Skip to main content

Common Issues & Quick Fixes

This page covers the most frequently encountered issues in Brother POS, organized from most common to least common. For each issue you will find the symptoms, likely cause, and step-by-step fix.

If your issue is not listed here, check the more specific troubleshooting pages or submit a support ticket.

1. POS Register Won't Load​

Symptoms: The POS screen at /pos shows a blank white page, a spinning loader that never finishes, or a browser error.

Quick Fixes:

  1. Hard refresh the browser. Press Ctrl + Shift + R (Windows/Linux) or Cmd + Shift + R (Mac) to bypass the cache.
  2. Clear the browser cache. Go to your browser's settings and clear cached data. The POS is a progressive web app and sometimes a stale cache causes issues.
  3. Check your internet connection. The POS needs to reach your Brother POS server on the initial load. Once loaded, it can work offline temporarily.
  4. Try a different browser. Chrome and Edge are recommended. Safari and Firefox may have compatibility issues with some PWA features.
  5. Check the URL. Make sure you are accessing the correct subdomain (e.g., yourstore.brotherpos.ca/pos).
Still stuck?

If the POS loads on another device but not yours, the issue is local to your device. Clear all site data in your browser settings: Settings > Privacy > Clear browsing data > Cookies and site data.

2. Can't Log In / PIN Not Working​

Symptoms: You enter your PIN or password and the system rejects it, or the login screen does not respond.

Quick Fixes:

  1. Double-check your PIN. PINs are numeric only. Make sure Caps Lock or Num Lock is not interfering with your input.
  2. Ask your manager to verify your account is active. Deactivated accounts cannot log in.
  3. Check if the correct store is selected. If your store has multiple locations, make sure you are on the right subdomain.
  4. Try logging in with your email and password instead of PIN, if your role supports it.
  5. Ask an admin to reset your PIN. They can do this from Admin > Users > [Your Account] > Reset PIN.
Account lockouts

After multiple failed login attempts, your account may be temporarily locked. Wait 5 minutes and try again, or ask an admin to unlock your account.

3. Receipt Printer Not Printing​

Symptoms: Sales complete successfully but no receipt prints, or the printer makes noise but produces blank or garbled output.

Quick Fixes:

  1. Check the printer is powered on and the status light shows ready (usually a steady green light).
  2. Verify the network connection. Network printers need to be on the same network as the POS. Try pinging the printer's IP address.
  3. Check for paper jams or empty paper rolls. Open the printer cover and inspect.
  4. Print a test page from the Printers page in the admin panel.
  5. Restart the printer. Power it off, wait 10 seconds, and power it back on.

For detailed printer troubleshooting, see Printer Issues.

4. Barcode Scanner Not Scanning​

Symptoms: Scanning a barcode does nothing, or the wrong product appears.

Quick Fixes:

  1. Make sure the cursor is NOT in a text input field. The POS uses a global keydown handler to detect barcode scans. This handler is skipped when an input field has focus. Click anywhere outside the search bar (such as the product grid area) before scanning.
  2. Check the USB connection. Unplug the scanner and plug it back in. Try a different USB port.
  3. Verify the barcode exists in Brother POS. Search for the product manually. If the SKU does not match, the barcode will not resolve to a product.
  4. Check barcode format. Brother POS supports standard UPC, EAN, and Code 128 barcodes. Proprietary or damaged barcodes may not scan correctly.
  5. Clean the scanner lens. Dust and smudges can prevent accurate reads.

5. Sale Won't Complete / Payment Stuck​

Symptoms: You tap "Complete Sale" or "Pay" and nothing happens, or the payment screen freezes.

Quick Fixes:

  1. Check if a cash drawer is open. Sales cannot be processed without an active cash drawer session. Ask a manager to open the drawer.
  2. Verify the payment amount. The tendered amount must equal or exceed the sale total for cash payments.
  3. Check your network connection. Payment processing requires a connection to the server.
  4. Look for validation errors. A red message at the top or bottom of the screen may explain why the sale cannot complete (e.g., customer purchase limit exceeded).
  5. Refresh the POS. If the interface is genuinely frozen, press F5 or Ctrl + R to reload. Your cart should be preserved.
Offline queue

If the network drops during payment, Brother POS may queue the transaction locally. The sale will sync automatically when connectivity is restored. You will see a notification when queued sales are successfully synced.

6. Products Not Showing Up in POS​

Symptoms: You search for a product and it does not appear, or the product catalog seems empty or incomplete.

