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      Troubleshooting Offline Terminals

      Get Your Terminal Back Online

      If your Zift terminal displays an "Offline" message at the top left of the application, follow these troubleshooting steps to restore connectivity and resume processing transactions.

      terminal-offline-label

       

      Verify the Terminal's Wi-Fi Connection

      1. Tap the top right corner to reveal the Settings button.

      2. Tap Settings and enter the PIN (default PIN is 1111).


        p2-pro-click-settings-button-short

      3. In the Settings menu, scroll down and select Wireless Networks.


        wireless-network-button-only

      4. Ensure Wi-Fi is toggled ON. The toggle should be to the right and have an orange background.

        wifi-toggled-on-button-only-example

      5. Locate your wireless network and confirm that it says Connected. (Note: It should be an orange color).


        example-connected-wifi-connection

      6. If no networks are connected:

        • Select your Wi-Fi network.

        • Enter the Wi-Fi password if prompted.

        • Wait until the terminal confirms the connection.

      7. If you are unable to connect to your WiFi network try restarting your router/modem and repeat the steps above.
      8. If you successfully connect to your Wi-Fi, return to the Zift application and attempt to process a test transaction. If the "Offline" message persists or you are unable to complete the transaction, please verify your internet access.

      Confirm Internet Access

      1. Navigate to the terminal Home screen (you may need to exit the Zift app).

      2. Open POS Steward from the Tools folder or app list.
        tools-folder-onlyPOS-Steward-App

      3. Navigate to the Network (or Internet) tab.
        POS-Steward-network-internet-tab-highlighted

      4. Select Network Test Button
        POS-Steward-network-test-button-only
        you may need to scroll to the bottom of the page to see the button

      5. Tap Start Testing and review results:
        POS-Steward-start-testing-button-only

        Example of Good Results:

        POS-Steward-network-test-results-highlight-good-results

        • LAN and Internet should have green check marks.

        • Delay should not be excessive.

        • "Network is Good" should be displayed in green.

      6. Depending on which part of the test is showing invalid results you will want to do one or more of the following:
        1. If the Internet is not showing a green check box, it could mean that your internet service provider is either having a service disruption or you may need to restart your modem/router to restore internet connectivity.
        2. If the Internet and LAN are not showing green check boxes:
          1. Contact your network administrator to see if there is a firewall or network configuration that needs to be changed to allow the terminal to have access to the network and internet. Zift Support can provide the information needed for your network administrator.
          2. This could potentially be solved by restarting your router/modem.
          3. You can confirm that it is not an issue with the terminal's hardware and a network issue by connecting the terminal to another network or a mobile hotspot and re-running the network/internet test.
        3. If the delay is high or the message reflects poor network activity make sure you are within range of the Wi-Fi for the terminal and re-confirm internet access.
      7. If the internet test results are successful, return to the Zift application and check to see if the "Offline" label is gone, and run a test transaction. If the "Offline" message persists or you are unable to complete the transaction, proceed with running diagnostics.

      Verify Terminal Time Settings

      An unexpected culprit of the "Offline" message is the terminal's time being out of sync. To make sure the time settings are syncing appropriate with a valid time server please go through the steps found in the Terminal Time Is Incorrect article.

      After making sure the time is syncing correctly please close the Zift app and reopen it to see if the "Offline" message are gone and run a test transaction. If issues persist please try some of the other troubleshooting options listed in this article.

       

      Restart the Router, Modem, and Terminal

      1. Power off the terminal by holding the power button on the left side for 10-15 seconds.


        Sunmi-p2-pro-power-button-angled

      2. Unplug your modem and router (if applicable) for at least 10 seconds.

      3. Plug the modem back in and wait 2-5 minutes for internet access to be restored.

      4. Plug the router back in and wait 2-5 minutes.

      5. Turn the terminal back on.

      6. Reopen the Zift application and check if the "Offline" message is not longer displaying. Also try running a test transaction. If either the "Offline" message is still visible or the terminal does not respond to your test transaction, please try running diagnostics and verifying terminal time is in sync.

      Note: Step 3/4 can happen at the same time.

      Run Diagnostics

      1. Go to the Zift application Settings page ( see first 2 steps of Verifying Wi-Fi Connection ).

      2. Select Diagnostics. It may take 5-10 seconds for the application to complete the diagnostic evaluation.

        diagnostics-button-only

      3. Check the following statuses. 

        • Connectivity:

          Gateway & TMS should both show 200.
          p2-pro-verify-gateway-and-tms-connectivity

        • Terminal Status should display Active.
          p2-pro-verify-terminal-serial-number-and-terminal-key-highlighted

          Take note of 'Serial Number' and 'Terminal Key' for other solutions.

        • Ping Test should say OK.
        • The Network Settings should be populated. See example below (Your settings will be different, but should have values).
          p2-pro-validate-network-settings-and-ping-highlighted

        • If any of the results indicate errors, please take note of the highlighted information and submit these details in a support request to Zift.

        • If the results are valid, return to the Splash Screen and check to see if the "Offline" message is gone and run a test transaction. If the terminal is still "Offline" or your transaction test is unsuccessful proceed to other sections in this article.

       

      Export Terminal Logs

      If the terminal remains offline, logs must be sent to Zift Support for further troubleshooting.

      1. Tap the Settings button in the Zift application and enter the PIN.(See Step One of this article)

      2. Scroll down and select Logs.
        zift-app-settings-logs-button-only

      3. Select Export Logs
        zift-app-logs-export-logs-button-only

      4. Tap Save to File (do not use the "Send via Email" option).
        zift-app-logs-export-logs-save-to-file-button-only

      5. Contact Zift Support to schedule a TeamViewer session for log retrieval.

      Contact Zift Support

      If all troubleshooting steps fail, Zift Support will need to investigate further. Be prepared to provide:

      Send this data to Zift support on our contact form.

       

      By following these steps, most "Offline" issues can be quickly resolved, allowing your terminal to process transactions again. If issues persist, Zift Support will assist you further.