We need to know if the location has possibly gotten a new router or possibly unplugged something.

- What changed between now and when internet went out?

- Did we install a new modem, router, or switch? (if so, contact a support tech and / or view this article: Changing Router or ISP)

- Did we recently unplug or reseat any network connections?

- We need to be sure that Ethernet cables plugged into the terminals on one end and either wall / router / or switch on the other end have typically green and orange flashing lights for any and all connections along the path.

- Ensure cables are connected securely on both ends. Unplug them and plug them back in to be sure connection is not loose.

- If the cable does not have lights on both ends, try replacing the cable and seeing if that resolves the issue.

- You can determine which of your terminals is terminal 1 via the white bar on the bottom of the screen in the onePOS software. You will see a serial number and then -000X, that X number will be the number terminal you are looking at.

- Terminal software and launcher window need to be completely closed out so that only the windows desktop is viewable.

- Go to the manager menu and press Terminate System.

- Look in the bottom right-hand corner of the Windows Taskbar (white bar at the bottom of the screen) to determine network status.

- You are looking for a symbol that looks like a computer:

- If you do not see it, click on the arrow to the left of these icons to access more icons and you will see it here

- A globe (🌐) indicates the device is connected to the network, but the network is not connected to the internet.

- May indicate ISP or router issue. Contact your ISP to see if there is an outage.

- Restart your router by unplugging it for 30 seconds and plugging it back in. See Hardware article linked at beginning for more info.

- Restart your router or switch. More info on this can be found in the hardware article linked in the beginning.

- Red X means there is no connection being made, meaning the terminal is not detecting anything plugged into the ethernet port.

- May indicate ethernet cable needs replacement especially if we checked and saw there are no lights on it.

- Try and reseat (unplug and re-plug) cable on both ends and listen for a 'click' indicating secure connection. Some cables may not click, but you can very lightly pull on them to see if they are loose.