Toast Network Troubleshooting

1. Toast Network Troubleshooting Click anywhere on screen to continue to next slide You may use the back and forward keys located in the bottom right corner of you screen to navigate the screen show

2. Toast Network Troubleshooting • Identify the sites Equipment setup by checking Tigerpaw by checking customer assets • Open the account for the site • Click the View menu at the top • Go down to customer assets • look thru list and identify the network hardware • Meraki Firewall and License • Cn400 or Cn500 access points • You can double click on any item to look at it serial number • You can also verify the date of purchase for warranty status • ISS offers a 1 year warranty on hardware

3. Toast Network Troubleshooting • A typical toast Network will always consist of: • Cisco Meraki z1 or mx64 router/firewall • Configured with 4 ports and internet port • Ip scheme is 192.168.192.1 -254 • Access to the can be done locally by going to 192.168.192.1 on a browser and entering the serial number on the unit or in tigerpaw for the password • Manage remotely with cloud interface  If larger site or has multiple Access points there will be a network switch by the router • 8 port with 4 POE • 8 port with 8 POE • 16 port  Typically, from this point there will be home runs to each access point, Terminal and order printer. • A terminal and receipt printer will get a mini switch to share the network between the 2 devices. • This is a point of failure and we have seen the switch get unplugged and the system goes offline. • Access points are either ran off switch with POE ports or use the POE injector that comes with the access point. • A single cn400 (indoor) or cn500 (outdoor) normally would not use a POE • If a site has 2 or more AP we try to sell them a POE switch just to eliminate Power outlets needed at install and keep the install clean.   • WIFI access points are for Hand Held devices only all terminals should be hardwired • All terminals and handhelds are DHCP • All Printers should be Static Ip in the 192.168.192.168 – 192.168.192.189 range • You can get the IP configuration for a printer by running a self-test on the printer • Turn printer off • Hold down feed button • Keeping feed held down turn on power until the unit prints • Epson printers can take about 10 seconds to print self-test

4. Toast Network Troubleshooting

5. Toast Network Troubleshooting Meraki Router Meraki Router if the light is any other color but light blue (white) it is having a connection issue

6. Toast Network Troubleshooting Mini Switch POE Switch TP link 8 port with 4 POE

7. Toast Network Troubleshooting Meraki Troubleshooting https://account.meraki.com/secure/login/dashboard_login User name = support@iss4pos.com Password = Info2325 Choose ISS in the organization list Select the site from the network list

8. Toast Network Troubleshooting You can now click on the Security Appliance menu and in the sub menu choose appliance status

9. Toast Network Troubleshooting The Appliance Status will show you If it is connected to the internet, if it is not then troubleshooting internet modem or connection to the internet modem Will give you the Public IP which you can try pinging to see if it is online In this case 66.228.16.39 What ports have an active connection to a device (green means plugged in) Along with the overview of usage and Latency

10. Toast Network Troubleshooting To test the connection to the terminals Click on the DHCP Leases

11. Toast Network Troubleshooting Here we see this site has 8 Android devices online Going forward we will have the PM team change the name from the Mac address to the Computer name for easier troubleshooting before the install is completed

12. Toast Network Troubleshooting To find the Mac Address on a Elo tablet or the Samsung Tablet Have the Customer down in the upper right hand corner of the Screen and select Settings

13. Toast Network Troubleshooting In Settings Make Sure Wifi is off on ELO devices Make Sure Wifi is on for Pay at table device Click ethernet configuration

14. Toast Network Troubleshooting In ethernet configuration You can uncheck the box and then recheck the box to renew the DHCP address If it is not connected to the router it will say Ip Address Unavailable Also in here you can read the Mac address and compare to the DHCP lease on the Meraki Cloud to see what IP it was getting and now you can start a ping to that device

15. Toast Network Troubleshooting Ping Test from the Meraki Simply click the Ping button and then you may enter a URL or IP address in the box and start testing

16. Toast Network Troubleshooting The Ping test will open a new test window for each ping started so you can actually test all the IP address at one time As you can see the Red circle is showing ping returns with no loss and 3ms returns The blue circle is showing a IP that is not responding with 100% loss You can also click the pause/play to pause and restart the Ping test

17. Toast Network Troubleshooting You can also go back to Security Appliance and select DHCP and this tab will show you the Static IP address for the Printers Range of IP address

