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Merchant Network Troubleshooting Guide on the Workstation for Shift4 Dine

  • Updated

Description: Follow these steps to troubleshoot networking issues for Shift4 Dine Ecosystem devices.

Select a link to jump to a section:

Important: This article is for reference only to check what can be done to get the device working before calling Support. When the support agent is troubleshooting the device, some of the troubleshooting steps might be repeated for record purposes.

Workstation

Red Bar on All Workstations

  1. Reboot TP-Link and ISP modem. Check for IP addresses on the Workstations.
    • If no IP is shown on the Workstation (Not Connected), troubleshoot the TP-Link router.
    • If the IP Address shows up on all Workstations after rebooting, the ISP modem is not giving a connection.
  2. Check for the red bar after rebooting the TP-Link and ISP modem.
  3. Ensure the ISP modem provides an Ethernet connection. Connect it directly to the Workstation or laptop if possible.
    • ISP connected:
      1. Confirm that the ISP modem's Ethernet cable is connected to the TP-Link router's WAN port and reseat it.
      2. If there's a switch between the TP-Link and Workstation, try connecting the cable from TP-Link to the POS Hub, bypassing the switch.
      3. Reseat cables on the switch and reboot it. If the Workstation remains offline, contact Support for further assistance.
    • ISP not connected:
      1. Try connecting a new Ethernet cable from the ISP modem to the TP-Link WAN port.
      2. If the ISP remains disconnected after using a new cable, contact the ISP provider and report a damaged modem for replacement.

One or More Workstations Have a Red Bar

  1. Check for the IP address on the Workstation.
    • If no IP is shown on the Workstation (Not Connected), troubleshoot the TP-Link router.
    • If the IP Address shows up on all Workstations after rebooting, the ISP modem is not giving a connection.
  2. Reseat Ethernet cables from both sides: Switch (or TP-Link directly if there’s no switch) and Hub. Check for loose cables.
    • If it is an Onyx POS Terminal, connect the Ethernet cable to the other Ethernet port.
  3. If the Workstation is still offline after reseating the cable, try a new Ethernet cable.
  4. If the Workstation displays a Red Bar after reseating the cable, try a brand-new cable, and make sure the network is online. The Hub Ethernet port might be faulty. Try power purging the Workstation.
    • Power off the Workstation, unplug the power cable from the power outlet or hub, and hold the power button for ~30 seconds to perform a power purge.
  5. If the Workstation is still offline after the power purge, contact Support for further assistance.

Yellow Bar on All Workstations

  1. Restart the ISP modem, TP-Link router, and Workstations.
  2. If a Yellow Bar is shown on all Workstations after rebooting the network, advise the merchant to contact their ISP to unblock the necessary ports.
  • 123 & IP time.google.com / NTP / This is needed for terminals to call out to an NTP server to keep accurate Time and Date
  • 5672 / RabbitMQ / Synchronization.
  • 9080 / Workstation/SP30 / access to PAX Store.
  • 84 / Reservations & Tableside
  • 80, 443, 5938 / TeamViewer
  • 4000 / SNBC Network Printer
  • 26880 and 26881 / Processing

One or More Workstations Have a Yellow Bar

  1. Reboot the Workstation.
  2. If the issue persists after rebooting the Workstation, contact Support for further assistance.

Workstation Gateway IP Is Not Correct

  1. If the Workstation is connected to the ISP directly and is bypassing the TP-Link, trace the Ethernet cable and connect it correctly to the Switch/TP-Link, not the ISP modem. Use the Local Area Network Diagram for reference.

Workstation is Connected to Wi-Fi

  1. Navigate to Android Settings > Networking & Internet. Ensure the Wi-Fi toggle is disabled and Ethernet is enabled. For more information on how to enter network settings on the Workstation, visit the Enter Network Settings article.
  2. If the Workstation goes offline after turning off Wi-Fi, check the cabling.
    • If there is defective network equipment and obtaining a direct cable connection is not feasible, please contact Support for further assistance.
      Note: For a short-term solution, you will have to use an Onboard Reader for processing transactions.

TP-Link Router Has Been Reset (192.168.0.xxx)

PIN Pad

Q25 PIN Pad “Cannot Reach Payment Device, Please Check Your Internet Connection.”

  1. Reseat the PIN Pad power cable and search for the cylindrical power cable, which is plugged into the splitter as shown in the screenshot below.

  1. If the issue persists after the power cycle, contact Support for further assistance.

Q25 PIN Pad “Lan Not Connected Error” 

  1. Visit the Resolve "Lan not Connected Error" on the Q25 PIN Pad article.
  2. If the issue persists, contact Support for further assistance.

