Troubleshooting
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      How to troubleshoot network connectivity issues with the POS

      This article outlines troubleshooting steps to help resolve network connectivity issues effecting the POS.

      ✏️ Note - Please review the network diagram below that illustrates how the Vori POS connects to a store's network

      Introduction

      If the POS is unable to process credit card payments or sync product changes, the store's internet may be experiencing an outage. Follow these steps to locate the source of the issue and resolve it:

      Check the internet connection

      1. Use a device that’s connected to the store’s network (like a smartphone or a laptop).

      2. Open a web browser and try to visit a common website (like www.google.com).

      3. If the website doesn’t load, the internet may be down. In this case, contact the store's internet service provider for support.

      4. If the website loads, the internet is working, so the issue may be with the store’s POS system.

      Restart the Lane Network Switch

      1. Locate the network switch located under the POS counter.

        • The lane's network switch should have several ethernet cables running into it, with one connecting the POS computer, and another connecting to the payment terminal

      2. Unplug the switch from power, wait about 10 seconds, and plug it back in.

      3. Give it a minute to reconnect and check if the POS terminals are back online.

      4. If the POS is still experiencing network connectivity issues, proceed to the next section.

      Restart the Back Office Network Switch

      1. If the POS terminals are still offline, locate the back office network switch (it connects all lanes to the store network).

      2. Unplug it from power, wait about 10 seconds, and plug it back in.

      3. After a minute, check if the POS terminals are online.

      4. If the POS is still experiencing network connectivity issues, proceed to the next section.

      Restart the Store Modem

      1. If the problem persists, locate the store’s modem (usually found in the back office or server room).

      2. Unplug it from power, wait about 10 seconds, and plug it back in.

      3. Wait a few minutes for it to fully restart, then check if the POS terminals are back online.

      If the problem continues, contact the store's IT administrator or an IT technician for assistance.