Chapter 10 — Working offline and troubleshooting
In this chapter: how the register behaves when the internet drops, the sync queue, and solutions to common problems.
10-1. Losing the internet — don't worry
The register is built to work without the internet:
- When the connection drops, the "Offline — no internet access" bar appears; keep on selling. The catalogue is read from the device's memory and sales are saved on the same device.
- As soon as you're back online, the "Connection restored" message appears and the data is sent automatically.
What doesn't work offline?
Anything that needs the server or an external service: payment with the card reader, an email receipt, real-time customer/credit information, and syncing with other devices. Cash payment is fine.
10-2. The sync queue (Sync-Warteschlange)
- In the sync queue, you see the baskets and orders waiting to be sent.
- Each item has a status: synced / sending / needs review.
- With Sync All (or just baskets / just orders), start the send manually.
- The colour indicator on each basket in the baskets bar tells you the same thing: local only / saved / synced.
⚠️ Before closing the day, make sure the queue is empty. An order that has stayed only on the device isn't seen in reports or the dashboard until it's sent. If an item is marked "needs review" and won't go through, contact support — don't delete it.
10-3. Updating the app
When a new version is released, the "Reload" message appears. Finish the current sale first, then tap Reload. The "The app is ready to work offline" message means the new version has fully downloaded.
10-4. Common problems and solutions
Problem | Solution |
|---|---|
The receipt won't print | Check that the printer is on and has paper → in Settings → Bridge, tap the printer "Test" button → make sure the Bridge app is running and connected (the Bridge address in Settings is correct). You can reprint the receipt from within the order. |
The card reader isn't responding | Check the Bridge status (the "POS Terminal" card should be connected) → turn the card reader and Bridge off/on once → until it reconnects, take the payment in cash or by another method. |
The kitchen ticket didn't arrive | Tap the "Resend tickets" button in the basket → check the kitchen display/printer connection. |
A product can't be found in the register | Tap "Reload local data" to refresh the catalogue → make sure the product is assigned to this location (Chapter 8). |
The scale isn't being read | Check the scale connection in Settings → Bridge → temporarily tap "Manual entry" for the weight. |
A discrepancy when closing the shift | Review the shift transactions; look for an unrecorded pay-out/pay-in (Chapter 7). |
A "signature pending" message on the receipt (RKSV) | The sale is valid; the signature is completed automatically later. If it continues for a long time, check the certificate status in Settings → Zertifikat and inform your manager. |
"Access Denied" | Your role doesn't have this permission; ask your manager to correct the access in the dashboard → Users → Roles. |
An error page / incomplete loading | Tap the "Try again" button or refresh the page; if it continues, log out and back in once. |
10-5. Contacting support
When reporting a problem, have these ready: the location and register name, the exact time it happened, the order number (if there is one) and the exact wording of the error message. A screenshot is the best help.