Description: In this guide, you will find tips on some common troubleshooting issues. If you encounter something that is not addressed in this guide, please reach out to help@venuenext.com or your Account Manager.
OFFLINE MODE
Q: Our network is in/out and our workstations keep going offline and online, causing us to operate slower than usual. How do I force each workstation offline?
1. Select the Menu icon in the top-left corner of the POS screen.
2. Under the drop-down menu, select Debug Info.
3. Move the toggle slider under Payment Processing Mode to Offline Only.
• Operating in Offline Mode allows you to seamlessly process transactions when the network has been lost or speeds have significantly slowed.
• It’s also useful if you know you’re not going to have a network in a specific area.
• Keep in mind that processing in Offline Mode does not guarantee that every sale will be successful upon upload as you will not be able to determine which cards declined until then.
SYNCING OFFLINE TRANSACTIONS
Q: Now that our event is over, how do I upload all of the transactions I took while offline?
1. Select the Menu icon in the top-left corner of the POS screen.
2. Under the drop-down menu, select Debug Info.
3. Move the toggle slider under Payment Processing Mode to Online First.
4. Go back to the Menu and select Refresh Config from the drop-down list.
• If you have a connection, you will see Config refreshed successfully.
• If you don't have a connection, you will see Failed to refresh config.
5. Finally, navigate back to the Menu and select Orders > Device Summary > Sync Orders
6. Your orders should begin syncing. If you encounter issues with syncing, please contact help@venuenext.com.
CANOPY & MENU MANAGER UPDATES
Q: I made changes to my menu, users, and taxes, but they’re not taking effect on my terminal. How do I get the changes to come across?
1. Select the Menu icon in the top-left corner of the POS screen.
2. Depending on the change that is taking place, select one of the following options from the drop-down menu:
• If it’s a Menu Update (such as pricing or items being removed/added), select Refresh Config.
• If it’s a Tax Change or User Addition, select Sync Network Data.
3. Select the option that corresponds to the change taking place, keeping in mind that after you’ve made the change in Canopy/Menu Manager, it may take up to five minutes to reach the workstation(s).
Q: I’ve completed the above steps and waited several minutes before selecting Refresh Config and Sync Network Data and my changes still aren’t taking effect, what else can I do to push the changes down?
1. In this rare instance, you will have to fully remove/disconnect the Customer-Facing Display (A3700) from the Cashier-Facing Display (L1400) and then restart the L1400.
2. Once the L1400 has booted back up, select the VenueNext POS App and then repeat the steps of Refresh Config or Sync Network Data and any changes you made should be recognized by the POS.
If the above steps are giving you trouble and your changes still are not taking then please contact help@venuenext.com.
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