All

Contact Us

If you still have questions or prefer to get help directly from an agent, please submit a request.
We’ll get back to you as soon as possible.

Please fill out the contact form below and we will reply as soon as possible.

    Login
English (US)
English (US)
Mandarin
Cantonese
  • Home

Troubleshooting

All Product

Contact Us

If you still have questions or prefer to get help directly from an agent, please submit a request.
We’ll get back to you as soon as possible.

Please fill out the contact form below and we will reply as soon as possible.

      • Troubleshooter
      • POS shows offline
      • All devices offline
      • POS can’t connect to a printer
      • Printer is unable to print (hardware issue)
      • Use Offline Mode during a network outage
      • Send POS diagnostics data to Eats365
      • QR Code not printed after placing order
      • Force delete a pending order
      • Resolve double printing issues
      • Cash drawer doesn’t open during transactions

Table of Contents

POS shows offline

Learn how to troubleshoot a POS that has lost connection to the network.

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.

Delete

Tips: 

  • If the issue is with a new iPad device, refer to Connect an iPad to a network.
  • For more information about networks, refer to Type of internet networks.

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  • The POS app might be outdated.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.

pos is offline pos disconnected from wifi

Was this article helpful?

Yes
No
Give feedback about this article

Related Articles

  • Use Offline Mode during a network outage
  • All devices offline
  • Types of internet networks
  • Connect an iPad to a network
            • Products
              • POS
              • mPOS
              • Eats365 Biz
              • Eats365 Marketplace
              • Branded Online Store
              • Kitchen Display System
              • Expedite Display
              • Scan-to-Order (BYOD)
              • Self-Service Kiosk
              • PhotoMenu
              • Queue Kiosk
              • Dynamic Digital Menu
              • Queue Display
              • Pickup Display
              • Customer Facing Display
            • Solutions
              • Online Ordering
              • Contactless Dining
              • Front of House
              • Guest Retention
              • Back of House
              • Back Office (Store End)
              • Multi-brand/Location Management (Enterprise)
              • Paperless Operation Experience
              • Payment
            • Restaurant Types
              • Quick Service Restaurant
              • Full Service Restaurant
              • Bars
              • Food Court
              • Cloud Kitchen
              • Food Retail
              • Self-service Restaurant
              • Enterprise
              • All-You-Can Eat (Buffet)
            • Resources
              • Eats365 Knowledge Base
              • Blog
              • Supported Hardware
            • Company
              • About Us
              • Success Stories
              • Referrals
            • Get In Touch
            • Contact Us
              • Eats365, Inc.
              • info@eats365.com
              • www.eats365pos.com
        • Contact Us
          • Eats365, Inc.
          • info@eats365.com
          • www.eats365pos.com
        • Get In Touch
          • Apple Mobility Partner
            twitter facebook eats365 linkedin
        • eats365
          © 2023 Eats365 Incorporated. All rights reserved.
Expand