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Offline Stores Tab in Dashboard


Olo is constantly pinging the store POS or SSOS application to assure a connection to the location. Without a stable connection, Olo is unable to send orders through to the store. For any store that appears in the Dashboard Offline Stores list, Olo either cannot connect to these stores or the stores are connected to Olo but the local agent/service is not online.

There are a variety of issues local to the store causing it to be listed in this Offline Stores tab. From here, click on the offline store's names that are linked so you can drill down into POS Settings.

 
Once you click on the store name, click on the POS Settings link.



Under POS Settings, you'll see which areas are not connected. Those are shown with a red indicator.

In this case, the internet connection seems to be down.


Based on historical data, the main causes for connection issues are:

  • Internet issues
  • Firewall/anti-virus interference
  • Loss of power
  • The local service agent is not started or is blocked for some local reason.

In this example, the POS Order-Ready indicator is also red


To troubleshoot this, we suggest the following steps: 

  • Confirm that any pre-requisites related to your POS have been met if your POS software was recently upgraded.
  • For Cloud POS systems, confirm that your local network or ISP is not preventing your store's tablet(s) from accessing your POS server in the cloud.
  • For Traditional POS, confirm that your firewall or anti-virus software is not blocking the POS from coming online.
    • Review the Olo and POS logs around the time that the store went offline.
      • All logs will need to be reviewed locally (on your back office computer) if the store is also showing Connected as red because Olo cannot pull them with no connection.
      • If Connected is green, the Olo logs are likely accessible via the Dashboard for your review.
        • You may need to enlist the help of your POS Support team to resolve the POS issue.
    • Uninstall and reinstall Olo at the location.
      • Please note that only certain Dashboard accounts have the access required to uninstall and reinstall.
      • You may need to include your corporate IT team

The Offline tab shows exactly when Olo lost connection with the store (last communication). Olo can send an email to the store or to a specified email address if a store is offline for an extended period of time. Click here to set up an escalation email.


Tip
:
For the Offline Stores tab to refresh automatically, make sure to turn on the Auto Update button located on the upper right-hand side of the Offline Stores tab.

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