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Networking Troubleshooting Guide

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Terrance Harris
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                         Networking Troubleshooting Guide

 

Performing a Network Reset for a Printer

At times, it may be necessary to perform a network reset for a printer.

  1. Turn off theprinter.
  2. Press theFunction button and turn on the printer. You must hold the Function button for three seconds after turning on the printer. The Function button is located in the pinhole on the back of the printer.
  3. Release theFunction button and wait ten seconds for a new IP address to be allocated to the printer.
  4. Print thenew network settings by initiating a self-test. Press the function button on the back of the printer. The printer prints a chit with the IP address.

Troubleshooting Your Wi-Fi Connection

The system works best with a Wi-Fi connection in your store.  We highly recommend that you use a Wi-Fi connection dedicated only for business, and that you ensure your connection is configured for privacy.  Your wireless router manufacturer should have provided instructions for ensuring appropriate set-up.

Having trouble connecting to Wi-Fi?

           The first thing we need to do is ensure the security protocols for your router are set to WPA or WPA2.  Note: You cannot use the older WEP or WAP formats.

Most wireless access points come with the ability to enable one of three wireless encryption standards: Wired Equivalent Privacy (WEP), Wi-Fi Protected Access (WPA) or WPA2

 

           Next, verify that you can find your wireless network: this should have been set up initially when the router was configured, you can check the WiFi router settings for this information

From a PC or laptop:

  • Your PC or laptop should display a list of all available local wireless networks.
  • Find the name of your wireless network and select it to connect.
  • If your wireless network doesn’t appear after several minutes, verify that you are in range of your router or modem by moving closer to the device.
  • If your network still doesn’t appear, disable and re-enable your wireless network adapter:
    • Look for your laptop or MacBook's Network Adapter on/off switch and switch it to off, wait a few seconds and turn it back on.
    • If you can't find the switch or are using a PC, go to the Windows device manager, and turn the wireless network adapter off then turn it back on.

If your wireless network still doesn’t appear, it could be that your wireless router is configured to not broadcast a network name.  If so, follow the directions provided by your laptop or PC for manually adding a network to your list of preferred networks.

From an iOS device:

  • Tap onSettings > Wi-Fi to ensure that Wi-Fi is ON.
  • UnderChoose a Network..., find the name of your wireless network and select it to connect.
  • If your wireless network doesn’t appear after several minutes, verify that you are in range of your router or modem by moving closer to the device.
  • If your network still does not appear on the list, try turning the Wi-Fi off and back on by touching the blueON button to turn it off, and then touch the gray OFF button to turn it back ON.

Still can’t connect to a Wi-Fi network?

  1. Verify that you’ve entered your Wi-Fi password correctly.

If you can see the name of your wireless network on your list of available networks but are having trouble connecting, make sure that you entered your password correctly.  Most passwords are lengthy and a combination of uppercase letters, lowercase letters, numbers, and symbols.

  1. Try connecting to the Wi-Fi network with another device.

If you are still having trouble, try connecting another device, such as a smart phone, tablet, or laptop, using the same password.  If the second device won’t connect, check that your Wi-Fi network is working properly and that your password is correct.

  1. Verify that your Wi-Fi network modem and wireless router are working correctly.
    • Verify that the power cord is connected and that all the device indicator lights on your wireless router and/or your modem are on as illustrated in the manufacturer’s documentation.
    • If the indicator lights are not on or not blinking properly, you may have to reset your wireless router and/or modem as instructed in the manufacturer’s documentation.

I forgot my password for the router, now what?

Reset your Wi-Fi password by connecting your computer directly to your wireless router and using your wireless router’s "Web User Interface" as instructed in the manufacturer’s documentation.  Follow the instructions from the manufacturer for resetting the password.

Receipt Printer Model 310 Wireless Connection Setup

Note: If your router is not near the countertop receipt printer (Model 310), you can use a Wi-Fi adapter to connect the receipt printer wirelessly to your router.

Note: If you are setting up multiple receipt printers, configure each one separately.  Only one receipt printer can be turned on at a time during setup.

