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Troubleshooting Network & Connectivity Issues

Updated

Troubleshooting Network & Connectivity Issues

When your POS displays a flashing Orange or Red bar, it means your connection to the NX Cloud has been severed. While NX POS is designed to be resilient, getting back online is a priority to ensure real-time reporting and credit card verification.

Follow this checklist to identify and resolve the issue. 🕵️‍♂️

Step 1: Is it just one device? 📱

Check the status of other POS terminals or your personal phone.

  • If ONLY one device is offline: The issue is likely with that specific tablet or terminal.

  • If ALL devices are offline: The issue is likely with your router, modem, or Internet Service Provider (ISP).

Step 2: Check Device Wi-Fi Settings

If the issue is isolated to a single device, it may have dropped the Wi-Fi signal or connected to the wrong network (e.g., the "Guest" network instead of the secure "POS" network).

  1. From the NX Login Screen touch on the Cloud (☁️) icon, it will likely be red with a slash through it.

  2. Touch Device Settings

  3. Toggle Wi-Fi OFF, wait 5 seconds, and toggle it back ON.

  4. Ensure the device connects to the correct authorized network.

  5. Check for a "No Internet Connection" warning under the Wi-Fi name.

Step 3: Check Physical Hardware 🔌

If all devices are down, head to your networking equipment (Modem/Router).

  • Power: Is the router plugged in and powered on?

  • Cables: Are all ethernet cables click-locked securely into the ports? (Sometimes a loose cable is the only culprit!)

  • Lights: Look at the status lights on the modem.

    • Solid Green/White: Usually indicates a good connection.

    • Flashing Amber/Red: Usually indicates an issue with the ISP signal.

Step 4: The "Power Cycle" (Reboot) 🔄

When in doubt, reboot. This clears temporary cache issues that might be blocking the connection.

  1. Restart the Modem/Router: Unplug the power cable, wait 30 seconds, and plug it back in. Wait 2-5 minutes for it to fully reboot.

  2. Restart the POS Device: Fully power down the tablet or terminal and turn it back on.

Step 5: Verify Internet with a Speed Test

Once the equipment is back up, use a third-party device (like your smartphone) connected to the same Wi-Fi network to verify connectivity.

  1. Open a browser and go to a site like fast.com or speedtest.net.

  2. Run a test.

    • If the website loads and runs, the internet is back! 🚀

    • If the website fails to load, the outage is likely with your Internet Service Provider (ISP).

Step 6: Contacting Support 📞

If you have completed the steps above and still see the flashing Orange or Red bar:

  • If the Speed Test FAILED: Contact your ISP (Comcast, AT&T, etc.) immediately to report an outage in your area.

  • If the Speed Test PASSED but NX is still offline: Contact NX Support for further assistance, as there may be a firewall or configuration issue blocking the POS.

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