How do I get a store back online?

If a Byte store is displaying a red border on the tablet screen and shows multiple issues on the Dashboard, then we say that the kiosk is offline, or “not getting heartbeats.” Basically, the store is not connected to the Internet.

If the store is in offline mode, then the store is not connected to the internet and commands will not work from the Dashboard. The store is still able to process transaction for 96 hours during offline mode.

The next step is to troubleshoot on-site in front of the store - here are a few things to look at first:

  1. Tablet display status - is the screen on or off?
  2. If on, does the touchscreen work?  
  3. Credit card light status: is the green light on or off?
  • If the green light is off, please follow these instructions.
  • If the green light is on, try rebooting. Unplug the white cable, wait 10 seconds, and plug it back in. Wait a couple of minutes. Repeat once or twice if the Byte store is still offline.
  1. Check for a faint yellow border on the screen. If it's there, reboot the Byte store.
  • If after reboot the yellow border is still there, then please swipe a card.
  • If the yellow border does not go away after swiping a card, then the Byte store is still offline and it's time to check the Optconnect (wireless) or Ethernet cable.

If connecting via Optconnect (not Ethernet):

  1. Check the small, silver Optconnect device - this is either mounted on the back of the Byte store or on top of the Byte store, inside the shallow black box known as the hat.
  • Are there 3 green lights on?
  1. Is the Optconnect antenna placed in an optimal location?
  • If the antenna is a black cylinder, place it on top or on back of the Byte store.
  • If the antenna is a dual antenna, mount each antenna on top or on the side of the Byte store at least 6 inches apart.
  1. Check the 3 green lights again to see if all are on. If they are and the Byte store is still not showing a green light in the Dashboard, please reboot the machine.

If connecting via Ethernet:

Still having issues? Let’s look at how is the store getting power.

Surge protector vs. wall outlet

  • If this Byte store is an older model: it might be a failed battery in the UPS surge protector.
  • Have someone on-site plug both black and white cables into the right side of the surge protector.
  • If the Byte store is new and/or the above fix does not work, remove plugs from the surge protector and plug black & white cables directly into the wall.

If the kiosk still has no heartbeat / black display after the above steps. . .

  • Has there been an outage? 

If the kiosk has power/heartbeat but the tablet is still black:

  1. Has there been an outage?
  2. Is the green light on or off? (most likely 'on' in this scenario)
  • If the green light is on, it could be a failing tablet => try rebooting, either manually or through the Dashboard.2. Have someone on-site verify whether the screen is back on. 
  1. A reboot will remotely reboot the entire Tablet resetting all services. Reboots are appropriate for hardware issues and can take up to 2 minutes to complete. 
  2. If the remote reboot command did not work, try a physical reboot by unplugging the white cable, waiting 10 seconds, then plugging it back in. Please reboot at least 2 times.
  • If the screen is still black with green light on, then the tablet may need to be replaced. 

In the event that none of the troubleshooting steps work, please contact support@bytetechnology.co. We are here to help! 

How did we do?

Transactions made while store is offline

Code 400C

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