Network Troubleshooting - Software

Network Troubleshooting - Software

This article will go over the basic troubleshooting steps you can take for a network outage on the software side.


Preliminary

Have there been any recent changes to any network configuration physically or through software?

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

Specific Questions:
- 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?

Do the Ethernet cables have lights on both ends?

- 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.

What does Terminal 1 network status say?

- 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



Determine Network Status

- 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.

- Yellow triangle means there is some type of connection but there is an issue with it.
Alert
Sometimes just trying network troubleshooter resolves this or will better explain the problem.
- 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.

Newer Versions

- If you are a newer install, you will have a DHCP Launcher script on your desktop or within the windows file browser  C/onePOS/Install


- Click this to set to obtain. This will allow your systems to establish remote connection with the assisting tech.

Other Versions

- You will need to contact a support tech in order to change any other IP settings.

Warning
Do not change anything else related to IP on your own as this can create other issues.

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