18. Toast Network Troubleshooting Troubleshooting Printers They should have a IP on the sticker in which you can try Pinging to see if it is online Make sure the printer has Power Make sure the Printer has Paper

19. Toast Network Troubleshooting Troubleshooting Printers To get the IP address on a Toast Receipt Printer if the sticker is missing Turn off Printer Hold feed button down, while holding down the feed button turn on the printer and keep the feed button held down until the self test prints On here you can get the IP configuration

20. Toast Network Troubleshooting To find what the IP address should be on the printer in toast configuration Go to pos.toasttab.com and login as support User: support@iss4pos.com Password: ISS23254419 Select the Site form the switch Restaurant function at the top of the page In this case we choosing Deli Barn

21. Toast Network Troubleshooting From here we can Navigate to the Kitchen/ Dining Room set up and choose Printers

22. Toast Network Troubleshooting In Printers we can see which printers are assigned which IP Addresses in the configuration

23. Toast Network Troubleshooting You can then click on Prep stations and see which where each printer is assigned for which prep station In this case we can see Food is printing to Kitchen Printer and Drinks and No Print items print no where

24. Toast Network Troubleshooting To Tell which device that printer is being used by is Device specific and you will need the employee you to check that on the device itself 1- Click the Toast Icon at the top of the screen

25. Toast Network Troubleshooting To Tell which device that printer is being used by is Device specific and you will need the employee you to check that on the device itself 2- Scroll down to Device Setup in the configuration screen

26. Toast Network Troubleshooting To Tell which device that printer is being used by is Device specific and you will need the employee you to check that on the device itself 2- Scroll down to Device Setup in the configuration screen

27. Toast Network Troubleshooting To Tell which device that printer is being used by is Device specific and you will need the employee you to check that on the device itself 3- Scroll down and look at the Receipt Printer assignment

28. Toast Network Troubleshooting ISS currently and for the last 12Year sold only Cambium CN400 and Cn500 Access points We have some future sites with Ubiquiti still in them but very few CN400 is the indoor AP (top picture) CN500 Is the outdoor AP (bottom picture) These are cloud based products and to view their configuration and see if they are online you can log into the cloud.

29. Toast Network Troubleshooting Both units have 2 lights on them Power should be green if power it is provided by Power Over Ethernet (POE) Power supplied by either POE switch or POE injector 3) POE injector pictured here consist of a power cord to the wall, the network from firewall in the Lan Port and then the cable going to the AP comes out of the port labeled POE

30. Toast Network Troubleshooting Cambium Cloud Log into site https://cloud.cambiumnetworks.com User: support@iss4pos.com Password: iss2325 Please only use the cloud for troubleshooting All onboarding will continue to be done by Jeremy with Aaron backing him up when needed. This is a picture of the dashboard when you log in

31. Toast Network Troubleshooting Cambium Cloud To see the devices on our account Click the wrench Choose dashboard

32. Toast Network Troubleshooting Cambium Cloud You can scroll thru our networks and you will notice all our Toast sites start with the word Toast The sites that do not say Toast at the start are Future POS sites

33. Toast Network Troubleshooting Cambium Cloud Business with Multiple AP or Sites will show these when you expand the network by clicking the right arrow In this one we see Whidbey Coffee has 5 AP and they are located at 5 different store

34. Toast Network Troubleshooting Cambium Cloud Once you click on a AP the dashboard for that device will show up

35. Toast Network Troubleshooting Cambium Cloud By clicking Clients at the top we can see what devices and IP are connected to the device We can then use IP address to trouble shoot the issue If you do not see the device they are using in the list then they are not connected to the correct WIFI AP

36. Toast Network Troubleshooting Cambium Cloud By clicking the wrench and going into Tools we can access the utilities to help troubleshoot any issues with the WIFI The network connectivity tab will give you the ability to ping a device or the internet URL

37. Toast Network Troubleshooting Cambium Cloud Client Health will show you the devices attached and their connection band and strength Along with how much data they are using

38. Toast Network Troubleshooting Cambium Cloud WIFI Analyzer tab will let you see other WIFI networks in the area and how they are effecting the WIFI for the POS system You can run this on the 5ghz or 2.4 ghz networks by selecting the network and pressing “Start scan” We try to keep all our devices on 5ghz for a clear signal but in some cases we need to have the 2.4 ghz radio on to reach further with the signal