap/Chip Reader if it's the source of the issue. What's a concern is that this bug has been prevalent for so long, this is the latest and greatest hardware being promoted and sold, and seemingly defective hardware can't be returned for refund.  

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Bowhill
Tourist
10 0 7

Yes there is no way to send back for warranty or refund after 30 days.  We are becoming very sorry we switched our POS system.

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DesignerJoe55
Excursionist
11 0 8

We have the same issue. The old swipe/chip readers worked great. We never had issues with them, until one eventually died. We decided to replace both of them with the new, tap & chip model. They are in the docking station, like some of the other people who posted, and have no access to the blue button. It's incredibly frustrating to have to take it apart and push the button all the time. It's even more frustrating when that doesn't work half of the time and we need to disconnect the reader and pair it again. Apologizing to customers during the whole process. Really wish they could fix that. Or make the reader not go to sleep. 

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