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Network Issues

Admin Manager

Use this page when the register or admin panel keeps dropping its connection, runs slowly, or can't reach a printer.

Quick fixes​

  • The sync indicator in the POS top bar says Offline — Check another website loads. If it doesn't, restart your router (unplug it, wait 30 seconds, plug it back in). You can keep selling meanwhile; sales are saved on the register and sent when the connection returns.
  • Only one device has problems — The problem is that device or its Wi-Fi signal. Move it closer to the router, or plug it in with a network cable.
  • Receipts stopped printing — Make sure the printer is on and connected. On a computer, make sure the Printer Bridge program is running. See Printer Issues.
  • A page spins and never finishes — Refresh and try again. If a card payment was in progress, don't refresh — use the buttons on the payment screen (such as Recover Payment) so you don't charge twice.
  • Everything is slow — Run a speed test on the register and pause other devices that are streaming or downloading.

Common questions​

Can I keep selling when the internet goes down? Yes. The register saves sales on the device and sends them by itself when the connection comes back. See Offline Issues.

How do I see if the register is connected? Tap the sync indicator in the POS top bar. The Sync Status panel shows Connected or No Internet, how many sales are waiting, and when it last synced.

My printer worked yesterday and today it can't be found. Its network address probably changed after a power cut or router restart. Ask whoever set up your network to give the printer a fixed address, then update it under Printers in the admin panel.

More detail: what kind of network problem you have

Diagnosing Network Problems​

Start by working out what kind of problem you have:

SymptomLikely Cause
POS sync indicator shows OfflineThe device has lost its internet connection
Receipts not printingPrinter, or the Printer Bridge, cannot be reached
Sales and searches are slowWeak Wi-Fi or a slow or congested connection
A page never finishes loadingConnection dropped or too slow
Some devices work, others do notLocal network issue (router, switch, or Wi-Fi)
Check the sync indicator

Tap the sync indicator in the POS header. The Sync Status panel shows whether the register is Connected or has No Internet, how many sales are waiting to be sent, and when it last synced.

More detail: Wi-Fi drops

Wi-Fi Drops and Intermittent Connectivity​

Problem​

The POS register or admin panel loses connection on and off. The sync indicator switches between online and Offline, or pages take a very long time to load.

Solutions​

  1. Check your Wi-Fi signal strength. If the signal is weak, the register may be too far from the router.

    • Move the register closer to the router, or
    • Add a Wi-Fi access point or mesh node near the register area.

  2. Switch to a wired connection. For registers that stay in one place, a wired Ethernet connection is more reliable than Wi-Fi. A USB-to-Ethernet adapter works if the device has no Ethernet port.

  3. Reduce interference. Microwaves and other electronics near the router can interfere with Wi-Fi. If your router offers a 5 GHz network, try connecting the register to it.

  4. Restart your router. Unplug it, wait 30 seconds, and plug it back in. Allow a few minutes for it to fully restart.

  5. Check if other devices are affected. If every device in the store has problems, the issue is likely your internet provider or router. If only one device is affected, the problem is with that device.

You can keep selling

When the connection drops, the register saves sales on the device and sends them automatically when the connection returns. See Offline Issues.

More detail: printer disconnections

Printer Disconnections​

Problem​

Receipt or label printers stop responding, or print jobs never come out.

Solutions​

  1. In a browser on a computer, check the Printer Bridge. All printing from a desktop browser goes through the Printer Bridge program on that computer. Make sure it is running.

  2. Check the printer is on the network (for network printers).

    • Check the printer's network light.
    • Print the printer's own self-test or network status page (see your printer's manual). It shows the printer's current IP address.

  3. Give the printer a fixed IP address. A printer that gets a new address after a power outage or router restart can no longer be found at its old address.

    • In your router's settings, reserve an address for the printer, or set a fixed address on the printer itself.
    • If the address changed, update it on the printer's page under Printers in the admin panel (or in the Printer Bridge, if the bridge is what connects to the printer).

  4. Check the cable or Wi-Fi connection. If the printer uses Ethernet, try a different cable. If it is on Wi-Fi, make sure it is connected to the correct network.

  5. Restart the printer. Turn it off, wait 10 seconds, and turn it back on.

See Printer Issues and Receipt Printers for more.

More detail: slow or failed requests

Slow or Failed Requests​

Problem​

Actions in the POS or admin panel fail, or a loading indicator spins without finishing.

Solutions​

  1. Check your internet connection. Open a new browser tab and go to any website. If it does not load, your internet is down.

  2. Try again. A single failure does not mean a lasting problem. Refresh the page and repeat the action.

  3. On a card terminal screen, do not just refresh. If a card payment was in progress, follow the buttons on the payment screen (such as Recover Payment) so you do not charge the customer twice. See Payment Issues.

  4. Try a different device. If the problem only happens on one device, the issue is local to that device.

  5. Contact support if the problem happens on every device and your internet is working.

More detail: store address won't open

Store Address Won't Open​

Problem​

The browser shows "This site can't be reached" when you open your store's address (for example storename.brotherpos.ca).

Solutions​

  1. Check your internet connection. Try a well-known site like google.com. If that also fails, your internet is down.

  2. Check the spelling of your store's address.

  3. Restart your router. Address lookup problems often clear after a router restart.

  4. Try another network. For example, try the address on a phone using mobile data. If it opens there, the problem is with your store's network or internet provider.

More detail: slow network

Slow Network Performance​

Problem​

Everything works but feels sluggish.

Solutions​

  1. Run a speed test from the POS device (for example at speedtest.net) and compare it to the speed your internet plan should give you.

  2. Check for bandwidth hogs. Other devices streaming video, downloading updates or running backups can use up your connection. Consider a separate network for your POS equipment.

  3. Close unneeded browser tabs. Each tab uses memory and can slow down the POS.

  4. Contact your internet provider if speed tests keep showing poor results.

More detail: firewalls and managed networks

Firewalls and Managed Networks​

Problem​

The POS loads but some things do not work — for example, receipts do not print or card terminals cannot be reached.

Solutions​

  1. Allow secure web traffic to your store's address. Brother POS runs over standard secure web connections, which most networks allow by default.

  2. Check proxy servers. If your network uses a proxy, set the POS devices to bypass it for your Brother POS address.

  3. Let the POS computer reach your printers. Traffic between the computer running the Printer Bridge and your network printers must not be blocked.

  4. Let card terminals reach the internet. Card terminals need their own internet connection to reach the payment processor.

Ask your network administrator

If your store is in a mall, shared building, or uses a managed network, contact the network administrator. They may need to allow your Brother POS address.

When to Contact Support​

Contact your admin or Brother POS support if:

  • Network problems persist after trying the steps on this page
  • You see error messages not covered here
  • Brother POS appears to be down on every device while other websites work

To submit a ticket, click your name in the top-right corner of the admin panel and select Get Support, or tap the gear icon on the POS and tap Get Support. See Submitting Support Tickets.