 

Before Your Begin

  • Security Protocols:  You can use WPA and WPA2.  You cannot use the older WEP or WAP formats.
  • Router:  Can be single band or dual band

Hardware Connections

  1. Plug the Wi-Fi adapter into the USB port located on the top of the extension base (included).  The port is labeled “Data”.
  2. Plug the cord from the extension base into the USB port located in the back of the receipt printer.  The LED on the Wi-Fi adapter will light up when it is plugged in and the receipt printer is turned on.

Connecting Your POS Device to the Printer's Network

  1. Open the POS app and log in using your PIN.
  2. Go to the POS appHome screen by tapping the Home icon in the upper-left corner of the screen.
  3. Tap located near the top-right corner of the screen.
  4. TapConfigure printers.
  5. TapFind new printer.
  6. TapUsing wireless adapter.
  7. If this is the first time that you have configured the printer, tapNo.
  8. On thePOS device, go to the “home” screen by clicking the Home button, then tap the Settings app, and then tap Wi-Fi.
  9. FromChoose a Network..., select the NCRSilver_Printer.
  10. Close theSettings app by pressing the Home button on your POS device.

Linking Your Printer to the POS App

  1. Re-open the POS app and wait until the label on the button changes from Waitingto Next.
  2. TapNext.
  3. Wait for the receipt printer to print a receipt with a confirmation that the printer is now in configuration mode.

Connecting Your Printer to Your Store's Wi-Fi Network

  1. Select your store's wireless network from the list of Wi-Fi networks displayed and enter your network password, if required, and tapOK.
  2. Wait until the receipt printer prints a message receipt (this may take a few minutes).  Keep this message receipt as it contains information you may need later.
  3. Read the bolded wording at the top of the message receipt and follow the prompts on your POS device's screen.
  4. Tap the correct response on your POS device's screen that matches the wording on the top of the receipt.

Reconnect the iPad to your store’s Wi-Fi network

Now that the printer is on your store network, you need to reconnect the iPad itself to your store network.

  1. On the iPad, go toSettings and select Wi-Fi.
  2. Select your store’s network and enter the password if
  3. Close the iPad Settings app and openthe POS 
  4. Tap
  5. ThePOS app will automatically find your printer and display “Printer found” on the screen. This may take a few seconds.
  6. Tap
  7. Once the iPad connects to the printer, another message receipt will   Read the bolded message on the receipt and select the correct response on screen.

Configuring Your Printer in the POS App

  1. Provide aPrinter Name that is something meaningful to you, such as the area of the store where it is located.
  2. Choose your printer's role.  Two types of printers are available to use with the POS app:
  • Receipt Printer — is a receipt printer used to print customer receipts and to provide a means for signature capture if you do not have digital on-screen capture set up.
  • Kitchen Printer — is used to print a kitchen "chit".  A chit contains instructions to the kitchen or other prep area on how to prepare an item.  Kitchen chits do not look just like regular receipts — they display the item name and how to prepare it (via modifiers), but they do not include any price information.
  • If you only have one printer, it can be used as both a receipt printer and a kitchen printer.
  1. Toggle theCash drawer attached button to On if you are using a cash drawer in conjunction with the receipt printer.  The cash drawer will open automatically for cash transactions.
  2. TapDone when you are finished.
  3. Tap the blue arrow button next to the receipt printer's name.
  4. TapPrint test receipt to see a test receipt.
  5. Set the printer toDefault if you want this receipt printer to be your default POS receipt printer.
  6. SelectDone when you are finished.


This feature is only available on the iOS platform.

Cloud in Silver Pro is Red

Problem/Scenario: Cloud in Silver Pro is red. Showing "Host Offline" and "Processor Offline".

Symptoms to identify issue: When logging in from the PIN screen it will say host is not reachable.
The Cloud in the top right will be red. Selecting the cloud will show Host Offline and Processor Offline.

Resolution: 

  1. Verify that the network on the iPad is connected.
    • Test the network on the iPad by opening up a web browser, like Safari or Google Chrome, and go to a website like MSN.com. If the page loads, the iPad is on the correct network. If it does not load, then the network is either down or the iPad is not connected to a network.

