When does this apply?
This applies if “Server Offline” appears on the tablet (or the red banner, in the old app), if the location’s devices appear offline in the device administration account, or if sales are not reaching the server — even though the location’s internet connection is working and other devices (phone, laptop) work normally.
Why does this happen?
In most of these situations, the cause is the local network at the location (router, Wi-Fi, extenders), not the Ebriza platform. The tablet may lose its Wi-Fi connection for short periods, long enough for the app to be unable to reach our servers, even though the internet connection may appear to be working “overall.”
Two common causes, both at the local network level:
The tablet loses its network address — essentially, the Wi-Fi connection has dropped on the tablet, even though the other devices may still appear connected.
The tablet changes its network address multiple times: the router reassigns it (DHCP), or the tablet switches back and forth between the router and an extender/repeater.
A clear sign that the problem is the local network
If, during the same minutes when the app showed as offline, printing also stopped on the printer or cash register (“not responding”, “disconnected from the network”), then the local network has gone down. The printer and cash register are on the same network as the tablet and have no connection to our servers, so they could not stop working at the exact same time because of the Ebriza platform.
What to do, in this order
Reconnect the app to the network, if you haven’t already: turn off Wi-Fi on the tablet; completely close the Ebriza app (don’t just minimize it — remove it from the recent apps list so it is no longer running in the background); turn Wi-Fi back on; reopen the app.
If you have already followed these steps and the problem persists, fully restart the router: unplug it, leave it off for a few seconds, plug it back in, and wait for it to fully start up. Then reopen the app on the tablet. This is the step that resolves most of these situations and you can do it yourself, on the spot.
If the problem still persists after restarting the router, contact us. So that we can check the exact reported interval, please provide: the location name, which tablet (or tablets) are affected, the day and approximate time interval when the issue occurred, whether printing on the printer or cash register also stopped at the same time, and whether anything changed in the network (new router, new extender, intervention by the internet provider).
Important!
Do not uninstall the app. Restarting the app, tablet, or router will not cause any data loss, but uninstalling the app may result in the permanent loss of receipts that have not yet synchronized with the server.
Receipts issued while the tablet cannot reach the server are not lost: they are automatically synchronized as soon as the connection is restored and then appear in the Sales and Reports menus. More details are available in the article “Offline Mode in Ebriza POS Next.”
How to prevent this from happening again
If the issue occurs frequently, the local network requires a few settings: fixed IP addresses for tablets and other devices, configured directly in the router; extenders and switches must extend the same network rather than create a new one; and the router’s Wi-Fi channel should be set to a fixed value instead of “Auto”. All of these are explained in the article “Local Network Configuration/Troubleshooting.”
Tags: [Server Offline, app shows offline, devices offline, cannot connect to server, internet is working but app is offline, router restart, restarting router, red banner, sales not reaching the server]