Description: Review troubleshooting steps when the POS terminal is not on the correct subnet (IP address: 192.168.0.xxx , 192.168.1.xxx and etc.), which can result in the PIN Pad not working or Kitchen Printer not printing out the tickets.
LAN (Local Area Network)
First, make sure that the Local Area Network is connected properly, as shown in the image above. If it is not connected correctly, follow the image above to connect everything correctly, or contact Support.
Reboot the POS Terminal
After making changes to the Local Area Network cabling, reboot the POS Terminal.
Which Model of the POS Terminal Do You Have?
Select the correct terminal and follow the steps below.
Onyx POS Terminal
To exit the SkyTab POS application on the Onyx POS Terminal, press the circle icon in the bottom left-hand corner.
When you exit the SkyTab POS application, press up arrow icon on the bottom middle to open the Applications screen.
Connect to Device Via Web Browser
If the POS terminal IP address did not change after making changes to the Local Area Network and rebooting the POS terminal, you will need to try connecting to the device (TP-Link router or ISP modem) using a web browser (WebView).
If the POS terminal has 192.168.1.xxx IP address, try connecting to the device using the 192.168.1.0 or 192.168.1.1 IP address via WebView.
For the 192.168.0.xxx IP address, try connecting to the device using 192.168.0.1 or 192.168.0.0 IP address via WebView.
Device on Web Browser (TP-Link Router or ISP Modem)
Once you connect to the device via the web browser and connect to the TP-Link router, it means that the TP-Link router was reset.
If you connect to Arris, Frontier, or any other ISP provider modem, it means that the POS terminal is connected to the ISP modem but not the TP-Link router as it should be.
Select the options below based on whether the device is connected to TP-Link or the ISP Modem.
POS Terminal is Connected to TP-Link
If you connect to the TP-Link router via the browser, you will need to reconfigure the TP-Link router IP address. To do that, log in to the TP-Link router using these credentials:
Username: admin
Password: admin
Once you log in, navigate to Network > LAN > IP address , change your IP address to 192.168.213.1, and press the Save button.
Internal:
Note: After the merchant presses the Save button, you will get disconnected from the POS terminal. Advise the merchant to reboot the POS terminal and press Remote Support button so you can reconnect to it.
POS Terminal IP Address Changed to Correct Subnet
Check the IP address on the SkyTab POS application login screen. If it changed to 192.168.213.xxx, that means it is on the correct subnet. Try to do a test transaction on the PIN Pad and send a test ticket to Kitchen Printer.
POS is Connected to ISP Modem
If you connect to an ISP modem via Web Browser, you need to make sure that Local Area Network is connected properly, as shown in the screenshot. If it is not connected the correct way, follow the screenshot to connect it correctly or contact Support.
Wave POS Terminal
To exit the SkyTab POS application on Wave POS Terminal, go to the "secret" menu by tapping on the device serial number 5 times.
Press the blue Open button in the "secret" menu on the Android Settings.
In Android Settings, select the Apps section, find the SkyTab POS application, and press on it.
Force Stop SkyTab POS Application
Once you open the SkyTab POS application, press the Force Stop button.
The POS will prompt you to confirm the Force Stop. Press the OK button to confirm.
After you force-stopped the SkyTab POS application, exit the Android Settings screen by pressing the Esc button on your keyboard.
On the POS terminal Home screen, press the up arrow icon on the bottom middle of the screen to open the Applications screen.
Connect to Device Via Web Browser
If the POS terminal IP address did not change after making changes to the Local Area Network and rebooting the POS terminal, you will need to try connecting to the device (TP-Link router or ISP modem) using a web browser (WebView).
If the POS terminal has 192.168.1.xxx IP address, try connecting to the device using the 192.168.1.0 or 192.168.1.1 IP address via WebView.
For the 192.168.0.xxx IP address, try connecting to the device using the 192.168.0.1 or 192.168.0.0 IP address via WebView.
Device on Web Browser (TP-Link Router or ISP Modem)
Once you connect to the device via the web browser and connect to the TP-Link router, it means that the TP-Link router was reset.
If you connect to Arris, Frontier, or any other ISP provider modem, it means that the POS terminal is connected to the ISP modem but not the TP-Link router as it should be.
Select whether the terminal is connected to TP-Link or ISP Modem below and follow the instructions.
POS Terminal is Connected to TP-Link
If you connect to the TP-Link router via the browser, you will need to reconfigure the TP-Link router IP address. To do that, log in to the TP-Link router using these credentials:
Username: admin
Password: admin
Once you log in, navigate to Network > LAN > IP address , change your IP address to 192.168.213.1, and press the Save button.
Internal:
Note: After you press the Save button, you will get disconnected from the POS terminal. Advise the merchant to reboot the POS terminal and press Remote Support button so you can reconnect to it.
POS Terminal IP Address Changed to Correct Subnet
After you reconnect to the POS terminal, check the IP address on the SkyTab POS application login screen. If it changed to 192.168.213.xxx, that means it is on the correct subnet. Try to do a test transaction on the PIN Pad and send a test ticket to Kitchen Printer.
POS is Connected to ISP Modem
If you connect to an ISP modem via Web Browser, you need to make sure that Local Area Network is connected properly, as shown in the screenshot. If it is not connected the correct way, follow the screenshot to connect it correctly or contact Support.
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