Your Command Center: The System Status Section 🩺

Overview

System Status is the health dashboard for your venue, built right into the NX Portal. Think of it as the checkup room for your restaurant's technology — a single place to see whether your registers are online, your printers are firing, your payments are flowing, and whether that one weird check actually went through the way it should have.

You'll find it in the left navigation under Help & Support → System Status.

A few things to know before you dive in:

• Pick your venue first. Use the venue dropdown in the top-right corner (for example, La Planchada) to choose which location you're looking at. Everything on the page updates to that venue.
• Look for the LIVE badge. Tabs marked ● LIVE refresh on their own so you're always seeing current information. You can also hit the little refresh icon (↻) any time you want the freshest read.
• Color tells the story. Green means healthy, amber means "keep an eye on this," and red (CRIT) means something needs attention now.

The section is organized into nine tabs across the top. Here's what each one does.

Devices 🖥️

The Devices tab (labeled Venue Health) is your at-a-glance view of every terminal at the venue.

Across the top, a row of summary tiles gives you the headlines:

• Devices — how many terminals belong to this venue
• Not reporting — devices that have gone quiet and aren't checking in
• Online — devices actively connected right now
• App versions — how many different app versions are in the wild (ideally everyone's on the same one)
• Low battery — handhelds running low on charge
• Last heartbeat — how long ago the most recent device checked in

Below that, a table lists each terminal with its name and serial number, station, model, app version, battery level, when it was Last seen, and its Status (online or not reporting). A device that hasn't been seen in hours — say, 117h ago — will show as not reporting, which usually means it's powered off or has lost its connection.

Two handy actions live here:

• Send to all devices — a dropdown that lets you push a command (like a restart) to every terminal at once.
• Manage — opens an individual terminal so you can send it a remote command on its own, such as uploading logs or restarting the app.

💡 If a command you send sits on Pending, check that terminal's Last seen time. A device that's offline can't receive the command until it reconnects.

Payments 💳

The Payments tab lets you see the status of your payment devices — the card readers and payment terminals at the venue — so you can confirm they're connected and ready to take a card before a busy service.

ℹ️ Keep in mind that not every device reports its status. If a payment device doesn't show a status here, that doesn't necessarily mean something's wrong — it just means that device doesn't report in.

Printing 🖨️

The Printing tab has two parts, and together they answer the eternal restaurant question: "Did the kitchen actually get that order?"

Printers lists every printer configured at the venue with:

• Type — the printer model family (for example, THERMAL_EPSON for receipts, IMPACT_EPSON for kitchen tickets, or KDS for a kitchen display)
• Connection — how it's hooked up (USB, ETHERNET, or CLOUD)
• Status — ok, no report, or a flagged issue
• Issues and Reported — any current problems and how fresh the last check-in is

The summary tiles up top tell you how many printers you have, how many Need attention, and how many are Reporting (for example, 4/5).

📝 Printer status is reported by the POS itself, not calculated in the cloud — so "Reported" tells you how recently that printer phoned home.

Print Jobs is a live log of what's actually printing. Filter by Problems to see only the jobs that failed, or All recent to see everything. Each row shows the time, the job Type (RECEIPT or REMOTE), which printer it went to, the associated Check number, and whether it PRINTED. When a ticket goes missing, this is where you confirm whether it was sent and where it landed.

Checks 🧾

The Checks tab is a detective tool for a single guest check. Enter the check number and the business date, then hit Look up.

📅 Check numbers repeat every day, so choosing the right business date matters. (If you have a short code instead, it resolves on its own.)

The result gives you the full story of that check:

• Top tiles for Status (CLOSED / open), number of Problems, total Duration, and how many Terminals touched it
• Closed / Paid badges, plus the Total / paid / due amounts
• The list of terminals involved and the check's unique Check ID
• A Flagged section calling out any technical hiccups in the check's lifecycle (for example, a credit-transaction-already-in-progress warning)

There's also an AI Diagnosis button. Click Run AI diagnosis and NX will give you a plain-language summary of what happened on that check and surface any technical issues it found — perfect when the raw event log is more detail than you want to read.

Employees 👥

The Employees tab lets you research employee actions over a date range. Set the range you're interested in and look up a single employee or several at once to see the actions they took in the system during that window. It's a handy way to retrace who did what — for example, when you're investigating a void, a discount, or an access question and need to see the sequence of actions tied to specific staff.

Uptime ⏱️

The Uptime tab answers "was my register down, and for how long?" Pick a start and end date, then click Run report.

The table lists each terminal with its Current status, the number of Outages in that window, the Total downtime, and when it was Last seen. Click any terminal to expand it and see each individual outage — when it Went silent, when it Recovered, and how long the gap lasted.

ℹ️ Outages here are reconstructed from gaps in each device's heartbeat (more than five minutes of silence). Also note: this data only exists from the day the feature went live forward — so older dates showing no gaps means "we weren't tracking yet," not "guaranteed perfect uptime."

Activity 📋

The Activity tab is live monitoring — a real-time feed of what's happening at the venue right now, streaming across your terminals as it occurs. There's no search or date range here; it simply shows you the current activity as it comes in, so it's the tab to watch when you want a live pulse on what's going on this moment.

System ⚙️

While every other tab focuses on your venue, the System tab (labeled Core System Status) shows the health of the broader NX platform. This is how you tell a systemic problem (something on NX's side affecting everyone) apart from a venue-level one (something local to your restaurant).

It lists the core subsystems and their status:

• API health check
• Database
• Payment processor (global)
• Telemetry ingestion
• Device heartbeats

Each shows an ok badge and a detail note when everything's healthy. For the full platform status and outage history, there's a link to status.joinnx.com — a page worth bookmarking.

💡 Rule of thumb: if this tab says everything's green but your restaurant is having trouble, the issue is probably local — check your Wi-Fi and try restarting the affected device.

Support 🆘

When something's genuinely wrong and you need a human, the Support tab lets you file a ticket to NX Support without leaving the page.

Fill in a Subject, add a description of the issue (optional but helpful), set a Priority, and click Create ticket. NX automatically attaches a snapshot of the venue's current health, payments, and printer status — and if you just looked up a check on the Checks tab, that gets attached too. You can expand Preview attached diagnostics to see exactly what's being sent along.

That attached snapshot is the magic here: it means the support team starts with the full picture instead of a round of "can you tell me what you're seeing?" back-and-forth.

Putting It All Together

A good habit is to work the tabs in order of "how wide is the problem?":

1. System — is this an NX-wide issue or just us?
2. Devices and Printing — is a specific terminal or printer the culprit?
3. Checks, Payments, or Uptime — dig into the specific transaction or outage.
4. Support — if you can't resolve it, file a ticket with the diagnostics already attached.

Need Help? 🙋

If anything on the System Status page looks off and you're not sure what to do next, the fastest path is the Support tab — file a ticket right from the venue you're viewing and the diagnostics come along for the ride. You can also reach out to your NX Support Partner any time.