Sync a Device After Running in Offline Only Mode in Shift4 Venue

What Is Causing This Issue?

When a Shift4 Venue device is used in Offline Only mode during an event, orders are stored locally and are not sent to the server until a manual sync is performed. After switching back to Online First mode, the device must be on a stable network connection to sync those stored orders successfully.

How Do I Resolve This Issue?

Follow the steps below to sync the device after running in Offline Only mode.

Switch Payment Processing Mode to Online First

1. Select the hamburger menu, then select Debug Info.
2. Select the Hardware tab.
3. Toggle Payment Processing Mode to Online First.

Confirm Network Connection

A stable network connection is required to sync offline orders.

1. Select the hamburger menu, then select Refresh Configuration.
   • If the connection is active, the message Config refreshed successfully displays.
   • If there is no connection, the message Failed to refresh config displays. Resolve the network issue before continuing.
2. Once the connection is confirmed, navigate to the hamburger menu and select Orders > Show Summary > Sync Orders.
3. Allow the device time to complete the sync.

Note: If the unsynced order counts are not showing zero after the sync completes, continue to the troubleshooting steps below.

Troubleshoot a Stuck Sync

If the device is stuck syncing and the unsynced order counts are not changing, follow these steps. Only attempt these steps if the device is on a stable network connection.

1. Reboot the device.
2. From the home screen, navigate to Android Settings > Apps. Scroll down and select Shift4 Venue. Select Force Stop, then select OK. Return to the home screen and open the Shift4 Venue app.
3. Log in to the app and navigate to the Device Summary screen, then select Sync Orders to initiate a fresh sync.

Warning: Do not clear the Shift4 Venue app data. If the unsynced order counts are still not showing zero after completing the steps above, submit a Shift4 Venue support ticket for further assistance.