Invu POS froze, hangs, went blank or will not open - what to do without losing orders

Applies to Invu POS 6.10.1 on iPad, Android and Windows. Labels are shown as they appear when the POS is in English.

Most important:

• What you already confirmed on screen (orders, items and payments) is saved on the device. Closing the app or restarting the device does not erase it.
• If you were charging by card, check the terminal before charging again: the payment is only recorded in Invu when the terminal answers.
• Do not uninstall the app or clear its data without talking to support: anything not uploaded yet is lost.

1. If you see "Loading." or the screen does not respond

• While "Loading." shows, the POS ignores taps. Wait; tapping again does not help.
• Normal waits:
  • up to 2 minutes when charging on a card terminal, opening the drawer, printing a Z or X report with a fiscal printer, or running Update Data;
  • about 30 seconds (sometimes a bit more) when you come back to the app after leaving it in the background;
  • when closing a paid order, while the pre-check or the closing kitchen ticket prints.
• After that, a message shows or the screen is released.

2. If "Error in following printers" shows

The kitchen printer did not answer. The message does not close by tapping outside it:

• Turn the printer on or check its cable or Wi-Fi, and tap Retry Print.
• If it cannot be fixed now, tap No and use the PIN of a manager with Allows ignoring kitchen ticket errors. What did not print stays pending.
• If only Retry Print shows, Force Reprint is on (in Settings, Pre Check section). Fix the printer or force-close the app (section 4).

3. Check the connection

• Red top bar: the device has no internet. You can keep selling; pending items upload when it comes back.
• Purple cloud: the device is disconnected from sync. Tap it to reconnect.
• Troubleshoot (press and hold the Invu logo > Troubleshoot):
  • Invu Cloud Services shows Offline: the device cannot reach the Invu server. Check the internet.
  • Raspberry, Check (fiscal), Pre-check or a printer shows Offline: check that it is on and on the same network. See "The printer does not print kitchen tickets or invoices".
  • On an iPad, if everything is red except Invu Cloud Services, check Invu POS's local network permission (see "Activación de Red Local").

Troubleshoot cannot be opened while "Loading." shows.

4. If it still does not respond after about 5 minutes

1. Force-close the app with your device's gesture or menu.
2. Open it again and wait for the loading screen: it can take up to about 2 minutes, and the percentage moves with time.
3. If "An error occurred while updating the data" shows, tap Retry. Do not tap Cancel or Log Out unless you have the panel username and password at hand: they sign you out of the account.
4. If it does not open, restart the device and open the app again.
5. When you are back, check the order you were working on, its payments and the number on the send button before sending to the kitchen again: the kitchen ticket may have printed already.

Force-closing only loses what was half confirmed: the modifier window, an amount being typed, a PIN screen or a card payment that was waiting for the terminal.

If another device shows "Orden Open in other device", tap Yes and use a manager's PIN: the order was held by the device that closed.

5. If the app takes long to open

• The bar stays at 0.00% for up to 2 minutes: the device has a network, but the Invu server does not answer.
• The bar moves slowly and goes in after 2 minutes: it could not confirm sync (for example, the network blocks that connection). The POS still opens with the device's data.
• "Updating data" for a long time: it is the full download of a new or reinstalled device.
• If the problem started after a change in the panel, run Update Data. If there is a new app version, update it. See "Update Invu POS and its data" (it includes the minimum iPad, Android and Windows versions).

6. Do not reinstall without checking

Uninstalling the app, clearing its data or using Sync Problems? (pressing and holding the cloud) erases the device's data. Anything not uploaded is lost. First, with support, check:

1. that there is internet and the cloud is white;
2. that at least 10 minutes have passed (open orders upload every 10 minutes);
3. that Log Out works without the "Orders without save" message.

To check one order: tap its header; Saved in Invu: Yes means it is already on the server.

7. What to send to support

• The version: tap the Invu logo once and look at the menu title.
• A photo of Troubleshoot.
• The time of the problem and what you were doing.
• If an error showed, a photo of the detail: press and hold Retry or OK on the message.

Common problems

• "Orders without save" when logging out. Some orders have not uploaded yet. Check the internet, wait a few minutes and try again. Do not reinstall.
• "Recovering closed orders" does not close. Before a report, the POS uploads the day's closed orders. Wait for "Orders synchronized".
• "Order … did not print" after charging. The order is already closed: reprint the invoice from Closed. Do not charge again.
• "Loading." every time I come back to the app. The POS confirms sync when you come back after 30 seconds or more in the background. It clears by itself.
• Venezuela: new orders cannot be created. There are open orders older than 48 hours ("Have open orders with 48 hours of opened"). Close or process them.