A stable internet connection is crucial to smoothly process orders, payments, and the overall operations of a restaurant. On rare occasions, the POS may become offline due to network issues. This article discusses the basic troubleshooting steps that you can take to identify the cause and resolve common network issues for a single offline POS. 

In this article, you’ll learn how you can tell when a POS is offline, as well as what could be causing offline issues and how to resolve them.

Indicators

Check the network status at the top right of the Table Map Screen or the menu screen. 

If the network status shows that it’s Online but is unable to process any orders or payments, reach out to the Eats365 support team via WhatsApp. If the POS shows that it’s Offline, continue with the troubleshooting steps below.

Common causes

• The iPad device may be faulty.
• The POS app might be outdated.
• A network fluctuation may have dropped the connection on the device.

Troubleshooting

To perform basic network troubleshooting, follow the steps below:

1. To rule out if the issue is due to the app itself losing connection, at the far right, tap . The app attempts to reconnect to the internet.
2. Open Safari and visit eats365pos.com. The following scenarios may occur:
   • Eats365 website loads but POS is offline
     The issue may be with the app. Go to the App Store to check if an update is available. If this doesn’t resolve the issue, proceed to step 3.
   • Eats365 website fails to load
     Visit a non-Eats365 website. 
     • If a different website successfully loads, there may potentially be server downtime. You may continue to use the POS in Offline Mode until the services are back online.
     • If a different website fails to load, try using a different device to browse the internet. If a different device can connect successfully, the issue may be with the POS iPad device. Check the iPad’s Wi-Fi settings or check if a System Update is available. If this doesn’t resolve the issue, proceed to step 3. If multiple devices can’t connect, refer to All devices offline.
     • If the POS is connected to the router using an Ethernet cable, try to switch the Ethernet port that the iPad is occupying from the back of the router or use a different Ethernet cable.
3. Reboot the router. To perform a reboot, follow the steps below:
   1. Unplug the router from the power outlet for one minute, then plug it back in.
   2. Wait until all of the lights from the router turn back on, then check if your devices can connect to the internet. If the connection to the internet still hasn’t been established, contact your Internet Service Provider (ISP).
4. Force close the Eats365 POS app. To quit the Eats365 POS app, follow the steps below:
   • iPad models with a home button
     1. Double-click the Home button to show your most recently used apps.
     2. Find the Eats365 POS app by swiping right or left in the App Switcher gallery.
     3. To close the Eats365 POS app, swipe up.
   • iPad models without a home button (iPad Air (4th generation), iPad Pro 11-inch, iPad Pro 12.9-inch (3rd & 4th generation))
     1. On the Home screen of the ‌iPad‌, or while in the Eatsa365 POS app, swipe up from the bottom of the screen and pause for a moment while still pressing the screen, then let go when the App Switcher appears.
     2. Find the Eats365 POS app by swiping right or left in the App Switcher gallery.
     3. To close the Eats365 POS app, swipe up.

Issue not resolved

If all other devices can connect to the internet, but the POS still shows as Offline, contact the Eats365 ServiceDesk Team through WhatsApp.