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Common Issues & Quick Fixes

Admin Manager Cashier

Use this page when something at the register isn't working and you need the first thing to try.

Quick fixes​

  1. Receipt printer not printing: check it's on, has paper and no error light. On a computer, make sure the Printer Bridge program is running. Then tap Test Print in the POS Settings (gear icon).
  2. Can't log in or forgot your PIN: read the message on screen. If you've forgotten your PIN or password, ask an admin to set a new one in Settings → Manage Users (click Edit next to your name).
  3. The register says Offline: keep selling. Sales are saved on the device and sent when the internet comes back. Don't clear the browser while it's offline.
  4. Scanner does nothing: close any pop-up window, then scan again. Still nothing? Unplug the scanner and plug it back in.
  5. Cash drawer won't open: check the cable from the drawer to the receipt printer and that the drawer's key lock isn't locked. The drawer opens through the printer, so fix the printer first.
  6. Old prices or a product is missing: tap the sync status in the register's top bar, then tap Sync Now.
  7. Card payment seems stuck: use the buttons on the payment screen (Try Again, Retry Now or Recover Payment). Don't charge the card again until you know the first try failed.
Still stuck?

Write down the exact message, take a photo of the screen, and submit a support ticket.

Common questions​

The register screen is blank or keeps loading. Do a hard refresh: press Ctrl + Shift + R (Windows) or Cmd + Shift + R (Mac). See POS Not Loading before you clear any browser data.

I'm a clerk. Why is it asking for an email and password? A manager signs the register in once with their email and password. After that, clerks only need their 4-digit PIN.

It says "No Available Registers". The register loaded fine, but there's no active register for it to use. Ask an admin to check the registers in the admin panel. See Registers.

Why don't the report totals match what we took in? Net sales are shown before tax. Look for Total collected (incl. tax) for the amount that includes tax, and check the date range and filters.

More detail: the register won't load, or you can't sign in

1. POS Register Won't Load​

Symptoms: The register screen shows a blank page, a loading screen 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).
  2. Check your internet connection. The register needs the internet the first time it loads on a device. Once it has loaded, it can keep selling if the connection drops.
  3. Check the address. Make sure you are on your store's own address (for example yourstore.brotherpos.ca/pos).
  4. Try a different browser. Chrome or Edge on a computer is a good second try.
  5. If you see "No Available Registers", the register loaded fine, but your store has no active register it can use. Ask an admin to check the registers in the admin panel (see Registers).
Before clearing browser data

Clearing site data can delete sales the register saved while offline and has not sent yet. Check the sync status in the register's top bar first. See POS Not Loading for the safe order of steps.

2. Can't Log In / PIN Not Working​

Symptoms: You enter your password or PIN and the system rejects it.

Quick Fixes:

  1. Read the message. "Email or password is incorrect" means the email or password is wrong. "PIN not recognized" on the PIN pad means your email and password were fine but the PIN is wrong.
  2. Double-check your PIN. PINs are exactly 4 digits.
  3. "Account is disabled" means your account has been switched off. Ask an admin to reactivate it.
  4. Make sure you are on your own store's address. PINs belong to a store, so a PIN from one store will not work on another store's address.
  5. Forgot your PIN or password? There's no self-serve reset for staff. An admin goes to Settings → Manage Users, clicks Edit next to your name, and types a new 4-digit PIN or a new password.
  6. Are you a driver? Drivers sign in on the delivery app, not the register. See The Driver App.
Account lockouts

After 10 wrong attempts your account is locked for 5 minutes, and the screen shows a countdown. Wait for it to finish, then try again. Several wrong tries in quick succession can also show "Too many attempts. Please wait and try again." Wait about a minute. See Logging In for details.

More detail: printer, scanner and cash drawer

3. Receipt Printer Not Printing​

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

Quick Fixes:

  1. Check the printer is powered on and not showing an error light.
  2. Check for paper jams or an empty paper roll. Open the printer cover and look.
  3. Using the register in a browser on a computer? All printing goes through the Printer Bridge. Make sure the Printer Bridge program is running on that computer.
  4. Send a test print. Tap Test Print in the register's Settings (gear icon), or click Test Print on the register's page in the admin panel. The admin Printers page has no test button.
  5. Restart the printer. Turn it off, wait 10 seconds, and turn 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. Close any pop-up window, then scan. On the main register screen, scans are picked up even while you're typing in a box. While a pop-up window is open, the scan types into that window instead.
  2. Check the USB connection. Unplug the scanner and plug it back in. Try a different USB port.
  3. Check the barcode is on the product. Search for the product by name and check its SKU or barcode matches what is printed on the package.
  4. Test the scanner in a plain text app (like Notepad). If nothing appears there, the problem is the scanner, not Brother POS.
  5. Clean the scanner window. Dust and smudges can stop it reading.

