--- title: "Troubleshoot a frozen or crashed POS" source: https://support.storeconnect.com/articles/reset-an-unresponsive-pos type: article format: markdown site: StoreConnect Support — product and developer documentation for StoreConnect site_index: https://storeconnect.com/llms.txt docs_index: https://support.storeconnect.com/llms.txt note: Append .md to any page or article URL on this site to get its Markdown form. --- # Troubleshoot a frozen or crashed POS Use this article to recover a POS that has crashed, frozen, or stopped responding, and get the register back to trading. ## Symptoms Any of the following mean the register needs to be recovered: - The screen is frozen and does not respond to taps or clicks. - The POS has crashed or closed unexpectedly and will not restart. - The POS is stuck on a loading screen or shows a blank white screen. - The register shows as already connected in Salesforce, so you cannot connect to it again. ## Where to start 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 unsynchronized orders or transactions or shifts that have been done on the POS device and not yet arrived in Salesforce. ::: ## Disconnect the register from the 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 its data and then present you with a login screen. 4. Enter your username and your PIN code and **Log in**. 5. Select your register from the list (if it does not appear, wait a minute or two or select **Check Again**. 6. Select your user to log in. 7. 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 the register from the 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 affected 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 the 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: 6. On the "Connected Registers" screen, click **Connect** in the bottom menu. 7. Scan the QR code of the outlet provided to you and **Continue**. 8. Enter the name of this register and the PIN for the device. 9. Click on the register now listed in Connected Registers. 10. Enter your username and user PIN code. 11. Select your register from the list (if it does not appear, wait a minute or two or select **Check Again**. 12. Select your user to log in. 13. 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 affected 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. --- ## Follow StoreConnect - [Email Newsletter](https://storeconnect.com/c/lp-newsletter) - [LinkedIn Newsletter](https://www.linkedin.com/build-relation/newsletter-follow?entityUrn=7444956928444862464) - [YouTube](https://www.youtube.com/channel/UCngKdP2x8l1wcbAKW3tvU8g) - [LinkedIn](https://www.linkedin.com/company/storeconnect) - [X / Twitter](https://x.com/storeconnecthq) ## Popular Links - [Partners](https://storeconnect.com/partners) - [Become a Partner](https://storeconnect.com/become-a-partner) - [News](https://storeconnect.com/articles/news) - [Events](https://storeconnect.com/articles/events) - [Live Events](https://storeconnect.com/live-events) - [Feature Comparison](https://storeconnect.com/how-we-compare) - [Download a free trial](https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3A00000FMkeKUAT) - [Book a Demo](https://storeconnect.com/contact) ## Documentation - [Help documentation](https://support.storeconnect.com/help-documentation) - [AI agents](https://support.storeconnect.com/ai) - [Videos & tutorials](https://support.storeconnect.com/videos-tutorials) - [Developer reference](https://support.storeconnect.com/developer-reference) - [Release notes](https://support.storeconnect.com/release-notes) - [Troubleshooting](https://support.storeconnect.com/troubleshooting) - [Trust Center](https://trust.getstoreconnect.com/) - [Status Page](https://status.storeconnect.com/) ## Contact - info@getstoreconnect.com - US +1 415 745 3230 - AUS +61 2 8365 2308 100 S Ashley Dr, Suite 600-2461 Tampa FL 33602-600 USA Level 22, Sydney Place 180 George Street Sydney, NSW, 2000, AUS ## Machine-readable - [Site index for agents](https://storeconnect.com/llms.txt): curated map of the StoreConnect site in llms.txt format - [Documentation index for agents](https://support.storeconnect.com/llms.txt): full technical and product documentation map Every page and article on this site has a Markdown rendering: append `.md` to its URL. Continue in Markdown: [Help documentation](https://support.storeconnect.com/help-documentation.md) · [Developer reference](https://support.storeconnect.com/developer-reference.md) · [Videos & tutorials](https://support.storeconnect.com/videos-tutorials.md) · [Release notes](https://support.storeconnect.com/release-notes.md) --- StoreConnect Support — https://support.storeconnect.com/articles/reset-an-unresponsive-pos