A stable internet connection is crucial to smoothly process orders, payments, and the overall operations of a restaurant. On rare occasions, your iPad devices and printers may become offline due to network issues. 

This article discusses how to identify the cause of all devices going offline and the basic troubleshooting steps that you can take to restore connection. 

Indicators

The following scenarios can be observed during a network failure:

• No print jobs are being printed on printers connected wirelessly. 
  Note: You can still print normally if the POS and the printer are connected locally using an Ethernet cable.
• Eats365 Modules are unable to operate.
  Note: This doesn’t include the Kitchen Display System (KDS) and Customer Facing Display (CFD). The KDS and CFD do not require an internet connection to function. As long as they remain connected to the POS, both Modules’ functions remain normal.
• POS shows "Offline."

Common causes

• The router may have been accidentally unplugged from the power outlet.
• There may be a service outage.

Troubleshooting

To troubleshoot the issue, follow the steps below:

1. Check your router’s LED lights. You may need to refer to your router or Internet Service Provider’s (ISP) manual to determine what the lights represent. If there are lights that indicate service loss, contact your ISP.
2. Reboot the router.
   1. Unplug the router’s power cord from the power outlet.
   2. Leave the power cord unplugged for one minute, then plug it back in.
   3. Wait until all of the lights on the router come back on.
   4. Check if the issue is resolved. If this does not resolve the issue, proceed to the next step. 
3. Perform a power cycle on the iPad and printer.
   • iPad models with a home button
     1. Press and hold the top button until the slide to power off option appears.
     2. Drag the slider, then wait for 30 seconds for your device to turn off. 
     3. To turn your device back on, press and hold the top button until the Apple logo appears.
     4. Check if the issue is resolved. If this does not resolve the issue, proceed to the next step.
   • iPad models without a home button
     1. Press and hold one of the volume buttons and the top button until the power off slider appears.
     2. Drag the slider, then wait 30 seconds for your device to turn off.
     3. To turn your device back on, press and hold the top button until the Apple logo appears. Check if the issue is resolved. If this does not resolve the issue, proceed to the next step.
   • Printer
     1. Unplug the printer’s power cord from the power outlet.
     2. Leave the power cord unplugged for one minute, then plug it back in.
     3. Wait until all of the lights on the printer come back on. Check if the issue is resolved.

Issue not resolved

If all of your devices still appear offline after performing a power cycle on the router, iPad, and printer, contact your ISP.