• Resolved shackbill

    (@shackbill)


    I am using the SQUARE plugin on TWO different eComm domains. One of them keeps disconnecting from my SQUARE account and I have to continually reconnect every day or so. The other domain – no problems. Is it possibly because I am using the same login account for both domains. Should that make a difference?

Viewing 8 replies - 1 through 8 (of 8 total)
  • Thread Starter shackbill

    (@shackbill)

    ALso, best i can tell this has occurred twice while someone was making a purchase. They were able to submit their CC info but got an error when pressing NEXT and WooComm would report a FAILED process. Other times users would see no CC input form in the Checkout Cart.

    Elvira K.

    (@treibalen)

    Hi there @shackbill,

    One of them keeps disconnecting from my SQUARE account and I have to continually reconnect every day or so. The other domain – no problems.

    I’m so sorry to hear that you’re having issues with Square! The fact that you’re using the same account on two sites shouldn’t interfere, but let’s have a look at the logs first.

    Can you please ensure that logging is enabled in WooCommerce > Settings > Square? Then, after another disconnect, please check the logs in WooCommerce > Status > Logs > choose logs that start with square in the drop-down.

    Also, please share a copy of your site’s System Status. You can find it via WooCommerce > Status.
    Select “Get system report” and then “Copy for support”.? Once you’ve done that, paste it here in your response in coding brackets.

    Cheers!

    Thread Starter shackbill

    (@shackbill)

    Actually i just realized DID have the logs enabled. HEre is the most recent message:

    10-29-2019 @ 20:08:28 – Connection successfully refreshed.
    10-30-2019 @ 18:12:02 – Disconnected due to invalid authorization. Please try connecting again.

    
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    • This reply was modified 5 years ago by shackbill.
    Paul C

    (@paulinbiz)

    Hello, I manage 7 different Ecom sites I am constantly having to reconnect Square as well This is costing sales, Please advise
    Thank you,
    Paul C

    Plugin Support con

    (@conschneider)

    Engineer

    Hi,

    We are currently investigating this but so far there is no pattern emerging. Could you ask your hosting provider for access logs and firewall logs and whether they can see if there have been blocked connections to https://connect.squareup.com/

    Kind regards,

    Thread Starter shackbill

    (@shackbill)

    i have the logs all the way back to ~28Oct and i dont see even one reference to connect.squareup.com I can send them to you if you give me an email address?

    (edit) NOTE: These are the raw access logs. I dont think there are firewall logs available. I asked and this is the links they gave me.

    • This reply was modified 5 years ago by shackbill.
    • This reply was modified 5 years ago by shackbill.
    Plugin Support con

    (@conschneider)

    Engineer

    Hi again,

    Ok we would like to take a closer look. Can you please submit a ticket via: https://woocommerce.com/my-account/create-a-ticket/

    Kind regards,

    Plugin Support con

    (@conschneider)

    Engineer

    Closing. See you in the ticket.

Viewing 8 replies - 1 through 8 (of 8 total)
  • The topic ‘Square (v2.05) Disconnects’ is closed to new replies.