Invu's network and router - what to do if there is no internet or the network does not show up

Applies to the local network Invu installs in your store and to Invu POS 6.10.6 on iPad, Android and Windows. Labels are shown as they appear when the POS is in English.

The most important:

• Your store has two different devices: the internet provider's modem (brings the internet) and, if Invu installed it, Invu's router (builds the store network where the iPad, the printers and the Raspberry are).
• Without internet you can keep selling and printing as long as the iPad and the printers stay on Invu's network. Do not move them to another network "that does have internet".
• If you need to restart, do it in order: first the modem, then Invu's router, then the rest. Never press the reset button.

1. How the network is set up

Depending on the installation, Invu may leave its own router (for example, a Cudy), access points (AP) to extend the Wi-Fi, a switch to connect the printers and the Raspberry by cable, and a UPS.

Invu's router is usually connected by cable to the provider's modem:

• Provider's modem: brings the internet. If it fails, nobody in the store has internet.
• Invu's router: creates the POS network (Invu's network). The iPad, the printers and the Raspberry talk over this network even without internet.
• Switch and access points: spread Invu's network by cable and Wi-Fi.

That is why an internet problem and a local network problem look different in the POS.

2. What the POS tells you

Press and hold the Invu logo and choose Troubleshoot:

The red bar can take up to a minute to appear or clear after a change.

3. "Invu's router has no internet"

1. Keep selling. Orders are saved on the device and upload by themselves when internet returns. Network kitchen tickets and pre-checks keep printing.
2. Check the provider's modem: it should be on and its internet light (Internet, WAN or similar) normal. If it is off or red, the fault is the provider's: call them.
3. Check the cable between the modem and Invu's router, at both ends. On Invu's router it usually goes into the port marked WAN or Internet.
4. If the modem has its own Wi-Fi, test with a phone connected to it. If there is internet there but not on Invu's network, restart in order (section 5).
5. Do not connect the iPad to the modem's Wi-Fi "to get internet": you will have internet, but you will lose the printers.

While there is no internet, these do not work: electronic invoices (they stay pending, see "My electronic invoice is pending or was rejected - how to retry and fix it"), a KDS set up with a device ID, Update Data, and changes made in the panel. Depending on the model, card terminals and QR payments may also need internet.

If your installation has a SIM card

Invu offers a data SIM card with a monthly data plan. [TO CONFIRM: whether the SIM goes in Invu's router as backup internet and whether it switches to the SIM automatically when the provider goes down]. If the SIM is suspended or its monthly data ran out, it stops passing data: write to us to check it.

4. "Invu's network does not show up" or the iPad cannot see the devices

1. Check that Invu's router is on. After a power cut, the router, access points and switch take a few minutes to come back. If they are on a UPS, check that the UPS is on.
2. Check the power cables of the router, the switch and the access points.
3. On the iPad, open Settings > Wi-Fi and join Invu's network. If the password was changed, tap the network, choose Forget This Network and join again with the new password.
4. In Settings > Invu POS, check that Local Network is on (see "Activacion de Red Local, Invu POS API en Verde, Equipos en Rojo.").
5. Go back to Troubleshoot and tap Refresh diagnostics.

If the network still does not show up, or shows with another name (for example, the router's factory name), someone may have reset the router: write to us.

If only one printer stays Offline, see "Printer or device offline after changing the router, the Wi-Fi password or the internet provider - how to reconnect them".

5. Restart in the right order

1. Turn off the provider's modem, wait about 30 seconds and turn it on. Wait until the internet light is steady (it can take a few minutes).
2. Turn Invu's router off and on. Wait about 2 minutes.
3. If you have a switch or access points, unplug them and plug them back in.
4. Turn the printers and the Raspberry off and on.
5. On the iPad, open Troubleshoot and check that everything shows Available.

• Restart by unplugging the device or with its power button. The reset button (a small hole you press with a clip) erases the settings: the network name, the password and the printers' IPs.
• Do not swap cables between ports: the printers must stay on Invu's network.

6. If you are changing internet provider or modem

1. Tell us before the installation day.
2. Ask the provider's technician to connect Invu's router to the new modem, in the same port as before, and not to remove it or plug the printers straight into their modem.
3. If Invu's router stays, the store network (name, password and printer IPs) does not change, and everything should keep working after restarting in order (section 5).
4. If the technician removed Invu's router or changed the network, the printers and the Raspberry will most likely show Offline. See "Printer or device offline after changing the router, the Wi-Fi password or the internet provider - how to reconnect them" and write to us.

The same applies if you want to change the password or name of Invu's Wi-Fi: Wi-Fi printers do not reconnect on their own.

When to contact support

Write to us if Invu's network does not show up after restarting in order, if someone reset the router, if you changed provider and the devices turned red, or if you have a SIM and it passes no data. Send:

• A photo of Troubleshoot (with This POS network visible).
• A photo of the lights on the modem and on Invu's router.
• What happened and when: power cut, change of provider, password or equipment.