Network Troubleshooting (Public)

Network Troubleshooting (Public)

Network troubleshooting steps:

You as an Ordyx customer are responsible for your network, however Ordyx support will help you troubleshoot. 

Follow the steps below to troubleshoot a network:

1. Unplug the Ethernet cable, and plug it back in.

2. Make sure all cables are plugged in, one end is in the router or switch and the other end in the terminal.

3. See if all the lights are lit up and solid on the router.

4. 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. 

5. Exit out of Ordyx and go to any internet browser (Internet Explorer, Google Chrome, Mozilla Firefox). Navigate away from the home page to another page (CNN, ESPN).

6. If the connection is still down power cycle the terminal. 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.


Things to note during the troubleshooting:

Check the bottom left of the screen to see if the UDP is red and the computer icon is red. If it is red the cable might not be plugged in properly or it could be damaged.

    • Related Articles

    • Network Troubleshooting

      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 ...

    • Batch Not Found (Public)

      Question or Problem: You attempt to take a credit card payment and receive the error "Batch Not Found" Equipment or Software affected: Terminal malfunction/ Network reliability Solution: Go to Admin. Click on Open Store. If the user receives the ...

    • "Please Retry" when trying to close the store (Public)

      Question or Problem: You have received the error "Please Retry" when attempting to close the store. Solution: The first step is to contact "First Data" and the processor will need fix things on their side. It is an EDC error, meaning the account was ...

    • Not enough Funds (Public)

      Problem:  You receive the error "Not enough funds." Explanation: The reason you receive this message is because the cash drawer does not have enough funds in it to complete a user cashout or petty cash debit.  Example: If you had a large party and ...

    • Disabling a Terminal (Public)

      If the terminal is online, you need to: Login to the FOH terminal Go to Admin Click the Disable Terminal button If you don't see this button, please contact Support to get this permission added for managers  If the terminal is offline and you don't ...