Android Tablet - Troubleshooting

Android Tablet - Troubleshooting

Android Tablet - Troubleshooting:

Troubleshooting an Android tablet app that is not functioning can involve several steps to identify and resolve the issue.

**Support Notice: All Techs make sure to understand: Is the issue happening to all tablets or just one? When was the last time it worked properly? What has changed since the last time it worked? Repeat the issue you are hearing to confirm that you fully understand the issue.  

Common Solutions: Check the Network Connection, Restart the App, Restart the Tablet, and Check the App Version. 


Check Network Connection: The onePOS app "Requires" an active connection to the "Correct" WiFi SSID to function correctly.  The  SSID must be on the same local area network as the POS system and it can not be a guest network as that will block the communication. 

1. Swipe down and long press on the WiFi icon (If the icon is grey, the WiFi is turned off.) 

2. Ensure that the tablet is connected to the correct WiFi SSID
(The restaurant manager should know what network the tablet needs to be attached to)

3. If the tablet is unable to connect, try restarting the tablet. If all tablets are unable to connect, try restarting the AP (Access Point) 

Restart the App: Close the app completely and relaunch it. Swipe it away from the recent apps list or use the multitasking button to close it. Then, try opening the app again to see if the issue persists.

Restart the Tablet: Sometimes, a simple restart of the tablet can resolve many app-related problems. Press and hold the power button, then select "Restart" or "Reboot" from the menu that appears.

Check the Version: Make sure the onePOS app version matches the onePOS terminal version of the software. If the first two sets of numbers "XX.X" do not match, uninstall the app and install the correct version from the Google Play Store.
 


Scenarios:

Message on the Screen "POS Server is not reachable" 

This happens when the tablet is unable to communicate with the POS Server (Usually Term01). 

If this is happening to all tablets 


If this is happening to only one tablet 

The App Starts to Load and then Crashes.


Possible Issue: The WiFi is Turned Off.
Solution: Turn on the WiFi for the Tablet.


Possible Issue: The WiFi Adapter is Unresponsive. 
Solution: Restart the Tablet.


The WiFi SSID is not showing or the Tablet is unable to connect to it

Possible Issue: The AP Access Point needs to be restarted
Solution: Here is a KB on restarting an AP: Restarting an Access Point (AP) powered over Ethernet (POE)

The Tablet is Unable to Connect to the EMV Reader

Possible Issue: Bluetooth Turned Off.
Solution: Turn Bluetooth On. 

Possible Issue: The EMV Reader Turned Off 
Solution: Turn the EMV Reader On

Possible Issue: The EMV Reader Battery Is Low or Dead
Solution: Fully Charge the EMV Reader and Tablet

Possible Issue: The EMV Reader and Tablet are not Paired
Solution: Pair the EMV Reader to the Tablet
Here is a link to a KB on Pairing the EMV to the Tablet: Bluetooth Chipper Pairing Android

Possible Issue: The EMV Reader needs to be Reset.
Solution: Here is a KB on Resetting the Chipper: Hard Reset BBPOS EMV Readers
 

Other Troubleshooting Suggestions 

If the problem persists, try these troubleshooting steps

Clear App Cache: Go to the device's "Settings," then navigate to "Apps" or "App Manager." Find the app in question, tap on it, and then select "Storage & Cache." From there, you can clear the app's "Cache".
Note that "Clear Storage" will delete the app data and settings or saved information.


Clear App Cache and Data: Go to the device's "Settings," then navigate to "Apps" or "App Manager." Find the app in question, tap on it, and then select "Storage & Cache." From there, you can clear the app's cache and data. Note that "Clear Storage"  will delete the app data settings or saved information.
If you "Clear the Data" this action will clear all the settings from the app, and it will need to be reconfigured.
Here is a link to the KB on configuring the tablet: Reconfigure the Tablet

Uninstall and Reinstall the App: If none of the above steps work, consider uninstalling the app completely and then reinstalling it from the Google Play Store. This often resolves persistent issues.
Performing this action will clear all the settings from the app and it will need to be reconfigured.
Here is a link to the KB on configuring the tablet: Reconfigure the Tablet

Check for Device Storage: Insufficient storage space on the device can cause apps to malfunction. Go to "Settings" > "Storage" and check the available space. If it's low, consider deleting unnecessary files or apps to free up space.

Disable/Enable App: In the "Apps" or "App Manager" settings, find the problematic app and try disabling it, then re-enabling it. This action sometimes helps to reset the app's settings and resolve minor issues.

Check for Conflicting Apps: Sometimes, conflicts between apps can cause issues. If the problem app started misbehaving after installing another app, try uninstalling the recently installed apps to see if that resolves the issue.

Update Android OS: Ensure that your Android tablet has the latest operating system updates installed. Go to "Settings" > "System" > "System updates" and check for any available updates.

Uninstall and Reinstall the App: If none of the above steps work, consider uninstalling the app completely and then reinstalling it from the Google Play Store. This often resolves persistent issues.
Performing this action will clear all the settings from the app and it will need to be reconfigured.
Here is a link to the KB on configuring the tablet: Reconfigure the Tablet

If the problem persists after trying these troubleshooting steps, you may want to contact the support team for further assistance.

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