Quick Fixes:

  1. Check if the product is active. Only active products appear in the POS. Verify in Admin > Products that the product status is set to Active.
  2. Check if the product has a price. Products without a price cannot be sold and may not appear in search results.
  3. Sync the product catalog. The POS caches the product list locally. Check the sync status indicator in the header bar to see when the last sync occurred, or refresh the page to trigger a new sync.
  4. Check category filters. If you have a category filter selected in the POS, the product may be hidden because it belongs to a different category.
  5. Verify the product belongs to your store. In a multi-tenant environment, products are store-specific.

7. Sync Not Working / Data Out of Date​

Symptoms: Changes made in the admin panel do not appear in the POS, or the POS shows old prices, old inventory levels, or missing products.

Quick Fixes:

  1. Force a sync by checking the sync status indicator in the header bar and refreshing the page if needed.
  2. Hard refresh the browser. Ctrl + Shift + R clears the cached data.
  3. Check the network connection. Sync requires connectivity to the server.
  4. Wait a moment. Some changes (like bulk product updates) trigger background jobs that may take 30-60 seconds to process.
  5. Check the admin panel to confirm your changes were saved successfully.
WooCommerce sync issues?

If products are not syncing with your WooCommerce store, see the WooCommerce Health Monitor for diagnostic tools.

8. Cash Drawer Won't Open​

Symptoms: The physical cash drawer does not pop open when completing a cash sale or when manually triggered.

Quick Fixes:

  1. Check the RJ11/RJ12 cable connecting the cash drawer to the receipt printer's DK port. Make sure it is firmly seated at both ends.
  2. Test the receipt printer. If the printer is not working either, fix the printer first -- the drawer is triggered through the printer.
  3. Try opening the drawer from the POS. Cash drawers are opened via the POS register interface.
  4. Check the drawer lock. Most cash drawers have a physical key lock. If locked, the drawer will not open electronically.
  5. Verify the drawer model is compatible. The drawer must support the standard ESC/POS kick command sent through the printer.

9. Slow Performance / POS Lagging​

Symptoms: The POS feels sluggish, pages take a long time to load, or there is a noticeable delay between actions.

Quick Fixes:

  1. Close unnecessary browser tabs. Each tab consumes memory, which can slow down the POS.
  2. Clear browser cache and data. Accumulated cache data can degrade performance over time.
  3. Check your network speed. Slow or congested Wi-Fi will cause delays. Try switching to a wired Ethernet connection.
  4. Restart the browser. Close it completely and reopen.
  5. Restart the device. If the issue persists, a full device reboot often resolves memory-related slowdowns.
Large catalogs

Stores with very large product catalogs (5,000+ products) may experience slower initial load times. Once loaded, performance should be normal. If not, contact your admin to review product catalog optimization.

10. Report Numbers Don't Look Right​

Symptoms: Sales totals in reports do not match expected numbers, or discounts seem to be missing from calculations.

Quick Fixes:

  1. Check the date range. Make sure the report dates match the period you are trying to review. Date filters default to today in many reports.
  2. Check for voided sales. Voided sales are excluded from revenue totals. If you expected them to be included, look in the voided transactions section.
  3. Verify the register or user filter. Some reports can be filtered by register or cashier. Make sure you are viewing all data, not a subset.
  4. Look at the discount column. When discounts are applied, the subtotal plus tax may not equal the total. The discount accounts for the difference.
  5. Compare with the Z-Report. The Z-Report for a specific session is the source of truth for that session's cash reconciliation.

When to Escalate​

If you have tried the quick fixes above and the issue persists, it is time to escalate:

  1. Note the exact error message (if any) and what steps led to the issue.
  2. Take a screenshot if possible.
  3. Contact your manager or admin. They have access to system logs and can investigate further.
  4. Submit a support ticket if your admin cannot resolve it. See Submitting Support Tickets for instructions.

Quick Reference Table​

IssueFirst Thing to Try
POS won't loadHard refresh (Ctrl + Shift + R)
Can't log inVerify PIN is correct, check account is active
Printer not printingCheck power and network, restart printer
Scanner not workingClick outside search field, reseat USB cable
Sale won't completeCheck cash drawer is open, check network
Products missingCheck sync status in header bar, refresh page, check product is active
Data out of dateCheck sync status in header bar, refresh page
Cash drawer stuckCheck RJ11 cable to printer, check lock
POS is slowClose tabs, clear cache, check network
Report numbers offCheck date range and filters

What's Next?​