- Silver Pro - No Mac Mini
- Work Offline
- Change Internet Source
- Mobile Tethering
- Silver Pro - With Mac Mini
- Unable to connect to Host / Credit Card Processor
- Can't Reach In Store Server
- Loss Of Whole Network
NCR Silver is designed to operate with a fully active and online network. Occasionally however, if there is a loss of the local network or internet connection, there are steps that allow you to continue trading.
There are two main differences however depending on what Silver configuration you have, this is specifically whether you have a Mac Mini server or not.
Silver Pro - No Mac Mini
In a normal state, the Silver app will look like below.
The Green lights will indicate normal service, in the loss of internet or network connectivity you will see a Red cloud instead.
In this instance, your first port of call should be to check that your network onsite is functioning correctly. You can test this in a few different ways. If you close Silver, try to open a webpage via Safari to confirm if there is an internet connection. If there isn't, try from a different device on the same network to confirm whether it is local to that one iPad.
You should also contact your network provider.
While there is no internet connection, your integrated PDQ will not work and you cannot take card payment.
The till will function offline for taking cash payments, and will upload sales to the back office once internet is re-established. If you are using network printing, this will continue to work without internet but will not work if the local network is down.
Change Internet Source
If you have the ability to, and the internet will not be returned to you for a length of time you can decide to change the source of the iPads internet via a different WiFi network, or tethering your phone to iPad via a hotspot for 4G / 5G access.
Do be aware that this will use your mobile phones data plan, this could incur chargers. Check with your mobile provider if in doubt, Centegra is not responsible for this.
Remember, if you are doing this, you will lose any network printing or networked kitchen screens, we recommend your network provider adding a 4G / 5G backup line on your network incase the physical line goes down.
To tether your phone, enable the hotspot function on your phone. Then within the iPad settings go to WiFi settings and select your hotspot connection. Once connected, open Silver. You can now continue taking card payments and putting sales through. It will work normally other than the fact you will not have network printing.
If tethering with a mobile phone, make sure it is plugged in and on the auto lock is turned off, some phones will stop the internet connection when the screen isn't active.
Once your main internet connection is restored, switch back to using that to restore printing.
Silver Pro - With a Mac Mini
When there is a Mac Mini in the network setup, there are further options before switching to offline via a different network or tethering to a phone.
When all is running correctly;
When there are network issues you may see the following;
Unable to connect to Host/Credit Card Processor;
Loss of Communication to Mac Mini (Server);
Loss of Whole Network;
Unable to connect to Host / Credit Card Processor
When you have this error, it is most likely there has been a loss of internet onsite, but you still have internal network.
Therefore, you will see the Host and Credit Card Processor have gone red/yellow but Server has remained green. In this instance your network printing will still function as will your ability to share tables/tabs.
Contact your network service provider to check if they can see that the internet is unavailable, confirm internet isn't working by going through internet browser on iPad and browsing to a new website (ensure it isn't just loading the cached version.)
If you have integrated card payments, you may at this time decide to connect the iPad to a 4G mobile phone or alternative working WiFi connection to enable card payments. Do be aware if this course of action is taken;
- You will loose network printing, communication to kitchen screens
- you will loose the ability to share shifts, tabs, and tables
- You must return the server to online mode as soon as internet is back up and running on the original network
Do be aware that this will use your mobile phones data plan so could incur charges, check with your mobile provider if in doubt. Centegra cannot be responsible for this.
#Tip: If tethering to a mobile phone, make sure it is plugged in, charging and screensaver/autolock is turned off as some phones will stop internet when screen isn't active.
To action this, first select the cloud button
On "Server is Online" select "Go Offline" and enter the managers pin number.
Close Silver and enter your iPad settings and connect to the new network or phone hotspot.
#Note - if using a hardwired ethernet cable you will need to remove the network cable from the adapter (Please only remove the network cable, do not disconnect the adapters as you will loose power to the iPad too).
When you re-load silver you should have the host and credit processing online, but the server offline. You will be able to take payments now and close tickets. (Any tickets started whilst connected to the server can only be viewed, they will need to be replicated on a new tab to be able to close off) - take note of tabs and tables you have replicated so when everything is back to normal you know what needs to be deleted or paid off.
When you know that your onsite internet has returned to normal, reconnect the network cable and confirm working internet via browsing the internet on the iPad. Reload Silver and press the cloud, you can now return the server to being online.
Loss Of Communication To Mac Mini - Internet Is Online
Do give Centegra a call in this instance as we have access to the Mac Mini to be able to troubleshoot, we do ask our customers to not interact with the Mac Mini unless requested by ourselves.
If you have decided to tether the iPad to a phone or a different network as you have lost internet then you will see this prompt as well. You can Go Offline (after authorisation from a manager pain #) to continue trading however you will loose he ability to share tabs and tables between the tills onsite, and the chances are you will have lost printing capability.
When you are returning to normal operation; or if it was that the Mac Mini itself had gone offline then when it becomes available again you will see this prompt to go back online;
Loss Of Whole Network
In the case of whole network loss we would recommend contacting your network provider to see if they can diagnose what has caused the network failure.
In this instance you can follow the "Loss of Internet" guide to put the "Server Offline" and then you have the following options;
- Cash Only:- Once you have put the server into offline mode, you can log in and complete cash transactions only. Integrated card payments will not work unless there is a valid internet connection.
- Credit Card and Cash:- You will have to decide to tether the iPad to a hotspot or alternative WiFi connection. Again, you will have lost all printing / kitchen screens for devices connected via the internet but once connected to a hotspot you should be able to take card payments as well.