If your internal network or internet goes down

This article explores how network and internet failures will impact your use of Kobas, and how you can take steps to rectify them.

Last updated 9 Jan 2022

Jump to:

• Introduction
• Local Network failure
• Internet connection failure
• Completing closing tasks with no internet connection

Introduction

The Kobas in venue solutions all work by being connected to your network. Therefore, the system is dependent on your in-venue infrastructure. This article explores the two most common failures in your infrastructure and the steps you can take to resolve those issues.

Your internal network and internet connection

• Your internal network (often called local network) refers to your server, tills/printers, iPad tills (and any other hardware on the network), and the cabling between them that allows them to talk. This includes wireless routers enabling iPads to work. 
• Your internet connection will come in through a router and then be connected to your server. This allows all the devices on your internal network, to communicate with the internet.

Therefore, your internal network can function without the internet. There could be many reasons for either your internet or your internal network failure. To work fully, Kobas needs both your network and internet to be working. However, your EPoS system can continue to work if your internet goes down for short periods.

Local Network failiure 

This error message would strongly suggest that your local network isn't working for some reason:

You should contact your IT department or the third-party company that takes care of your IT and network equipment, but there are a couple of things you can do at a venue level:

• Check all the cables, especially around any routers and network hubs (switches). But also going into the tills and the back of the server. Don’t unplug anything but just make sure everything is still plugged in securely and that cables are in good condition (not frayed/broken etc). You should see some lights where the network cable plugs into your till.
• Check your Network equipment, including your router and any switches. Make sure they are powered on and the status lights are on.
• Restart your network equipment, particularly your router. You shouldn’t restart any Kobas equipment such as your server unless you are advised to do so by a Kobas staff member.

At this point, you’ve done all you can and hopefully, your network (after a few minutes) will be back up and connected, the till constantly attempts to reconnect so you won’t need to take any action once the network is back up. If not, it may point to a more serious issue with your local network and you will need to take steps to rectify this. A common issue is that network cables have become old and damaged, and need replacing.

Internet connection failure

These screens on your tills would suggest that you have an issue with your internet connection to your Kobas EPoS server:

You will need to contact your IT department, third-party IT company, or your internet provider directly. However, here are some steps you can take in the venue:

• Check your internet router, look at the status/lights on it, and check the user manual for what they mean and the troubleshooting steps.
• Check whether you can connect to the internet using other devices.
• Check the cabling from the router to your Kobas server.
• Check your Internet Service Provider or the news to see whether there are local internet outages. Don't forget short internet outages are normal and happen regularly.

Remember that Kobas EPoS is designed to continue working at a basic level without the internet. You won't be able to use the loyalty system or do anything that requires a Download Data action, such as changing your menu, changing a staff member's PIN number, etc. However, you can complete your closing tasks when your internet connection fails.