Understand offline and reconnect behavior
Know what staff should check when branch services, Agent PCs, or customer-facing screens lose connection and later reconnect.
Staff can separate local branch problems from wider internet issues and keep customer communication calm during reconnects.
Before you start
- Staff know the normal online state for Controller, Agent PCs, and displays.
- The branch has a basic network and power checklist.
- Owners have defined who can restart services or devices.
Identify the scope
Start by finding out whether one PC, one display, the Controller, or the whole branch is affected.
- Check whether other Agent PCs are still online.
- Check whether the Controller service is reachable.
- Ask staff whether the issue started after power, router, or PC changes.
Protect live operation
During an outage, staff should avoid making broad setup changes. Keep customers informed and protect active work.
- Do not delete devices or recreate branch setup during a temporary disconnect.
- Avoid selling stations that show offline or unhealthy state.
- Use the branch fallback process for customer communication.
Check after reconnect
When devices return online, confirm the visible state before sending customers back to them.
- Refresh the dashboard and affected device pages.
- Check Agent PC health before starting new sessions.
- Review any pending requests, displays, or cashier cases that happened during the issue.
Verify it worked
- Staff can tell whether the issue affects one device or the whole branch.
- No one recreates devices or pricing to fix a temporary disconnect.
- Recovered PCs and displays are checked before customer use.
Troubleshooting
Many PCs go offline at the same time.
Check branch network, power, and Controller service before troubleshooting each PC individually.
A device reconnects but still behaves strangely.
Run a short test session or display check before returning it to normal operation.