Resolve "Failed connecting to Shift4 Dine Customer Hub. Retry Send Config from POS." Error on the Kitchen Display System

What is causing this Error?

This issue can be caused by an internet outage, network issues that block traffic from the Shift4 Dine Customer Hub, or an incorrect configuration of the Kitchen Display System on the Workstation.

How do I resolve this Error?

1. Check Internet Connection

   Use another device that is connected to your network, and attempt to access the internet.
   
   Note: If you are using a mobile phone, you will need to turn off your mobile data and use only the WiFi on your network to attempt to access the internet.
   
   If you can connect with a different device, but you are still receiving this error, you will need to check whether the System is able to receive information or if the System configuration is set properly on the Workstation.
   If you cannot connect with a different device, your Kitchen Display System will not be able to communicate with the Customer Hub. This does not prevent the usage of the System as long as your internal network is still functioning. Contact Support for additional information.

2. Resend the System Configuration from the Workstation

3. Permit Network Traffic
   Requirements:

   • Your IT Professional will need to complete/verify these settings.
   • You will need the login/password for your router.
     
     Each router has different steps/processes for opening ports through the firewall.
     The following is required for the Display to function and communicate properly:
     • Port 9100 - for System internal communication
     • logs.us-east is System logging
     • lighthouse-api for the System endpoints 
4. If all else fails for this error, change the Ethernet type to DHCP. The program will load, then switch back to the desired Static IP 192.168.213.21x.

5. Contact Support

   If you are unable to resolve this issue or need help, tap the Remote Support button on your System screen.

   1. Tap the gear icon to enter the Settings screen.
   2. Look for Customer Support under the App Information section.