Troubleshoot POS issues in Shift4 Venue

Description: This guide explains how to troubleshoot common issues on your Shift4 Venue point-of-sale (POS) device, including QR code screens, network problems, and slow performance.

Resolve "QR Code Only" Screen

If your device (POS or Orderboard) only displays a QR code, follow these steps:

1. Register the QR code
   1. Take a photo of the QR code, then submit a support request with the image attached. You can also email the Help Desk directly.
2. Select your device type
   1. Once the QR code is registered, choose the Concessions POS option from the device type menu.
3. Assign the correct menu
   1. Select the appropriate Menu for your location to complete setup and access the POS screen.

Check if the POS is Online

Use these visual indicators to confirm your online status:

• A network icon appears at the top-right of the screen, next to the word Network.

• If the system is running slowly or showing signs of being offline, check this icon for connectivity status.

Troubleshoot Connectivity Issues

1. Select the three horizontal line menu, then select Orders.
2. If an order is highlighted, select the X in the top-right corner.
3. Review the Total Revenue and Order Count for your POS location.

If the network is delayed or offline, the Orders Created count may be higher than the Orders Synced count.

To manually sync orders:

• Scroll to the bottom of the Summary page.

• Select Sync Orders Now or Sync Refunds Now, depending on which orders are out of sync.

Note: The system automatically syncs throughout service. Manual sync triggers a new attempt but is not required for the system to eventually catch up.

Fix Slow Device Performance

If your PAX device is running slowly, clear the app data using these steps:

1. Press the Power button on the top-right of the device.

2. Select Reboot.

3. Wait approximately two minutes for the device to restart.

4. Select the Settings widget.

5. Enter the device passcode: 9876.

6. Select Apps in the Settings menu.

7. Select the Shift4 Venue app.

8. Select Storage.

9. Select Clear Data.

10. Tap the O icon at the bottom-center to return to the home screen.

11. Relaunch the Shift4 Venue POS app.

Important: If there are unsynced orders, they will be lost after clearing data. Make sure all orders are synced before proceeding. Contact venuesupport@shift4.com if issues continue.