---
title: "Troubleshoot common POS issues"
slug: "troubleshoot-common-pos-issues"
updated: 2026-06-16T18:44:38Z
published: 2026-06-16T18:44:38Z
canonical: "mysupport.roller.software/troubleshoot-common-pos-issues"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://mysupport.roller.software/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshoot common POS issues

Having some trouble with POS? We got you!

This guide walks through a list of the most common POS issues and how you can troubleshoot them.

## ROLLER Connect is offline

![mceclip0.png](https://cdn.us.document360.io/23700755-951c-4b69-8afe-ec8b33c6c689/Images/Documentation/360002955196.png)

ROLLER Connect, the service which manages your connection between ROLLER POS and receipt printers is not running or has crashed.

If you're using ROLLER Connect Legacy, go to the guide [Restart ROLLER Connect Legacy](/v1/docs/restart-roller-connect-legacy)

If you're using ROLLER Connect Windows service, contact the [support team](/v1/docs/contact-roller-support).

Alternatively, consider using [production management](/v1/docs/get-started-with-cloud-printing) to manage receipt and docket printing at your venue. Production management uses [print stations](/v1/docs/create-your-print-stations-for-cloud-printing) to connect compatible receipt printers to POS devices over the network and requires no installations or drivers. You can also set up backup docket printers and will have the ability to [troubleshoot any docket printing errors](/v1/docs/error-handling-at-pos-with-cloud-printing) directly from POS[.](/v1/docs/error-handling-at-pos-with-cloud-printing)

## POS offline error

![mceclip5.png](https://cdn.us.document360.io/23700755-951c-4b69-8afe-ec8b33c6c689/Images/Documentation/360002955276.png)

This means that your POS device/computer is not connected to the internet.

If the orange bar frequently appears and disappears, this suggests that you're having intermittent internet issues and we recommend that you speak with your IT support team/provider to help you resolve this.

ROLLER POS does have some offline capabilities which you can read more about [using ROLLER POS in Offline Mode](/v1/docs/use-roller-pos-in-offline-mode).

## No payment taken

If ROLLER POS is saying payment has been received, but the card terminal hasn’t taken any payment, make sure that you have **not** turned on **Offline card payments** in **POS**:

1. Log in to POS.
2. Go to **More** > **Settings** > **Hardware**.
3. Under **General Hardware Settings**, make sure **Offline card payment** is set to **No**.

> [!NOTE]
> To learn more, read the FAQ guide [Why is POS saying payment received, but the card terminal hasn’t taken any payment?](/v1/docs/why-does-pos-show-payment-received-but-the-card-terminal-hasn-t)

## Receipt printer issues

Follow our [receipt printing troubleshooting guide.](/v1/docs/receipt-printing-troubleshooting-roller-connect)

## Cash drawer issues

Follow our [cash drawer troubleshooting guide.](/v1/docs/cash-drawer-troubleshooting-roller-connect)

## Menus and items have disappeared

This means that your POS device has been deallocated. To reallocate your POS device, follow the steps below.

1. From POS, go to **More** > **Settings** > **Device**.
2. Select the correct device from the list and your menu items should all reappear.

## POS devices are greyed out

This means that all POS devices are allocated.

In order to re-allocate your device at POS, you first need to deallocate it from Venue Manager. Follow this guide on how to [deallocate a POS device.](/docs/troubleshoot-common-pos-issues#unresolved-360000123915)

![mceclip2.png](https://cdn.us.document360.io/23700755-951c-4b69-8afe-ec8b33c6c689/Images/Documentation/360002955216.png)

## Product or ticket is missing

If you can't find a particular product or ticket type you want to sell in POS, you need to add it to your POS menu. Refer to the following guides:

- [Create your POS devices](/v1/docs/create-your-pos-devices)
- [Create your POS templates](/v1/docs/create-your-pos-templates)
- [Create and edit your POS menus](/v1/docs/create-and-edit-pos-menus)

## Related

- [Cash drawer troubleshooting (ROLLER Connect)](/cash-drawer-troubleshooting-roller-connect.md)
- [Manage individual POS device settings](/manage-individual-pos-device-settings.md)
- [Receipt printing troubleshooting (ROLLER Connect)](/receipt-printing-troubleshooting-roller-connect.md)
- [Contact ROLLER support](/contact-roller-support.md)
- [Open, close (reconcile) and edit till sessions](/open-close-reconcile-and-edit-till-sessions.md)