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POS Not Loading

Cashier Manager Admin

Use this page when the register shows a blank screen, a loading screen that never finishes, or an error instead of the sales screen.

Quick fixes​

  • Blank white screen — Hard refresh: press Ctrl+Shift+R (Windows) or Cmd+Shift+R (Mac). Still blank? Try a private (incognito) window or a different browser.
  • Stuck on "Loading registers..." — The register can't reach the internet. Check another website loads, then refresh.
  • "No registers with open cash drawer sessions are available" — The POS is fine; no drawer is open yet. A manager opens a cash drawer with a starting count.
  • "Something went wrong" — Tap Try Again, then Reload Page if needed. Sales saved on the register are kept.
  • A recent change is missing — Close every POS tab and open the POS again. On the iPad or Android app, close the app completely and reopen it.
  • Nothing works on this device — Try the POS on another device. If it loads there, the problem is only on the first one.
Don't clear browser data until sales are sent

Clearing the browser's saved data deletes any sales still waiting on the device. Tap the sync indicator first and make sure nothing is pending. See Clearing Saved Data Safely.

Common questions​

What is the POS address? Your store's address followed by /pos — for example storename.brotherpos.ca/pos. Open it directly rather than from an old bookmark.

The admin panel works but the POS doesn't. The problem is on that device or in that browser. Hard refresh, turn off ad blockers for your Brother POS address, or try another browser.

I see "Store not identified" when entering my PIN. The POS was opened from an address that doesn't name your store. Open it from your store's own address.

More detail: the full checklist

Quick Checklist​

Before going further, run through this checklist:

  1. Is your internet working? Try loading another website.
  2. Can you open the admin panel at your store's address?
  3. Have you tried a hard refresh (Ctrl+Shift+R or Cmd+Shift+R)?
  4. Is the POS address correct? It should be your store's address followed by /pos (for example storename.brotherpos.ca/pos).
  5. Have you tried a different browser?

If the admin panel loads but the POS does not, the problem is most likely on that device or in that browser.

More detail: messages you might see

Messages You Might See​

MessageWhat it meansWhat to do
Loading registers... that never finishesThe POS cannot reach the server to find your registersCheck your internet connection, then refresh
No registers with open cash drawer sessions are availableThe POS loaded fine, but no drawer is openA manager needs to open a cash drawer session
A register list with Open & SelectNo drawer session is open on the register you wantSomeone allowed to open cash drawers opens it with a starting count
Something went wrong with Try Again and Reload PageThe POS hit an unexpected errorTap Try Again, then Reload Page. Sales saved on the register are kept. If it keeps happening, submit a support ticket
Store not identified when entering a PINThe POS was opened from an address that does not identify your storeOpen the POS from your store's own address
More detail: blank white screen

Blank White Screen​

Problem​

Opening /pos shows a completely blank page.

Solutions​

  1. Hard refresh the page.

    • Windows/Linux: Press Ctrl+Shift+R
    • Mac: Press Cmd+Shift+R

  2. Close and reopen the browser, then open the POS again.

  3. Try a private (incognito) window. If the POS loads there but not in a normal window, the problem is saved browser data or a browser extension.

  4. Turn off browser extensions. Ad blockers and privacy or security extensions can interfere with the POS. Try turning them off for your Brother POS address.

  5. Try a different device. If the POS loads on another device, the problem is limited to the first one.

More detail: loading screen that never finishes

Loading Screen That Never Finishes​

Problem​

The POS shows a loading indicator and never reaches the register.

Solutions​

  1. Check your network connection. The first time the POS loads on a device, it must reach the server to sign you in and download your store's information.

  2. Sign in again. Open your store's /pos address directly (not from an old bookmark). If you are asked to sign in, sign in with your email and password, then your PIN.

  3. Check for a drawer session message. The POS will not open the register until a cash drawer session is open. If you see a register list or a message about open cash drawer sessions, ask a manager to open the drawer.

More detail: outdated version and how updates arrive

Outdated Version​

Problem​

The POS seems to be running an old version — a recent change is missing, or it behaves differently from other registers.

Explanation​

The POS saves its own files on the device so it can load quickly and keep working without the internet. In a web browser, the POS checks for a new version when it opens and about once an hour after that. A new version downloads in the background and then waits: while it waits, a small Update ready — applies when the cart is empty note shows in the bottom-left corner. The POS switches to the new version on its own once the cart is empty, no payment or other window is open, and nobody has touched the screen for about 20 seconds — so it never reloads in the middle of a sale.

The iPad and Android apps update separately and aren't affected by this note.

Solutions​

  1. Close all POS tabs and open the POS again. This lets the new version take over.
  2. Hard refresh: Ctrl+Shift+R (Windows/Linux) or Cmd+Shift+R (Mac).
  3. On the iPad or Android app, close the app completely and reopen it.
  4. Still old? Clear the browser's saved data for your Brother POS address — but read the warning below first.
More detail: clearing saved data safely

Clearing Saved Data Safely​

The POS keeps sales made while offline, your product catalog and other information saved on the device. Clearing the browser's site data or cache for your Brother POS address can fix a POS that keeps misbehaving, but it also deletes anything saved on that device.

Check for unsent sales first

Before clearing saved data, tap the sync indicator in the POS header and check that there are no pending sales. Pending sales also appear in Sales History. If any are waiting, reconnect to the internet and let them sync (or tap Sync Now) before you clear anything. Clearing saved data deletes unsent sales permanently. See Offline Issues.

When nothing is pending:

  1. In your browser settings, clear the site data (cookies and saved data) for your Brother POS address.
  2. Open the POS again and sign in with your email, password and PIN.
  3. The POS downloads your store's information again. This can take a moment with a large catalog.
More detail: home screen app

Home Screen App (Installed from the Browser)​

Problem​

You added the POS to your home screen or taskbar from the browser, and now it will not open, opens to a blank screen, or shows an old version.

Solutions​

  1. Open the POS in the browser first. Go to your store's /pos address in Chrome or Edge. If it loads fine there, the problem is with the installed shortcut.

  2. Remove and reinstall it. Remove the installed POS the same way you remove any app on that device, then open the POS in the browser and install it again. See Installing as a PWA. Check for unsent sales first — removing it can clear its saved data.

More detail: tablets and phones

Mobile Device Issues​

Problem​

The POS does not load or is unresponsive on a tablet or phone.

Solutions​

  1. Check available storage. If the device is almost full, the POS may be unable to save its files. The Sync Status panel (tap the sync indicator) shows how much storage the POS is using.

  2. Close other apps running in the background.

  3. Restart the device. A full restart clears temporary memory and fixes many issues.

  4. Update the browser or app from the App Store or Play Store.

When Nothing Works​

If none of the steps above fix the problem:

  1. Write down the exact message you see (if any).
  2. Take a photo or screenshot of the screen.
  3. Note which device and browser you are using (for example, Chrome on Windows 11, or the iPad app).
  4. Try a different device to see whether the problem is limited to one device.
  5. Submit a support ticket. If the POS loads at all, tap the gear icon in the header and tap Get Support. Otherwise, a manager or admin can click their name in the top-right corner of the admin panel and select Get Support. See Submitting Support Tickets.