Troubleshoot Network Connection Issues

Follow these steps to resolve network connection issues with individual Union POS terminals or the Union POS system.

1. Verify that your terminal is not set to Offline Mode.
   1. Log in to the Union POS app with Manager or Admin credentials.
   2. Select the hamburger menu (three lines) on the upper-left.
   3. Select "Turn Online/Offline Mode".
   4. Confirm that the terminal is online.
      > Note: If the option "Set to Online Mode" is untoggled, this means you are in Offline Mode. Toggle it on to connect.
2. Power cycle your printers.
   1. Unplug ALL printers from power outlets.
   2. Plug printers back in.
   3. Wait up to 5 minutes for each printer to print its test print.
   4. Gather the test prints and ensure the IPs printed begin with the same two numbers.
      > Note: If any printer prints something odd OR does not print at all, review the associated troubleshooting document linked in the Important section (above).
   5. Keep these test prints until connectivity is restored (in case you need to contact Support).
3. Check for bad WiFi connections at the POS terminal.
   1. Close the Union POS app.
   2. Open the iPad Settings. 
   3. On the left-side menu, select "WiFi". 
   4. On the top-right of the WiFi screen, select "Edit" to review networks. 
   5. Locate your Union WiFi network.
      > Note: Most Union WiFi networks are named in a "UNIONXX" format.
      Example: If your venue is named "Ben and Jerry's", your network could be named "UNIONBJ" 
   6. Find (and write down) your WiFi's IP address by selecting the Info button (an circled "i").
      > Note: You will need this IP if you contact Support for assistance.
   7. Determine if any non-Union WiFi networks are listed:
      • If non-Union WiFi networks are present: Select the red minus icon and choose "Delete". Repeat for all non-Union WiFi networks.
      • If no other networks are present: Select "Done" or "Cancel".
      • If no Union network is present: Stop troubleshooting and contact Support.
4. Go to the web browser (Safari) and search a random site to ensure ISP connectivity.
   • If the site loads, success!
   • If no site loads:
     1. Locate your ISP modem (and router, if applicable).
     2. Unplug hardware power cords for one minute and plug back in.
     3. Try again to search a site in Safari on the POS terminal.
        ⇒ Result: If no site loads, please call your internet service provider for support.