Troubleshooting the POS Terminal
This guide includes steps for troubleshooting common issues with the POS Terminal and provides steps for requesting a replacement reader when applicable.
Troubleshooting the POS Terminal
If the connection fails, then the POS Terminal continues to display the “Welcome” screen. If you experience any connection issues between POS Terminal and the POS app, then try the following troubleshooting steps to reconnect them:
- Make sure you’re running the latest version of the POS app on your POS device. Version 8.16 or later is required.
- Make sure both devices are connected to the same network.
- If both POS Terminal and your tablet are connected with Wi-Fi, then they must be on the same Wi-Fi network.
- If POS Terminal is connected with Ethernet, then it must be connected to the same network as the POS device using your router.
- Both devices unpair when your POS device locks, is rebooting, or you close the POS app on your POS device. Connection should re-establish automatically as long as the POS app is running and it's displayed on the screen.
- Your network is set up to use the Shopify POS app.
- Reset your router.
You can also try temporarily connecting both devices to a different network, such as a Wi-Fi hotspot on a smartphone. If the connection succeeds on a different network, then this indicates that the network might not be set up to allow POS and POS Terminal to communicate with each other. Ensure your network meets the networking requirements.
Additional troubleshooting
- My POS lost connection to POS Terminal and there’s no QR code showing.
- The list of items is too long to be displayed on the POS Terminal display.
- Couldn't connect to POS Terminal due to the error "The network was blocked by a DNS error.".
- I undocked my POS Terminal Reader and had to log in to my store again.
- My POS Terminal isn't charging.
My POS lost connection to POS Terminal and there’s no QR code showing
On the POS Terminal, swipe from right to left to reveal the setting panel, then tap Reset connection to POS to force the QR code to display on the screen.
The list of items is too long to be displayed on the POS Terminal display
Use one finger to scroll the list up and down to display all items in the cart.
Couldn't connect to POS Terminal due to the error "The network was blocked by a DNS error"
If you encounter the error that "The network was blocked by a DNS error", then your DNS provider likely blocks local IP resolution. Change your network settings to use one of the following known DNS providers that don't block local IP resolution:
- Changing DNS on the router. This method avoids changing the DNS settings on each device. Example instructions on changing the DNS settings on your router are available here.
- Change DNS on the device. On iPads, this can be done by heading to Settings > Wi-Fi and then tapping on the i button next to the Wi-Fi network you want to configure. Under DNS, tap Configure DNS and choose Manual. Tap Add Server and add each of the following servers one-by-one and then tap Save after you have added the servers:
- 1.1.1.1
- 1.0.0.1
- 8.8.8.8
- 8.8.4.4
I undocked my POS Terminal Reader and had to log in to my store again
This is by design. When you undock your POS Terminal, it converts to a reader instead of mobile point of sale. You can log in to POS again, but docking logs you out again.
My POS Terminal isn't charging
You can charge the POS Terminal Reader using the included USB-C cable. To charge the reader, plug the small end of the USB connector into the POS Terminal Reader, and then plug the large end into a phone charger.
Make sure your charger meets the minimum specifications of 5V/2A - Output 10W or 9V/2A - Output 18W. The charger should be able to supply at least 2A of current. A higher current or a charger with a dual label, such as with 5V and 9V, also charges the POS Go.
If the minimum charger specifications are met, then the POS Terminal Reader takes 2-3 hours to charge fully using a wall adapter. After the POS Terminal Reader is fully charged, its battery should last for a whole day of selling.
POS Terminal Batteries
Similar to many electronic devices, the POS Go device uses a lithium-ion battery. All lithium-ion batteries naturally experience some swelling with time and usage. A swollen battery might impact the performance of your device, and continued use and charging of a swollen battery isn't recommended. Inspect your POS Go device periodically for evidence of swelling.
If your battery is swollen, then discontinue use and recycle the device at your nearest electronics recycling facility in accordance with your local regulations.
Handling guidelines for the POS Go and lithium-ion batteries
The following are best practices for keeping your POS Go and lithium-ion batteries in good condition:
- Store the POS Go in a cool, dry place, and keep away from direct sunlight or heat sources.
- Don't crush, drop, mutilate, or penetrate the device or battery with foreign objects.
- Don't disassemble battery packs and cells.
- Don't attempt to replace a battery in the POS Go or remove it.
- Don't apply pressure to the surface of the battery.
- Don't bend the battery.
- Don't use tools of any type to pry on or against the battery.
How can I tell if my battery has swollen?
It's important to periodically inspect your battery and replace your device if it's swollen. You can inspect your device by looking at the device from the side. If the portion of the case below the card swipe reader isn't flat, your device is swollen. If your device is in a dock, remove it from the dock to inspect it. Difficulty swiping or cracking or bulging of your device case are also evidence that you might have a swollen battery.
What should I do if I have a swollen battery?
If you have a swollen battery, stop charging and using the device. Please recycle the device at your nearest electronics recycling facility in accordance with your local regulations. You can also reach out to Shopify Support for a replacement.
Replacements
If you have a swollen battery, then your POS Go may be replaceable. Take photos of your POS Go from the side and back. When taking a photo of the back, make sure to capture the serial number. Serial numbers start with WTH11
. Then, contact Shopify Support to request a free replacement or get assistance with replacement options.