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Troubleshoot Network Connectivity Issues with the POS

Learn how to resolve network problems affecting your POS system.

Table of Contents

  1. Check the Internet Connection
  2. Restart the Lane Network Switch
  3. Restart the Back Office Network Switch
  4. Restart the Store Modem
  5. Other Troubleshooting Steps

Introduction

If the POS isn’t processing credit card payments or syncing product updates, your store may be experiencing an internet outage. Use the steps below to identify and resolve the issue.

✏️ Note: Please review the network diagram below to understand how the Vori POS connects to your store's network.

Check the Internet Connection

First, confirm whether the issue is with the store’s internet or just the POS system.

  1. Use a device connected to the store’s network (e.g., a smartphone or laptop).

  2. Open a browser and go to a common website (e.g., www.google.com).

  3. If the website doesn’t load, the internet may be down.

    1. Contact your store’s internet service provider.

  4. If the website does load and the internet is working, the issue may be with the POS network setup.

⚠️ Caution: Offline payments cannot be enabled or processed without a hardwired internet connection. The POS is not compatible with mobile hotspots or WiFi.

✏️ Note: If offline payments are already enabled, the POS can still collect debit and credit card transactions during an outage. Learn more in the Process Offline Payments in Vori POS article. 

💡 Tip: To enable offline payments while the store’s internet is down, contact Vori Support.

Restart the Lane Network Switch

If the internet is working, try restarting the local network switch connected to the POS terminal.

  1. Locate the network switch under the POS counter.
    (It typically has several Ethernet cables—one to the POS computer, one to the payment terminal.)
  2. Unplug the switch from power.
  3. Wait 10 seconds.
  4. Plug the switch back in and wait 1 minute.
  5. Check if the POS terminal is back online.

Restart the Back Office Network Switch

If restarting the lane switch didn’t work, the issue might be with the back office switch that connects all lanes to the network.

  1. Locate the back office switch that connects all lanes to the store network.

  2. Unplug it from power.

  3. Wait 10 seconds.

  4. Plug it back in.

  5. Wait 1 minute, then check if the POS terminal is online.

Restart the Store Modem

Still having issues? Restarting the modem can reset the internet connection across the store.

  1. Locate the modem (usually in the back office or server room).

  2. Unplug it from power.

  3. Wait 10 seconds.
  4. Plug it back in and wait a few minutes for it to fully restart.
  5. Check if the POS terminals are back online.

Other Troubleshooting Steps

If the POS is still offline after completing these steps:

  • Confirm all cables are securely connected to their respective ports.

  • Try restarting the POS.

  • Contact your IT administrator or an IT technician for additional help.

  • Reach out to Vori Support for further troubleshooting.