The internet is down or screens are not updating
What to do when a till, kitchen screen or the back office loses its connection. Verimly needs the internet to sell.
On this page
Verimly does not work offline. A till needs a connection to take orders, send them to the kitchen and take payments, and nothing you do while the connection is down is saved for later. If screens stop updating or you see a connection message, restore the connection first.
The quickest fix
- Check that the tablet is connected to Wi-Fi or mobile data and can open a website in a browser.
- If other devices are also offline, restart the router and wait a few minutes. The screens reconnect by themselves.
- If only one device is affected, switch Wi-Fi off and on on that device, or move it closer to the router.
What you see on each screen
| Where | Message | Meaning |
|---|---|---|
| POS | No connection — reconnecting… | The till lost the server. It keeps trying and returns to Live when the connection works. |
| POS, under Terminal status | Reconnecting… instead of Live | The live updates link is down or restarting. |
| Kitchen screen | Cannot reach the server — showing the last known list | The tickets you see may be out of date. New orders are not arriving. |
| Handover screen | No connection. Showing the last known orders. | Online pickup orders are not updating. |
| Back office | Could not reach the server. Check your connection. (error NETWORK) | Your browser cannot reach Verimly. Check your internet and reload. |
The message The live update link has expired. Reconnecting. is harmless: the screen reconnects by itself. If you see Live updates moved to a new address. Update the app to get them again; data still refreshes automatically., update the app, see app-trouble.
Checks, most likely first
The router or internet line is down
Check another device and the router's lights. Restart the router. If the provider has an outage, wait for it to be fixed.
The venue Wi-Fi has no internet or needs a sign-in
Guest Wi-Fi networks sometimes show a sign-in page before they pass traffic. Tills should use a network without that step. Open a website on the tablet to check.
Weak Wi-Fi at the till
Signal drops cause short reconnect messages. Move the router or an access point closer, or use a second access point for the bar and kitchen.
Devices on different networks
Some things need the tablets to be on the same local network:
- A customer display works on the venue network only.
- A card reader set to Directly from this terminal needs the till and reader on the same network. A guest or isolated network that blocks devices from seeing each other (client isolation) breaks it. Readers set to Through Verimly work on any network and are the recommended mode. See reader-connection.
- Network printers are found by scanning the same network. See printer.
Only some tills are affected
Check that all devices have the same app version under Settings › Devices (column Version), and see app-trouble.
During a card payment
If the connection drops while a card payment is in progress, the till shows Verifying payment…. It is checking with the bank whether the card was charged. Do not take payment another way yet. Wait for the result. If a reader shows Reader offline, check that it is switched on and connected to the internet, see reader. For payments that need checking afterwards, see pending-payment.
What about orders I entered while offline?
Orders and changes made while the till could not reach Verimly were not saved. When the connection returns, open the order list on the till or Orders in the back office and check what exists before you re-enter anything, to avoid duplicates.
Common questions
Can I keep selling during an outage?
No. Take orders on paper and enter them afterwards, or use cash and a notebook until the connection returns. A till cannot take any order, cash or card, without the connection.
Will the kitchen still see orders?
No. New orders reach the kitchen screen only while both are connected. A kitchen screen that shows showing the last known list is out of date; confirm orders by voice or paper until it reconnects.
Why is the back office slow but the tills fine?
The back office runs in your browser. Check your computer's connection, reload the page, and try another browser.
Still not working?
If the venue internet works for everything else, tell contact-support: the device name, the time it started, which message you see and whether other devices are affected. Once the till is online again, Settings › Get help adds the connection state and device details to your message.