Tablet problems
Problems with the FocalPOS app on the front desk tablet, and how to fix them. For how-tos, see the tablet guides: Sign in a tablet, Clock staff in and out, Check in a walk-in and Take a cash payment.
How do I sign in (pair) a tablet?
Section titled “How do I sign in (pair) a tablet?”- In the web dashboard, go to Devices. Add the tablet with + Add device if it isn’t there yet.
- Open the tablet’s ⋯ menu and choose Get a pairing code (or Pair again). You get a 6-digit code that works once, for 10 minutes.
- On the tablet, where it says Enter PIN (“Enter your 6-digit PIN to continue”), type the code and press Submit.
- The tablet says “Welcome, <device name>!”.
The tablet calls it a PIN, but it’s the pairing code from Devices, not your employee PIN or the device PIN. See the Glossary.
The tablet says the code is not valid or has expired.
Section titled “The tablet says the code is not valid or has expired.”“That code is not valid or has expired. Ask the owner for a new one.”
- Codes last 10 minutes and work once. In Devices, press New code (or Get a pairing code again) and type the new one straight away.
- Make sure you’re typing the pairing code, not an employee PIN or the 8-digit device PIN.
- Make sure the code is for this tablet. Each device has its own code.
- A disabled device can’t get a code. Enable it first from its ⋯ menu.
The tablet says “Too many attempts. Wait 5 minutes.”
Section titled “The tablet says “Too many attempts. Wait 5 minutes.””Too many wrong codes were typed. Wait 5 minutes, get a new code in Devices, and try again.
The tablet says “Your session has expired” or “This device is not fully set up”.
Section titled “The tablet says “Your session has expired” or “This device is not fully set up”.”The tablet was signed out, or someone paired it again with a new code (a new code ends the tablet’s other sessions). Get a new pairing code in Devices and sign in again.
The tablet shows “Permissions Required”.
Section titled “The tablet shows “Permissions Required”.”The app needs Location, Bluetooth and Nearby Devices to find the card terminal and printer. Press Grant Permissions and allow each one (“While using the app”). If you denied one, press Open Settings, allow it in Android settings, come back and press Recheck Permissions.
The tablet shows “Network Connection Required”.
Section titled “The tablet shows “Network Connection Required”.”The tablet is offline. FocalPOS needs the internet to work: there’s no offline mode. Press Open Network Settings and connect to Wi-Fi, then press Recheck Connection.
The tablet shows “Install Permission Required”.
Section titled “The tablet shows “Install Permission Required”.”The app needs permission to install its own updates. Allow “install unknown apps” for FocalPOS when Android asks.
Walk-ins can’t be assigned to anyone.
Section titled “Walk-ins can’t be assigned to anyone.”Someone has to be clocked in before a walk-in can be assigned. The tablet says “No clocked-in staff available to assign”.
- Tap the N on shift chip at the top of the tablet (it says No one on shift when nobody is).
- Press Clock In next to the employee. If the tablet asks, they type their employee PIN.
- Go back and check in the walk-in.
Why does the tablet ask for an employee PIN to clock in on one tablet and not another?
Section titled “Why does the tablet ask for an employee PIN to clock in on one tablet and not another?”It depends on the tablet’s profile. If the profile has Clock in and out ticked among its extra PIN prompts, the tablet asks for the employee’s PIN. Otherwise clocking in is one tap. Change it in Devices > Profiles. Customer kiosks always ask.
An employee forgot their PIN.
Section titled “An employee forgot their PIN.”Set a new one in the web dashboard: Employees > Staff, open the employee, and set a new 8-digit PIN. Older 6-digit PINs keep working until they’re changed.
I forgot the device PIN.
Section titled “I forgot the device PIN.”The device PIN is the 8-digit PIN you set when you added the tablet in Devices. It’s needed to sign the tablet out. Nobody can look it up, but you can set a new one: in Devices, open the tablet’s ⋯ menu and choose Set a new PIN. Type the new 8 digits twice.
The tablet won’t sign out.
Section titled “The tablet won’t sign out.”Signing out asks for the 8-digit device PIN (“Enter the 8-digit device PIN to sign out”). “Wrong device PIN” means it doesn’t match. Set a new one in Devices (see above).
The Customer button for walk-ins is missing.
Section titled “The Customer button for walk-ins is missing.”The tablet’s profile doesn’t allow staff to check customers in. In Devices > Profiles, open the tablet’s profile and turn on Check customers in under what staff can do.
Cash Drawer or Transactions is missing from the menu.
Section titled “Cash Drawer or Transactions is missing from the menu.”These depend on the tablet’s profile. In Devices > Profiles, turn on Cash drawer or See past transactions for that profile.
The tablet says “Hardware needs attention”, “Printer disconnected” or “Terminal not connected”.
Section titled “The tablet says “Hardware needs attention”, “Printer disconnected” or “Terminal not connected”.”Tap the warning to see what’s wrong and press Reconnect. For card terminal problems see Payment problems; for the printer see Receipt printer.
Still stuck?
Section titled “Still stuck?”Email [email protected] with the tablet’s name from Devices and a photo of the screen.