NTR

NTR Troubleshooting

Click here to open the NTR Troubleshooting Playbook PDF.

Issues Impacting All NTRs

  1. Check for network/internet access issues at location.
  2. Check if firewall maintenance has been done since the last working state.
    1. If so, are the firewall IPs and Ports still open?
  3. Make sure NTR has an IP address.
    1. Settings – Ethernet: IP Address
    2. If DHCP is enabled but you see 0.0.0.0, 1) check whether the DHCP server is down; 2) check whether the Port access on the NTR is disabled (Ethernet option checked on Ethernet settings).
    3. If Static, then there might be an issue at the switch/router level.
  4. Make sure there is no power issue at the location.
  5. Check if the JBRAIN is online.

  1. Check for network/internet access issues at location.
  2. Check if firewall maintenance has been done since the last working state.
    1. If so, are the firewall IPs and Ports still open?
  3. Make sure NTR has an IP address.
    1. Settings – Ethernet: IP Address
    2. If DHCP is enabled but you see 0.0.0.0, 1) check whether the DHCP server is down; 2) check whether the Port access on the NTR is disabled (Ethernet option checked on Ethernet settings).
    3. If Static, then there might be an issue at the switch/router level.
  4. Make sure there is no power issue at the location.
  5. Check if the JBRAIN is online.

  1. Check for network/internet issues at location.
  2. Check if firewall maintenance has been done since the last working state.
    1. If so, are the firewall IPs and Ports still open?
  3. Make sure NTR has an IP address.
    1. Settings – Ethernet: IP Address
    2. If DHCP is enabled but you see 0.0.0.0, 1) check whether the DHCP server is down; 2) check whether the Port access on the NTR is disabled (Ethernet option checked on Ethernet settings).
  4. Make sure there is no power issue at the location.
  5. Check if the JBRAIN is online.
  6. Were any POS changes made to the setting since the last known working state?
    1. Ask if NTRs were moved or swapped between different lanes. This is very unlikely, but could happen when the store is moving things around or there is a major change happening at the store. Make sure the lane number matches the POS terminal number on the cashier mini screen.
  7. Please check for any email from us about a general incident. The email will come from do-not-reply@appcard.com with subject line <AppCard Incident - ......> In the case that you aren't subscribed, please login to this page: https://status.appcard.com.

Issues Impacting A Single NTR

  1. Verify if the NTR is on WiFi or Ethernet.
    1. WiFi and Ethernet cannot be enabled at the same time. If on WiFi, make sure Ethernet is disabled. If on Ethernet, make sure WiFi is turned off. This can cause network conflict.
  2. Verify 2 white cables, the extender and adapter cable, are firmly seated into the NTR or into the Ethernet cable.
    1. To verify if the extender cable is operational or not, go to Ethernet settings and verify you see an IP address. If you do not see an IP address, confirm the Ethernet cable is operational.
  3. If there is still no IP address, switch the cables with a spare or with cables from a working NTR on another lane to determine if it is the cables that need to be replaced.
    1. If NTR still has no connection after switching cables, please contact technical support to begin the process of replacing the NTR.

  1. Verify that the small screen on the NTR says "JBrain is connected (lane 1)" and the lane number of the NTR matches the lane you are troubleshooting.
  2. Verify that the NTR was not moved from one lane to another.

  1. Confirm there are no issues with store network.
  2. Do a wiggle test of the white extender cable that goes directly into the NTR.
    1. Go to Ethernet settings. Wiggle the extender cable. If you see the IP address go from numbers to all 0.0.0.0, that indicates the extender cable is going bad.

  1. Verify that the small screen on the NTR says "JBrain is connected (lane 1)" and the lane number of the NTR matches the lane you are troubleshooting.
  2. Verify that the NTR was not moved from one lane to another.

 

  1. Verify if the same display issues exist on a different lane.
  2. Verify if there is any physical damage to the NTR.

Issues Impacting In-Lane Printers

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