See Scanner Issues for more.

8. Cash Drawer Won't Open​

Symptoms: The cash drawer does not pop open after a cash sale or when opened by hand.

Quick Fixes:

  1. Check the cable between the cash drawer and the receipt printer. Make sure it is pushed in firmly at both ends.
  2. Test the receipt printer. The drawer is opened through the printer, so if the printer is not working, fix that first.
  3. Try the Open Cash Drawer button (the $ icon) in the register's top bar. It only appears for staff allowed to open the drawer, and only on a register that has a printer set up.
  4. Check the drawer lock. If the drawer's key lock is locked, it will not open by itself.

See Cash Drawer Issues for more.

More detail: a sale won't complete

5. Sale Won't Complete / Payment Stuck​

Symptoms: You tap a payment button and nothing happens, or the payment screen seems stuck.

Quick Fixes:

  1. Check the payment amount. For cash, the amount entered must cover the total.
  2. Look for a message on screen. A message may explain why the sale cannot complete (for example, a customer purchase limit).
  3. Card terminal stuck? Follow the buttons on the card payment screen (Try Again, Retry Now or Recover Payment). Do not charge the card again until you know the first attempt failed. See Payment Issues.
  4. Refresh the register if the screen is truly frozen. The cart is saved on the register, so the items should still be there after the reload.
Offline sales

If the connection drops, the register saves the sale on the device and sends it automatically when the connection comes back. Pending sales appear in Sales History. See Offline Mode.

More detail: products missing or prices out of date

6. Products Not Showing Up in POS​

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

Quick Fixes:

  1. Check the product is active. Only active products appear on the register. Check the product in the admin panel.
  2. Check the category filter. If a category is selected on the register, products in other categories are hidden.
  3. Sync the register. Tap the sync status in the register's top bar and tap Sync Now.
  4. Don't judge by a $0.00 price. Products priced by tier, weight or size can show $0.00 as their base price and still sell normally.

7. Data Out of Date​

Symptoms: Changes made in the admin panel do not appear on the register, or the register shows old prices.

Quick Fixes:

  1. Tap the sync status in the register's top bar and tap Sync Now.
  2. Check the network connection. Syncing needs the internet. The sync panel shows whether the register is connected.
  3. Check the admin panel to make sure your change actually saved.
  4. Refresh the page if the change still does not appear.
WooCommerce sync issues?

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

More detail: a slow register and report numbers

9. Slow Performance / POS Lagging​

Symptoms: The register feels sluggish or there is a noticeable delay between taps.

Quick Fixes:

  1. Close browser tabs and apps you don't need. They use memory the register could be using.
  2. Check your network. Slow or busy Wi-Fi causes delays. A wired connection is more reliable.
  3. Restart the browser. Close it completely and reopen.
  4. Restart the device. A full restart often fixes slowdowns.

10. Report Numbers Don't Look Right​

Symptoms: Totals in reports do not match what you expected.

Quick Fixes:

  1. Check the date range. Make sure the report dates match the period you want.
  2. Check the filters. The Sales report can be filtered by payment method, cashier and status. Make sure you are not looking at only part of your sales.
  3. Remember tax. Net sales are shown before tax. The Total collected (incl. tax) figure is what customers actually paid, tax included.
  4. Remember voided sales. Voided sales are not counted as completed sales.
  5. Account for discounts and cash rounding. Discounts, and cash rounding if your store uses it, explain small differences between line totals and the final total.
  6. Compare with the Z-Report. The Z-Report for a drawer session is the reference for that session's cash.
More detail: when to escalate, and a quick reference table

When to Escalate​

If you have tried the quick fixes above and the problem is still there:

  1. Write down the exact error message (if any) and what you were doing.
  2. Take a photo or screenshot if you can.
  3. Tell your manager or admin.
  4. Submit a support ticket. See Submitting Support Tickets.

Quick Reference Table​

IssueFirst Thing to Try
POS won't loadHard refresh (Ctrl + Shift + R)
Can't log inRead the message, check your 4-digit PIN
Forgot PIN or passwordAsk an admin to set a new one in Settings → Manage Users
Printer not printingCheck power and paper, check the Printer Bridge is running
Scanner not workingClose any pop-up, reseat the USB cable
Sale won't completeRead the on-screen message, follow the payment screen's buttons
Products missingCheck product is active, check category filter, Sync Now
Data out of dateTap the sync status, Sync Now
Cash drawer stuckCheck cable to printer, check lock
POS is slowClose tabs, check network, restart
Report numbers offCheck date range, filters, and before-tax vs incl.-tax totals

What's Next?​