Reset an unresponsive POS

If the POS becomes frozen or unresponsive, try the built-in disconnect options first. If those aren’t accessible, you can manually clear the POS browser data and reset the register connection in Salesforce.

:::warning Warning, this will permanently delete any unsynchronised orders or transactions or shifts that have been done on the POS device and not yet arrived in Salesforce. :::

Disconnect Register Option via Lock Screen (Desktop or Tablet)

If you are still able to access the Lock screen on the POS, do the following:

1. Lock the register.
2. In the top menu select Disconnect.
3. When prompted, choose to Wipe data and disconnect.

The POS device will wipe it’s data and then present you with a login screen.

1. Enter your username and your PIN code and Log in.
2. Select your register from the list (if it does not appear, wait a minute or to or select Check Again.
3. Select your user to log in.
4. Enter your PIN to restart your shift.

This clears local data and marks the register as disconnected in Salesforce. Only proceed with the manual steps below if the POS is too unresponsive to use this option.

Disconnect Register Option via Manage Registers Screen (Tablet)

If you can not use the lock screen on a tablet, you can fully disconnect the register via the 3 dot menu at the bottom right of the StoreConnect tablet app.

Step 1 — Reset the register in Salesforce

1. From the StoreConnect Console, go to POS > POS Outlets.
2. Open the outlet the register belongs to.
3. In the Related > Outlet Registers section, open the effected register record.
4. Uncheck Connected and save.

This makes the register available to connect again. Skip this step if the register was never successfully connected.

Once done, depending if you are on a desktop or tablet, do the appropriate Step 2 below.

Step 2 — Disconnect Register

On the POS device, do the following:

1. Select the 3 dot menu in the bottom of the screen on the device (or lock the device) and go to Exit to manage registers.
2. Select the 3 dot more option next to the register you have been using.
3. Select Disconnect.
4. Select Disconnect in the pop up warning to wipe all data.
5. Enter the PIN code for the device and select Confirm.

With this done you will need to connect the register again and set it up. Do the following:

1. On the “Connected Registers” screen, click Connect in the bottom menu.
2. Scan the QR code of the outlet provided to you and Continue.
3. Enter the name of this register and the PIN for the device.
4. Click on the register now listed in Connected Registers.
5. Enter your username and user PIN code.
6. Select your register from the list (if it does not appear, wait a minute or to or select Check Again.
7. Select your user to log in.
8. Enter your PIN to restart your shift.

This clears local data and marks the register as disconnected in Salesforce. Only proceed with the manual steps below if the POS is too unresponsive to use this option.

Manual reset

A manual reset involves two things: resetting the register’s connection status in Salesforce, and clearing the POS browser storage on the device.

Step 1 — Reset the register in Salesforce

1. From the StoreConnect Console, go to POS > POS Outlets.
2. Open the outlet the register belongs to.
3. In the Related > Outlet Registers section, open the effected register record.
4. Uncheck Connected and save.

This makes the register available to connect again. Skip this step if the register was never successfully connected.

Step 2 — Clear browser storage on the device

The POS stores its local data in the browser’s IndexedDB and local storage. You need to clear both. The steps differ depending on the device.

On a desktop or laptop (Chrome, Edge, or Firefox)

1. Open the browser where POS is running and go to the POS URL.
2. Open the browser developer tools:
   • Chrome / Edge: press F12, or right-click anywhere and select Inspect
   • Firefox: press F12, or right-click and select Inspect
3. Go to the Application tab (Chrome/Edge) or Storage tab (Firefox).
4. In the left panel under Storage, expand IndexedDB.
5. Delete any databases whose names start with storeconnect — there will typically be two: storeconnect and storeconnect_pos.
6. In the left panel, click Local Storage, select the POS URL entry, and click Clear All.
7. Close the developer tools and reload the page.

On a tablet

Developer tools are not available on most tablets. Use the browser’s built-in storage controls instead.

Chrome on Android:

1. Tap the three-dot menu > Settings > Privacy and security > Site settings.
2. Find the POS URL in the list and tap it.
3. Tap Clear and reset.

Chrome on iPad:

1. Tap the three-dot menu > Settings > Privacy > Clear Browsing Data.
2. Make sure Cookies, Site Data is checked.
3. Tap Clear Browsing Data.

:::note This clears browsing data for all sites, not just the POS. :::

Safari on iPad:

1. On the device, open the Settings app and go to Apps > Safari > Advanced > Website Data.
2. Find your POS domain in the list and swipe left to delete it.

Alternatively, go to Settings > Apps > Safari > Clear History and Website Data to clear all sites.

Step 3 — Reconnect

1. Reload the POS URL in the browser.
2. Select and connect the register as normal.
3. Sign in with a PIN and start a shift.

All the records should sync to your device and you should have a working POS register.