Pratham ResPOS

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Troubleshooting ​

Common issues and how to resolve them. If an issue persists after trying these steps, contact your system administrator.

Printer Issues ​

Receipt Not Printing ​

SymptomSteps to Fix
Nothing happens when printingCheck printer is powered on and connected (USB or network)
"Printer not found" errorRestart the POS application; check network connection for network printers
Paper jamOpen printer cover, remove jammed paper, reload correctly, close cover
Faded or blank receiptsReplace thermal paper roll — thermal paper must face the correct side
Partial receiptPaper may have run out mid-print; reload paper and reprint from Order History

Reprinting a Receipt ​

  1. Go to Orders.
  2. Find the order.
  3. Tap Reprint Receipt.
  4. Select Customer or Merchant copy.

Payment Terminal Issues ​

Card Terminal Not Responding ​

  1. Check the terminal is powered on and connected.
  2. On the POS, navigate to POS Settings → Payment Gateway and tap Test Connection.
  3. If the connection fails, restart the terminal and try again.
  4. If still failing, contact your payment gateway provider.

Image: Screenshot of the payment gateway settings screen with Test Connection button

Transaction Declined ​

  • Ask the customer to try a different card or payment method.
  • Check the terminal display for an error code.
  • Common reasons: insufficient funds, card blocked, network timeout.

Duplicate Transaction Concern ​

If a transaction appears to have been charged twice:

  1. Do not process another payment.
  2. Check Order History for the order status.
  3. Check the terminal's own transaction history.
  4. Contact your payment gateway provider before processing any refund.

Terminal Shows "Unpaired" or "Not Configured" ​

  1. Navigate to POS Settings → Pair Gateway.
  2. Follow the pairing instructions for your terminal type (Linkly, Tyro, or SmartConnect).
  3. Contact your IT administrator if pairing fails.

Cash Drawer Issues ​

Cash Drawer Not Opening ​

  • The cash drawer opens automatically on cash payment completion.
  • If it doesn't open, check the drawer cable is connected to the printer or POS.
  • On Windows, the cash drawer is controlled via the desktop app — ensure you are using the Windows desktop app.

Login Issues ​

Forgotten Password ​

Contact your manager to reset your password. Password resets are done in the back-office admin panel, not within the POS.

Account Locked ​

After multiple failed login attempts, accounts may be locked. Contact your manager to unlock.

POS Auto-Locked ​

The screen auto-locks after a period of inactivity (configurable in POS Settings). Enter your PIN or password to unlock.

Order Issues ​

Order Sent to Wrong Printer / Kitchen ​

  • Check printer assignment in POS Settings → Printers.
  • Each category or product can be assigned to a specific kitchen printer.
  • Contact your manager to update printer routing.

Cannot Void an Order ​

  • Void may require manager authorisation — ask your manager to enter their PIN.
  • If the order is already paid, it must be refunded instead of voided.
  • Orders in Finished status cannot be voided; process a refund.

Online Order Not Appearing ​

  1. Check the internet connection.
  2. Navigate to Online Orders — pull to refresh or tap the refresh button.
  3. Check notification settings — the POS must have notification permissions.
  4. If orders are expected but missing, contact your online ordering platform provider.

Performance Issues ​

POS Running Slowly ​

  1. Close unused applications running in the background.
  2. Restart the POS application.
  3. Restart the device.
  4. Contact IT if slowness persists — the device may need maintenance.

Screen Freezes ​

  1. Wait 30 seconds — the POS may be processing a request.
  2. Restart the POS application.
  3. Log back in — your open orders are saved and will be restored.

Network Issues ​

"No Internet Connection" Error ​

  1. Check your Wi-Fi or ethernet connection on the device.
  2. Check the router or network switch is running.
  3. Test internet access on another device.
  4. If using a 4G/LTE backup connection, verify the SIM card has data.

Socket Connection Lost (Real-Time Updates Not Working) ​

The POS uses a live connection for real-time notifications and KDS updates. If this connection drops:

  1. A banner or icon may indicate the connection is lost.
  2. Refresh the application to reconnect.
  3. If the issue persists, check network stability.

Viewing System Logs ​

For detailed diagnostics, system logs record all POS activity:

  1. Navigate to Help & Support → View System Logs.
  2. Filter by level (Error, Warning, Info), category, or date range.
  3. Search for specific events.
  4. Export logs as JSON or CSV for sharing with support staff.

Logs are stored for up to 30 days locally on the device.

Image: Screenshot of the System Logs screen with filters and log list

Contacting Support ​

Before contacting support, have the following ready:

  • POS version number (visible in Help & Support or POS Settings)
  • Terminal name (visible in POS Settings → Device)
  • Description of the issue — what you were doing when it happened
  • Exported system logs from the Logs screen (if applicable)
  • Error message text — take a photo or screenshot if possible

Pratham ResPOS Documentation

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