POS: check the connection to services and the send queue
The network icon on a device only says that Wi-Fi or a cable is connected. It does not know whether the internet actually works or whether the server that receives your sales responds. The register’s connection check answers that with one button: the register contacts the accounting server and the register site several times in a row and shows what exactly is wrong.
The check sells, sends and changes nothing: it does not touch orders, receipts or payments.
What you need to get started#
- An open register (the POS section) in a browser or in the register app.
- No special permissions: the check reads no location data and is available to anyone who has the register open.
- Works in both clouds — cenaly.com and cenaly.ru; there are no country restrictions.
How to check the connection#
- On the register, open the “Register status” window: tap ⓘ or “2 more” (the number is how many more states there are) on the status strip above the ticket. If there is no strip or button, choose the “Connection and queue” command.
- In the window, find the “Connection check” section and tap “Check connection”.
- Wait a few seconds. The button shows progress — for example, “Checking… 4/8”. The register makes four attempts to each address; each waits at most 5 seconds for a reply, and no new attempts start after 25 seconds.
Tapping again while the check runs does not start a second one: you get one result. If you tap again within 5 seconds after it finishes, the register shows the same result without sending new requests.
How to read the result#
At the top you see the verdict and the check time, below it — what to do next.
| Verdict | What it means | What to do |
|---|---|---|
| Connection is good | The accounting server answered every attempt quickly | Work as usual |
| Connection is slow | Replies arrive, but the median is longer than 1.5 seconds | Move closer to the router or switch networks (Wi-Fi ↔ mobile) |
| Connection is unstable | Some attempts were lost | Records wait in the queue and are re-sent; check the router or switch networks |
| No internet connection | Neither the accounting server nor the register site answered | Check the cable, Wi-Fi or mobile data; the register keeps working offline |
| The internet works, but the accounting server does not respond | The register site answered (or the server returned an error), the accounting server did not | The problem is on the service side; keep working offline and check again in a few minutes |
| The server cannot be reached (network or service) | The accounting server did not answer and there is no separate way to test the network (an app without its own site) | Check the network first, then repeat the check later |
| Connection is fine, but the sign-in has expired | The server answers, but the cloud sign-in has ended | Sign in again: until then records stay on the device and are not sent |
Below the verdict there is a line for each address: “Accounting server” and “Register site”, their host, how many attempts out of how many got a reply, the median and the longest reply time in milliseconds. If there was no reply, you see the reason: timeout, network error, or a server error with its code.
The “Sign-in” line shows:
- “Valid until …” — until when the current sign-in is valid;
- “Expired — sign in again” — cloud records will not be sent until you sign in again;
- “Register mode without cloud sign-in (cashier PIN)” — the register works with a cashier PIN; the cloud sign-in expiry is not checked here;
- “Not checked: no connection to the server” — without a connection the sign-in is not checked, so you never see a false “sign in again”.
“Copy result” puts the verdict on the clipboard — handy for sending to support. The text contains only hosts, numbers and times; there are no sign-in data or account identifiers in it.
The send queue is separate from the connection#
Under the result you always see the “Send queue on this device” block: how many of your records are waiting to be sent and how many the register could not deliver. It updates by itself, without a button.
These are two different questions. A good connection does not mean everything has been sent: records leave one after another. And the other way round: with an empty queue the connection can still be poor — there is simply nothing to send right now. Records the register could not deliver are handled in “Shifts and register” → “Sending queue”.
Limitations#
- Only two addresses are checked: the accounting server of your cloud (cenaly.com or cenaly.ru) and the site the register is opened from. You cannot enter your own address to check.
- The payment terminal, the bridge and the fiscal device are not checked here: see the Hardware section.
- The sign-in is checked on the device by its expiry; the accounting server confirms it on the next send.
- In a register app without its own site, “no network” and “service unavailable” cannot be told apart — the verdict says exactly that.
- The device’s “online” icon never makes the verdict green: “Connection is good” only comes from real server replies.
Troubleshooting#
“No internet connection” although Wi-Fi is connected. The router may have no internet access or may require a sign-in on its own page. Open any website in the device’s browser; if it does not open, restart the router or switch to mobile data.
“The internet works, but the accounting server does not respond”. Do not restart the register or repeat sales: records are saved on the device and will be sent by themselves. Check again in a few minutes; if it lasts longer than half an hour, copy the result and send it to support.
“Connection is fine, but the sign-in has expired”. Sign in again with your account on the sign-in page. If the register works in register mode with a cashier PIN, a “Sign in again” button appears next to the 🔐 chip in the register header while there is a connection. After that the queue starts leaving by itself.
FAQ#
Does the check load the network?#
Hardly: eight small requests per check. Frequent taps do not multiply requests — a repeat within the first seconds shows the previous result.
Why does the check say “slow” while sales go through?#
The register is built for poor connections: sales are written to the device immediately and sent in the background. “Slow” warns that screens and exchange with the server may lag.
Does the owner see cashiers’ check results?#
No. The result is shown only on this register and is not sent anywhere. To show it to support, copy the text with “Copy result”.
Related sections#
- Multiple tills and devices at one location — weak Wi-Fi and device logs.