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Troubleshooting Tablet offline or not syncing

Troubleshooting

Tablet offline or not syncing

What to do when the tablet shows Offline, the sync queue doesn't go down, or some data is rejected by the server.

3 min read Updated 15 Nov 2026
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If the tablet’s top bar shows Offline — saved locally, don’t panic. The cashier can keep selling: orders, cash, EDC, and shifts all keep working, and every transaction is saved on the tablet. What you need to do is restore the connection so the data can be sent.

Quick steps#

  1. Check the tablet’s Wi-Fi or mobile data. Open a browser on the tablet and try loading any website.
  2. Restart the router if every device in the outlet is offline. Wait 1–2 minutes.
  3. Use a backup connection. Connect the cashier tablet to a phone hotspot for now.
  4. Wait for sync. Once online, the N to sync indicator counts down until it shows Synced. You don’t need to tap anything.
  5. Check in Back Office. Back OfficeDevices shows the status, Last seen, Last sync, and waiting to sync count for each device. A device is considered offline if it hasn’t been heard from for more than 2 minutes.

Online, but data doesn’t appear in Back Office#

  • Check that the outlet selected in Back Office is the same as the tablet’s outlet.
  • Reports use the business day. Transactions after midnight may fall under the previous day.
  • Unpaid bills aren’t counted in total sales. Find them in Back OfficeTransactions.

A “rejected by server” notification#

The N rejected by server indicator means some data couldn’t be applied by the server. Open Notifications on the tablet to see why:

Reason What it means What to do
needs approval from authorized staff The action was done without a valid approval Redo the action with an authorized approver’s PIN
approver not authorized at this outlet The approver’s PIN doesn’t have permission at this outlet Ask a supervisor or manager of this outlet
item sold out / unavailable The item was already sold out when the data was sent Check the bill and swap the item if needed
the bill is no longer open The bill was already paid or closed on another device Check the bill in the Bills or History tab
the shift is already closed The target shift has already closed Open a new shift if needed
the bill was already merged into another bill The bill was merged from another device Open the target bill

After a rejection, the tablet automatically pulls the latest version of the bill from the server.

Device “revoked”#

If the tablet shows “This device was revoked in Back Office”, it needs to be paired again. Its local data has already been erased. If there were transactions that hadn’t been sent, the app shows how many. Report this to the owner. Pair it again by following Pair tablets & phones.

Update required#

The Update required badge means the app version is below the minimum. The tablet can still sync and close shifts, but it can’t log in or open a new shift until it’s updated. Finish your transactions, close the shift, wait until it’s synced, then update the app from the app store.

See also Offline & sync.

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