Use this guide to troubleshoot network issues affecting Snackpass devices, including registers, printers, kiosks, SnackTV, and tablets. Follow the steps below if a device is offline, unable to connect, or not functioning as expected.
Before You Start
Check whether the problem affects one device or all devices.
One device is offline → The device needs to be reconnected or restarted. Skip to Step 2.
All devices are offline → Your internet connection is likely down. Start at Step 1.
Step 1 | Restart Your Router
Unplug your router from the power outlet.
Wait 30 seconds.
Plug it back in and wait 1–2 minutes for it to fully restart.
Check whether your devices come back online.
If you have two ISPs (e.g. Comcast and Verizon):
Check which network each device is saved to.
Devices saved to the downed ISP will need to be reconnected to the working network manually.
If devices are still offline after the router restarts:
Contact your ISP.
You can keep taking orders using a mobile hotspot in the meantime — see Step 3.
Step 2 | Reconnect Or Restart the Affected Device
Steps vary slightly by device type.
Receipt Printer / Label Printer
Power off the printer.
Check all cables are firmly seated, including the ethernet cable if wired.
Power the printer back on.
If on WiFi: reconnect to your network from the printer settings. For guidance, refer to the Printer Configuration section in our LAN Printing article.
Duo Register / Kiosk
Tap the WiFi icon and reconnect to your network.
If showing "Waiting For Network", restart the device.
If connected but slow: run a speed test. Below 10 Mbps may affect checkout.
Ethernet is recommended for registers, connect via ethernet cable if available.
SnackTV
Wait 2–3 minutes, SnackTVs often reconnect automatically.
If still showing "Reconnecting", restart the device.
If your main network is unstable, connect the SnackTV to your guest WiFi instead.
Orderhub Tablets / Kitchen Display System
Restart the tablet.
Go to WiFi settings and reconnect to your network.
If your network is down: connect to a mobile hotspot temporarily.
Switched to a new ISP or changed your WiFi network?
All Snackpass devices need to be reconnected to the new network manually.
Power off each device, update the WiFi settings, and power back on.
Step 3 | Keep Taking Orders While You Troubleshoot
If your internet is down and you cannot take orders, you have two options:
Pause your store: Go to your Snackpass Dashboard (Store > Orders) from any device with internet and pause orders until your connection is restored. Resume orders the same way once you're back online.
Connect to a mobile hotspot: Use your phone as a hotspot and connect your register or kiosk to it. This keeps you operational while waiting for your ISP to restore service.
Still Not Working? When to Contact Support
Most connectivity issues are resolved by Steps 1 and 2. Contact Snackpass support if any of the following are true after completing both steps:
Your router is working and the device is connected to WiFi, but it still shows as offline in the Snackpass system
A payment went through on the customer's end but the order does not appear on your register or KDS
The device shows a "Limited Connection" banner even after connecting to a fast, stable network
A SnackTV dongle keeps disconnecting from WiFi repeatedly after being reconnected
You are on SnackOS 2.0 and seeing payment errors or duplicate orders alongside the network issue
When contacting support, have ready:
Which device is affected
Whether one or all devices are offline
Your router and ISP status
Whether you recently changed your network or ISP
If you have any questions or encounter issues with SnackOS 2.0 , feel free to reach out to our Snackpass partner support team. You can contact us via live chat in your partner app, by phone at 866-868-2146, or through email at [email protected].