Understand September/October 2023 POS Changes in Shift4 Venue

Description: This FAQ outlines changes introduced in QS POS version 2.25.11 and later, including enhancements to offline transaction syncing, order state visibility, and diagnostic tools for PAX devices.

Why were offline indicators removed from the Orders List?

Update released: September 21, 2023

PAX devices batch sync offline transactions. If one transaction fails to sync, the entire batch is marked as unsynced. This limitation creates a misleading impression that no transactions have synced, even though most have.

To improve accuracy, the Offline Card Transactions metric in the Device Summary screen now serves as the definitive source for identifying unsynced offline transactions.

Why were Submitted and Submission Failed orders removed from the Orders List?

Update released: September 21, 2023

• Submitted Orders occur when a transaction is interrupted (e.g., device crash or reboot) after the card reader is initialized. The POS is unaware whether the transaction completed.

• Submission Failed Orders result from a cashier or guest canceling a transaction after card reader initialization or from a declined card that is not retried.

These orders are abandoned—not lost revenue—and do not require follow-up. Their visibility caused confusion and unnecessary concern.

They are still reported in DataNow to help identify irregular device behavior.

Note: The Submission Failed state will be renamed to Canceled in a future release (see FAQ #5).

What are Defective Orders in the Orders List?

Update released: September 21, 2023

Defective Orders typically occur when updates in Canopy or the Inventory Management System (such as deleted items) are not yet synced to the device.

These orders must be corrected before they can sync to the Shift4 Venue platform. To resolve:

1. Review the Defective Order details in the POS.

2. Make the necessary menu or item corrections.

3. Select the Sync button in the order's detail screen to resubmit.

How do I verify that a PAX device can sync offline transactions?

Update released: October 4, 2023

A stable internet connection is required to sync offline transactions. Misconceptions to avoid:

• The Android Wi-Fi icon shows signal strength to the access point—not internet connectivity.

• Ethernet connections do not guarantee reliable internet access.

To verify network readiness:

1. Navigate to Debug Info (Hamburger icon > Debug Info > Network).

2. Review the new Network troubleshooting section, which:

   • Checks firewall access to required domains/IPs with Configure Network Exceptions to Ensure Connectivity in Shift4 Venue
     Important: If any are marked as "FAILED," contact your network administrator.

   • Measures internet speed via Fast.com. Minimum required: 10 Mbps upload and 5 Mbps download.

If the device meets these criteria but still cannot sync, contact Shift4 Venue Support. Be prepared to share photos or video of the Network section.

What are Canceled POS orders in DataNow?

Update released: October 11, 2023

Previously, transactions abandoned after initializing the card reader were reported as Submission Failed. These are now accurately reported as Canceled in DataNow. This includes:

• Orders canceled by a cashier or guest.

• Declined card attempts that were not retried successfully.

Why does DataNow show Approved Offline Orders when the device shows 0 Offline Card Transactions?

Update released: October 11, 2023

This behavior relates to the batch upload issue noted in FAQ #1.

A nightly process now compares Approved Offline Orders with Lighthouse Transaction Manager (LTM) invoices. Orders approved in LTM are automatically updated to Completed.

Note: There may be a brief delay between sync and nightly reconciliation, causing temporary discrepancies in DataNow.

When should a manager clear the Orders List?

Update released: October 11, 2023

If the following are true:

• Approved Orders from prior events remain in the Orders List

• Offline Card Transactions count is 0

• Defective Orders count is 0

Then a manager may clear the list:

1. Go to Debug Info > Software

2. Select Clear

3. Enter the manager PIN to authorize

These orders have already synced; the device is simply unaware due to the batch sync issue described in FAQ #1.