Important
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.
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
Tap OK on the final confirmation prompt
IMPORTANT: No further action is needed on the payment terminal for this process.
After 30 seconds, the payment terminal should be fully rebooted and the payment processing app should automatically reopen.
Once the payment terminal has fully opened on the payment terminal, restart the POS app.
Directions can be found in the previous section in this page.
Log back into the POS app, and confirm the payment terminal's connection
Example video below
If restarting the payment terminal does not fix the issue, proceed to the next section.
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.
Advanced Troubleshooting
The connection settings of the payment terminal may have been adjusted within the POS app. This section covers how to look up the connection settings of the payment terminal, then how to update those settings in the POS app:
Close the payment processing app
Swipe up from the bottom of the payment terminal touchscreen
If done correctly, a black bar and an arrow icon point left should appear at the bottom of the touchscreen
This may require multiple attempts
On the black bar at the bottom of the touchscreen, quickly tap the left arrow icon twice
If done correctly, an on-screen keyboard should appear
This may require multiple attempts
Enter the system password pax9876@@
If done correctly, the payment processing app should close, and the main screen of the payment terminal should be loaded
If the password attempt fails, the password has been mis-entered and another attempt should be made
Tap the ?123 icon on the bottom left corner of the keyboard to input the special characters for this password
Open DCDirect
On the main screen of the payment terminal, tap the DCDirect icon
In the DCDirect app, if all three connectivity status icons are green then the payment terminal is communicating normally with the server. Any red icons on this window may indicate
Store internet is down
A network cable is unplugged or damaged
IMPORTANT: If the store has recently switched to a 5G modem, the connection status of the screen may falsely show positive connectivity.
Leave the DCDirect app open on the payment terminal and move to the cashier screen for the next phase of troubleshooting
Open & change terminal settings on the POS app
On the main cashier screen, find the Date & Time display on the bottom of the screen
Quickly tap the Date 3-5 times.
A hidden peripheral settings popup window should appear
Take note of the Terminal section of the popup window on the cashier screen. The settings for Serial Number & IP Address across DC Direct & the cashier screen popup must match.
Example of a settings mismatch below:
If information in either field of the Terminal section of the POS app does not match the DCDirect app, update the appropriate field of the Terminal section.
Once all information has been updated, exit the popup window on the POS App by tapping the X in the top right corner of the window.
Tap the Get Parameters button on the payment terminal's touchscreen.
The terminal's touchscreen should then display a Parameter Download prompt on-screen.
Have the store user tap Confirm on the Parameter Download prompt
IMPORTANT: No further action is needed on the payment terminal for this process.
After 1 minute, the terminal should be rebooted and the payment processing app should reopen
Once the payment processing app on the terminal is fully reloaded, go back to the cashier screen of the POS app
Restart the POS app.
Directions for this process may be found at the top of this document.
Log back into the POS app and run a test card payment to confirm the payment terminal is communicating with properly with the POS
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.