Single device offline indicators

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

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If the network status shows that it’s Online but is unable to process any orders or payments, contact Eats365 Support by sending an email to support.hk@eats365.com. If the POS shows that it’s Offline, refer to the POS shows offline article.

POS can't connect to printer indicators

The following scenarios can be observed during a network failure:

• The printer doesn’t print when prompted.
• The printer shows up as “Disconnected” in the Printer Setup settings.
• A printer pop-up error appears on the POS app.

If you're experiencing the indicators above, refer to the POS can't connect to printer article.

Indicators

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

If the POS shows that it’s Offline, it could mean that the iPad device may be faulty, the POS app might be outdated, or a network fluctuation may have dropped the connection on the device. To resolve the issue, follow the troubleshooting steps below. If the network status shows that it’s Online but is unable to process any orders or payments, contact the Eats365 ServiceDesk Team through WhatsApp.

Troubleshoot

1. On the POS, tap Refresh to reconnect the POS to the internet.
   
   
2. Open your web browser and visit eats365pos.com.
   • If the website is able to load but the POS is still offline, the issue may be with the app. Open the Apple App Store and check if an update is available.
   • If the website doesn’t load, visit a non-Eats365 website.
     • If a different website successfully loads, there may potentially be server downtime. Refer to Maintain restaurant operations using Offline Mode to learn how to continue using the POS while offline.
     • If a different website fails to load, use a different device to browse the internet. If the 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 the POS is connected to the router using an Ethernet cable, 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.
4. Force close the Eats365 POS app.

For detailed troubleshooting steps, refer to POS shows offline.

Indicators

The following scenarios can be observed during a network failure:

• No print jobs are being printed on wireless printers. 
  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 don’t require an the internet connection to function. As long as they remain connected to the POS, both Modules’ functions remain normal.
• POS shows "Offline."

To resolve the issue, follow the troubleshooting steps below. If the network status shows that it’s "Online" but is unable to process any orders or payments, contact the Eats365 ServiceDesk Team through WhatsApp.

Troubleshoot

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.
3. Perform a power cycle on the iPad and printer.

For detailed troubleshooting steps, refer to All devices offline.

Network Outage

If your internet service provider confirms that there is a network outage, or if your router or modem displays red LED lights, or is missing a few lights, your devices may encounter communication problems and experience syncing issues.

You may refer to Maintain restaurant operations using Offline Mode to allow your devices to continue working, even without a stable network connection.

Indicators

The following scenarios can be observed when the POS can’t connect to the internet:

• The POS app fails to open.
• The POS shows that it’s "Offline."
• No print jobs are being printed.

To resolve the issue, follow the troubleshooting steps below. If the network status shows that it’s "Online" but is unable to process any orders or payments, contact the Eats365 ServiceDesk team through WhatsApp.

Troubleshoot

1. Check if the POS is connected to the network. On the iPad device, tap the Wi-Fi icon. Look for the check mark beside the network that your POS and its Modules should be connected to.
   
   
   • Check if there’s an exclamation point beside the Wi-Fi icon. This indicates an issue with your internet connection.
     
     
2. Check your router’s LED lights. You may need to refer to your router or Internet Service Provider (ISP) manual to determine what the lights represent. If there are lights that indicate service loss, contact your ISP.
3. On the POS, tap Refresh  to reconnect the POS to the internet.
   
   
4. Open your web browser and visit eats365pos.com.
   • If the website load but the POS is still offline, the issue may be with the app. Open the Apple App Store and check if an update is available.
   • If the website doesn’t load, visit a non-Eats365 website.
     • If a different website successfully loads, there may potentially be server downtime. Refer to Maintain restaurant operations using Offline Mode to learn how to continue using the POS while offline.
     • If a different website fails to load, use a different device to browse the internet. If the 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 the POS is connected to the router using an Ethernet cable, switch the Ethernet port that the iPad is occupying from the back of the router or use a different Ethernet cable.
5. Reboot the router. 

For detailed troubleshooting steps, refer to POS unable to connect to the internet.

Network Outage

If your internet service provider confirms that there is a network outage, or if your router or modem displays red LED lights, or is missing a few lights, your devices may fail to communicate with one another and may experience syncing issues. 

You may refer to Maintain restaurant operations using Offline Mode to allow your devices to continue working, even without a stable network connection.

Indicators

Some Eats365 Modules may experience issues on Android devices. These issues may range from the following:

• Frozen or unresponsive UI
• Slow or laggy UI responses
• Outdated information

To resolve the issue, follow the troubleshooting steps below. If the problem persists and is only happening on the Android device without affecting other devices, then the cause may be with the device itself. Older Android phone models may have lower processing power or memory to run current apps properly. Consider installing the Module on a different device to resolve the issue, or contact the Eats365 ServiceDesk Team through WhatsApp.

Troubleshoot

1. Check if an app update is available.
2. Force close all apps. Performing this step frees up your Android device’s memory. 
3. Clear the Module’s app cache and data.
4. Turn off Battery Saver. Battery Saver is a function on Android devices that limits performance to consume less battery. In some instances, this option may cause syncing issues as well as prevent background apps from running. 

For detailed troubleshooting steps, refer to Performance issues on Android devices for Modules.