This will be a basic outline on what to do if a POS is Offline. Unfortunately, certain locations can be unique which adds additional obstacles to network troubleshooting so this will just cover the basics.

Step 1

Determine if the back of the house computer, BOH, is Online

                The easiest way to do this is to have someone try to access a website but some people will also know to check the connection icon.

                If the BOH is Online that is good and you can move onto step 2.

                If the BOH is Offline we will need to determine why. If the store is unsure on how the computer is connected to the modem the cable will need to be found and traced to the modem. Once the       modem is found it will need to be confirmed if it is on.

If it is on, restart it. If it is off, try to turn it on by pressing the power button and making sure it is plugged in. If the BOH is unable to get a connection from the modem now is a good time to call the       ISP to try and determine if the problem is on their end.

Step 2

Make sure the Cradlepoint is on and has a SIM card in it

                All stores have a Cradlepoint but not all Cradlepoints have an active SIM card in them. The following links are guides on how to insert a SIM card and will make a good reference in finding out if it has a SIM card in it:

https://desk.zoho.com/support/goshenterprises/ShowHomePage.do#Solutions/dv/366826000000522059

https://desk.zoho.com/support/goshenterprises/ShowHomePage.do#Solutions/dv/366826000000522077

                If a SIM card is missing one will need to be purchased. We recommend AT&T or Verizon.

                If the Cradlepoint has a SIM card in it, remove the cable from the WAN port and restart the Cradlepoint. Cradlepoints take a while to fully come back on so wait about five minutes and check the       status of the POS.

Step 3

The switch and ethernet cables

                If the Cradlepoint is on, properly working, and has an active SIM card in it something is more than likely wrong somewhere in the middle.

                It is a good idea to start with the switch. The switch is a small box under the counter where the POS is located. Most commonly they are black and say Monoprice on them. Netgears, which are       blue, are also used. Once the switch is found you will have to make sure that it is powered on and the connections are good.

                If a connection is good, each port with a cable plugged into it will have a light on. If the light is off the ethernet cable is more than likely bad. You will need to figure out how the POS is connected       to the back where the Cradlepoint and Modem are and what might be disconnected/damaged in this path.

                It can take a while to determine what connections might be bad. If you find an obviously damaged cable replace it with a new one. If no spares are on hand it is possible to take one from the KDS.       It is better to have an Offline KDS and an Online POS than it is to have Offline everything.

Step 4

If all else fails…

                Step 3 can take a long time depending on the store. Sometimes the problem cannot be determined or it cannot be fixed at the moment. If this happens it is recommended to move the Cradlepoint       to where the POS is.

                When the Cradlepoint is where the POS is you should plug all POS and KDS into the Cradlepoint and restart the Cradlepoint.

                If this is done try and make sure this is not how things will be left. The Cradlepoint is placed in the back office because accidents happen and the Cradlepoint is at a higher risk of damage when       out near the POS.