An Offline or Reconnecting label identifies a connection problem; it does not by itself prove that every POS, payment, sync, or kitchen workflow can continue safely. First identify whether the lost link is the internet connection, the Main POS / StoreHub, or the assigned runtime session.
If the POS screen still opens
The POS header uses the browser or runtime connection signal to show Online, Reconnecting, or Offline. Continue only with workflows that visibly remain available and save the expected record. Confirm each new order receives an order number and appears in the local POS view before sending it to production.
Do not treat an unconfirmed card payment as paid. Offline card behavior is available only when the configured payment provider supports its encrypted offline flow. Offline queued, Offline review, or a terminal timeout requires payment reconciliation; do not ask the guest to pay again merely because the network indicator changed.
Cloud-only features, remote configuration, reporting, and sync can remain unavailable even when the Main POS local runtime is open. Record any pending count and run Sync only after the connection returns.
If an assigned Station will not open
Kiosk, KDS, Customer Display, Operations Board, Table Order Kiosk, and Sub POS first reconnect to their saved Main POS. If that address no longer responds, Station searches the LAN for a matching Main POS in the same tenant and store and saves the recovered link when registration succeeds.
The runtime session request has a 30-second limit and tries up to three times. Station then performs up to three automatic recovery cycles with a short delay. While the screen says Retrying automatically, wait instead of repeatedly pressing Reset or restarting the Main POS.
If the message becomes Automatic recovery stopped after 3 cycles, use Retry once after completing the checks below.
Restore the connection
- Confirm the Main POS / StoreHub is powered on, open, and assigned as the store's Main POS.
- Confirm the affected Station and Main POS are on the same trusted LAN. Leave guest Wi-Fi and disable client isolation for the approved store network.
- Confirm the Station still shows the intended tenant, store, role, and device name.
- Check the firewall and StoreHub service on the Main POS.
- If Station reports No matching POS is visible on this LAN, return to Station setup, search again, or add the verified Main POS private IPv4 address.
- Select Retry once and confirm the correct runtime opens.
- Verify a fresh device heartbeat and the smallest safe role workflow.
Mobile POS uses a cloud session over Wi-Fi or cellular and does not search for a Main POS. For Mobile POS, confirm internet access, the Ellich server URL, device assignment, and the cloud runtime session.
Avoid destructive recovery first
Do not uninstall, clear the app, or select Reset setup as the first response to a temporary outage. Those actions remove local assignment and require pairing again. Update the existing role package in place when the issue is version-related. Reset only after the tenant, store, role, or saved Main POS assignment is proven wrong.
Escalate with the Station name, role, tenant, store, Main POS name and private address, app version, exact status text, retry count, last successful time, and heartbeat state. Do not include passwords, POS PINs, device tokens, cookies, or payment credentials.