To access network settings:

            1.Select the iPad settings icon.

  1. Go to the Wi-Fi section
  2. Check to make sure Wi-Fi is turned on and connected to the main network for the business. 
  3. If the network is correct and the error is the same, the router or network’s modem needs to be checked.

Perform these steps on the router:

  1.  Check to see if the router is on. There should be active LED's (solid or flashing).
           2.  If LED's are active but not flashing, the router will need to be reset.
           3.  If LED's are flashing but a website cannot be loaded, customer needs to call the ISP (Internet Service Provider) to verify if there any outages or issues on the ISP's end.

Configuring the Bixolon SRP-310 Printer

The Bixolon SRP-310 printer can connect to multiple iPads through a wired Ethernet connection or a Wi-Fi connection.

 

To use the Bixolon SRP-310 printer with a wired connection:

  1. Plug one end of the power cord into the back of the printer on the left side and the other end into an outlet. The LED light under POWER on the front of the printer turns blue.
  2. Plug the Wi-Fi adaptor into the USB port on the back of the printer on the lower right side.
  3. On the iPad device, log in to the POS appwith your four-digit PIN.
  4. On the POS home screen, tap to display the slide out menu.
  5. Tap Settings.
  6. Tap Configure printers. The Printers screen appears.
  7. Press and hold Specify printer manually. A prompt appears

 

 

NetGear Wireless Extender Setup

Introduction

If you have more than one iOS device that needs to print to the same kitchen printer and a wired connection is not possible, we recommend you use the NetGear Universal WiFi Range Extender (WN2000RPT) to extend wireless connectivity to your kitchen printer.

 

Getting Started

  1. Start by placing the extender within reach of your kitchen printer and plugging the extender into an electrical outlet.
  2. Turn the extender on.
  3. Wait 1 minute for the extenderStatus LED to turn green.

Connecting the Extender to an Existing Wi-Fi Network

  1. On your POS device, tap to open the Settings app and then tap Wi-Fi.
  2. Locate the wireless networkNETGEAR_EXT (SSID) and tap it to connect.  The extender Link Rate LED should turn green once a good connection is established.
  3. From the same device, open a web browser, and you should be taken directly to the on-screen setup guide. If you are not taken directly there, navigate to mywifiext.net.
  4. The web browser will walk you through the following steps:
    • Selecting and joining the existing wireless network to use for your kitchen printer.
    • Renaming the new extended network. We recommend the default setting (adds “_ext” to the existing name).
    • Adding your POS device to the new extended network.

Connecting your Kitchen Printer

  1. With the printer turned off, connect the printer to any one of the four Ethernet ports on the back of the extender using the supplied Ethernet cable. Turn the printer on and wait 2 minutes.
  2. Turn the printer off, hold down theFeed button, and turn the printer back on while continuing to hold down the Feed button until the printer beeps three times.
  3. On the printer self-test receipt, look for “IP ADDR:” followed by a number beginning with 153.xx.xxx.xxx. If you do not see “IP ADDR” or if it appears in any other format, unplug the kitchen printer and repeat steps 1 through 3.
  4. Wait for the printer self-test receipt to complete printing and then press theFeed button once more to exit the printer setup mode.  Save the self-test receipt.

Configuring your Kitchen Printer

  1. Open the POS app on your POS device.
  2. Tap and then tap the settings gear .
  3. TapConfigure Printers.
  4. TapFind New Printer.
  5. TapWired Directly to Router.
  6. Do one of the following:
  • If the POS app finds the printer, configure it and tapDone.  That’s it!  You have completed the setup.
  • If the POS app does not find the printer, continue with step 7.
  1. Follow the on-screen instructions and enter the IP address you found earlier on the self test receipt. The IP Address should begin with 153.xxx.xxx.xxx.
  • If you see an error message, you will need to enter the IP address again before it is accepted.
  • If you continue to see the error message, reprint the IP address and confirm it is correct.
  1. Once your printer is found, configure it and tapDone.  That’s it!  You have completed the setup.

 

           Be advised this is just a basic break down of the issues we see on the everyday.

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