How to Troubleshoot a network by steps:
Tonic is not responsible for the customer's network, however Tonic support will help the customer troubleshoot their network. When we receive a call from a store that stated they have communication/connectivity issues. The first thing we need to do is confirm if it affects the whole store or only the terminals.
- If only terminals, we need to confirm settings are in place (date, time, firewall is off). Also, if there are Handhelds, make sure the time/date is correct.
- Have them unplug the ethernet cable, reboot the terminal, and once rebooted plug the cable back in.
- If the above is checked we need to make sure that the orders have no emojis or characters (if there are handhelds in place).
Follow these steps to troubleshoot the network:
1. Exit out of Tonic and go to any internet browser (Internet Explorer, Google Chrome, Mozilla Firefox) have the customer navigate away from their home page to another page (CNN, ESPN).
2. Unplug the Ethernet cable, and plug it back in on the terminal. confirm if any lights are on. There should be a solid green light and a blinking yellow light.
3. Make sure all cables are plugged in, one end is in the router or switch and the other end in the terminal.
4. See if all the lights are lit up and solid on the router.
5. Reboot the router and/or modem by unplugging it from its power outlet for 15-20 seconds. Once that time has passed, plug the power cables back in. Check for any loose cables.
6. If the connection is still down power cycle the terminals. When it powers up check the connection lights where the Ethernet cord connects to the terminal. There should be a solid green light and a blinking yellow light. If you don't see any lights, move to step 7.
7. If all the options above do not work, contact your internet provider.
In all cases, we should do a process of elimination to ensure that the problem is just on one or a few terminals or all. If terminals are not back up we can have them shut down all terminals, unplug router and modem, reconnect and power terminals on one by one.
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