How to troubleshoot the POS payment terminal

This article provides troubleshooting steps for the payment terminal if it's having trouble communicating with the POS.

✏️ Note - Any recent changes made to a store's ISP (internet service provider) or network hardware (modem, router, firewall, etc.) may effect the connectivity of the POS.

If a store has changed from land-based internet (like Google Fiber) to 5G or satellite internet, the new ISP may not be compatible with the Vori POS. If this is the case, switch the POS system back to the original ISP or contact a network technician for on-site assistance.

Follow these troubleshooting steps in order:

Check if the store's internet is down

Using a separate device like a cell phone or computer, open a web browser.
Navigate to a common website to see if it loads.
If the website does not load, the store's internet may be down. Use this article to confirm the issue is not device related; otherwise, contact the store's internet service provider.
If the store's internet is online, proceed to the next section.

Restart the POS App

On the main cashier screen, select the gear icon in the bottom right corner of the screen.
- This will open the System Status window.
Select Restart App on the System Status window
Log back into the POS app, and confirm the payment terminal's connection
If restarting the POS app does not fix the issue, proceed to the next section.

Reboot the Payment Terminal

On the payment terminal, press and hold the red and green buttons on the physical keyboard until a Reboot prompt appears on the screen
Tap the Reboot prompt on the payment terminal screen.
Tap OK on the final confirmation prompt on the payment terminal screen.
Wait about 30 seconds for the payment terminal to fully reboot.
1. Do not press any prompts on the payment terminal's screen while it is rebooting.
Once the payment terminal has reloaded the Welcome screen, restart the POS app again on the cashier screen.
Log back into the POS app, and confirm the payment terminal's connection.
If restarting the payment terminal does not fix the issue, proceed to the next section.

Example video below

Power cycle the POS lane

Look under the POS counter and locate the lane's UPS (Uninterruptible Power Supply).
- The UPS will look like a large power strip that all of the POS lane's power cables are running to
- If the UPS can't be found, trace any device's power cable and it should lead to the UPS
Power off the UPS by pressing and hold the UPS's power button for 5 seconds
- Example photo below
Wait 10 seconds for all peripherals to fully power off.
Press and hold the UPS's power button again for 5 seconds to power back on the system.
Once the system powers back on, enter the admin password on the cashier screen.
- The password is 654321.
Log back into the POS app, and confirm the payment terminal's connection.
If power cycling the lane does not fix the issue, proceed to the advanced troubleshooting section below.

Restart the Back Office Network Switch

Locate the back office network switch (it connects all lanes to the store network).
Unplug it from power, wait about 10 seconds, and plug it back in.
After a minute, check if the POS terminals are online.
If restarting the back office switch does not resolve the issue, proceed to the next section.

Restart the Store Modem

If the problem persists, locate the store’s modem (usually found in the back office or server room).
Unplug it from power, wait about 10 seconds, and plug it back in.
Wait a few minutes for it to fully restart, then check if the POS terminals are back online.

If the payment terminal is still unresponsive with the POS app, a component may have been damaged. Reach out to the Vori support line for help on next steps.