Orders/Payments Not Sent to Server

Jun 24, 2021•Knowledge
Description

Sometimes there is a message in the bottom left-hand corner of the Point of Sale login screen that says a certain number of payments/orders have not been sent to the server. There also may be a message that says orders have failed to send to server. This guide explains a few things that can been done when that message appears on the POS login screenL

Below are steps in the order of what would take the least amount of time to what would take the most amount of time. Revel recommends to do this at the end of service or when business is slow at the establishment.

Please check and make sure you're connected to the correct wi-fi network (this should be your Revel network) and that you're able to connect to the internet. An easy way to verify that the iPad can connect to the internet is to open Safari and go to the webpage youtube.com. If none of your POS stations can get online via Safari, please contact Revel support.

If you're able to get online on your iPad, follow the below steps.

Contents

Manually Sync Orders on the POS

If you're seeing the above "orders not sent to server" error, try these troubleshooting steps first:

  1. Log in to the Point of Sale with a manager account.
  2. On the POS dashboard, tap the Settings button:
  3. Tap Network Sync.
  4. Tap Orders:
  5. Here you'll see a list of orders that did not send to the server.
  6. Tap Retry All in the top right corner.
  7. Wait 3-5 minutes for the number of unsent orders/payments start to decrease.
  8. If the above steps failed, please proceed to Option B.

WiFi Troubleshooting

If the steps outlined in Option A did not resolve the failed to send to server issue, follow these steps:

  1. Log out of the Revel POS app on all stations.
  2. Close out of the Revel app completely. To do this, double click the home button on the iPad until all open apps are displayed on the iPad screen. Swipe up on the Revel app the close it. Do this for all stations:
  3. On all the iPads, go to Settings > Wi-Fi > turn off Wi-Fi (toggle the button so it is not green):
  4. Wait ten seconds and turn the wi-fi back on (toggle the button back to green):
  5. Once you've turned Wi-Fi back on, make sure your iPad is connected to your Revel network (Rev + your establishment name).
  6. Check and make sure the internet is working properly by opening Safari on the iPad and going to espn.com, youtube.com, yahoo.com, or a similar site.
  7. Do the same for the other stations.
  8. Next, open the Revel POS app and tap Refresh:
  9. Wait 3-5 minutes for the number of unsent orders/payments start to decrease.
  10. If the above steps failed, please proceed to Option C.

Power Cycle the iPad

If the steps outlined in Option B did not resolve the failed to send to server issue, follow these steps:

  1. Power off the iPad (hold down the button on the top right corner of the iPad until the Slide to Power Off option appears:
  2. Swipe to turn off the iPad.
  3. Turn the iPad back on by holding down the top right button until you see the Apple logo appear.
  4. Next, tap Settings:
  5. Then, tap Wi-Fi. Once in the Wi-Fi window, make sure you are connected to the Revel network (Rev + your establishment name)
  6. Next, open the Revel app and tap Refresh on the login screen:
  7. Wait 3-5 minutes for the number of unsent orders/payments start to decrease.
  8. If the above steps failed, please proceed to Option D.




Reach Out to Support


If the steps outlined  did not resolve the failed to send to server issue, follow these steps:

  • Next, confirm if the iPad can go online by opening Safari and going to espn.com. Wait for the entire page to open up.
  • After you've confirmed you're connected to Wi-Fi, go to your Revel app and refresh.

    1. >Make sure your iPad is connected to Wi-Fi. To do this, open Safari and go to a website like espn.com or yahoo.com and verify that the page is able to load completely.


    2. Next, go to the Revel app and go to the log in screen if you're not there already.


    3. On the keypad, enter 911912 and tap Login. This action will send the database to the Revel support team.


    4. Follow the prompt and send email to support@revelsystems.com..


    5. Contact Revel Support and ask for a support ticket to be created and notify them that the database has been sent.


      Revel Support Number is 415-744-1433