Tablet

The Tablet is Connected to the Wrong Wi-Fi Connection

  1. Check the IP address on the Tablet login screen.
    • If it is not 192.168.213.xxx, it is connected to the wrong Wi-Fi connection.
    • Additionally, the Tablet might be offline and not connected to any network.
  2. Visit the Add a Tablet to Shift4 Dine WiFi Network article.

Unable to Find S4 Wi-Fi Network

  1. Reboot the TP-Link EAP610 or TP-Link Archer C7, depending on which model is present in the location.
  2. If the issue persists, contact Support for further assistance.

Shift4 Duo / Shift4 One

Shift4 Duo is Offline

  1. Proceed to the Initialize Shift4 Duo for Workstation Install.
  2. If the issue persists, contact Support for further assistance.

“Failed to Load App Configuration” error

If Shift4 Duo or Shift4 One (A800 or A930) is displaying a “Failed to Load App Configuration” error, contact Support for further assistance.

"500 Something Went Wrong" error 

If Shift4 Duo or Shift4 One (A800 or A930) is displaying a “500 something went wrong” error, contact Support for further assistance.

Kitchen Display System

Kitchen Display System “Check Your Device’s Network Connection” Error

  1. Visit the Resolve a “Check Your Device’s Network Connection” Error article.
  2. In the Network & Internet Settings, make sure the Wi-Fi toggle is OFF. If there’s no connection after disabling Wi-Fi, navigate to Ethernet and check if Static or DHCP is set on the Display.
    • If it is set as DHCP, set it to Static and reboot the Display device.
  3. If the issue persists after troubleshooting has been completed, contact Support for further assistance.

Kitchen Display System “Configuration Not Loaded. Send Config from POS” Error

  1. Visit the Resolve "Configuration not loaded. Send Config from POS" Error article.
  2. If the issue persists, contact Support for further assistance.

Remote/Kitchen Printers

Remote/Kitchen Printer Is Not Printing Tickets

  1. Power cycle the Remote/Kitchen Printer and reseat the Ethernet cable from both sides (Kitchen Printer and TP-Link / switch), making sure there are no loose cables anywhere.
    • If the Kitchen Printer is still offline after the power cycle and reseating the Ethernet cable and is connected to the switch, try connecting it directly to the TP-Link router, bypassing the switch. If the Kitchen Printer comes back online, contact Support for further assistance.
    • If the Kitchen Printer is still offline after the power cycle and reseating the Ethernet cable, try a new Ethernet cable. If the Kitchen Printer is still offline after replacing the Ethernet cable and connecting to the TP-Link router directly, try a different port on the TP-Link router. If the printer comes back online, contact Support for further assistance.
  2. For the Epson Dot Matrix Printer, visit the Perform a Self-Test on the Epson Dot Matrix Remote Printer article.
  3. For the Epson TM-M30 Remote Printer, visit the Epson TM-M30 Printer Self Test article.
  4. For the SNBC Remote Printer, visit the Perform a Self-Test on a CRS/SNBC Printer article. 
  5. For Partner Tech RP-630 Remote Printer, visit the the Perform a Partner Tech RP-630 Printer Self Test article.
  6. If the self-test print prints out the IP Address of the Kitchen Printer, it indicates that there is network connectivity. Try sending a new test print to the Kitchen Printer.
    Note: If the printer is set to a preconfigured (Static) IP address, it will display the IP address regardless of the network connectivity.
    • If the self-test print does not print out the kitchen printer's IP address, proceed with the Kitchen Printer network troubleshooting above.
    • If the self-test print still does not print the IP address after following all the Kitchen Printer network troubleshooting steps above, contact Support for further assistance.

Customer-facing Display

The Display is Offline and Displays "Disconnected" Error

  1. Visit the Install and Enable the Customer-facing Display article.
  2. If the Display configuration is confirmed to be correct, enter Android settings via the secret menu. For more information, visit the Enter Android Settings article.
  3. In the Network & Internet Settings, make sure the Wi-Fi toggle is OFF.
  4. If the issue persists after completing the troubleshooting steps, contact Support for further assistance.

Local Area Network Diagram

In some cases, the Shift4 Dine network can be set up without switches:

Devices IP Address Standards

Note: These IP address standards apply only if the equipment is set via LAN (Local Area Network):

  • Workstation - 192.168.213.xxx
  • PIN Pad - 192.168.213.220 (221, 222, etc.)
  • Kitchen Printer - 192.168.213.201 (202, 203, etc.)
  • TP-Link Router - 192.168.213.1 
  • Kitchen Display System - 192.168.213.210 (211, 212, etc.)

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