Who is this for?
StoreHub merchants using Multiple Register Sync (MRS) who need to understand daily operations, monitor sync status, and resolve common issues.
Overview
This guide explains how to effectively use Multiple Register Sync (MRS) in your daily operations, including processing payments, managing existing orders, and understanding sync statuses. It also provides step-by-step solutions for common troubleshooting issues you might encounter with your MRS setup.
Before You Begin
Multiple Register Sync (MRS) should already be set up in your BackOffice and on your POS devices. If not, please refer to this article.
You need access to your StoreHub POS app and BackOffice.
Ensure you have a stable internet connection.
Glossary
Local Server (Main Register)
Your primary POS device that acts as the central hub for syncing orders and typically handles checkouts.
Client Register (Ordering Register)
Additional POS devices connected to your 'Local Server', primarily used for taking orders. They can also process payments if enabled and updated.
Step-by-Step Guide
Process Payments with Multiple Register Sync (MRS)
How you process payments depends on the settings you chose in your BackOffice during MRS setup.
1. If set to 'Local Server Only':
You can only complete payments on your main 'Local Server' register.
'Ordering Registers' (Client Registers) can create orders and save them as open orders, but the final payment must be handled at the 'Local Server'.
2. If set to 'Local Server and Client Registers':
Any connected register (Local Server or Client) with an up-to-date app can process payments, cancellations, and refunds.
Create and Pay for New Orders
Take a customer's order and process the payment immediately, directly from any supported register.
Checkout Existing Orders
Select a previously saved order (for example, a customer's bill for a table) and complete the payment from any supported register.
Cancel or Refund Orders
Cancel or refund orders from any supported Client Register. An internet connection is required for these actions on a Client Register.
Handle Orders Created Before Enabling MRS
When you first turn on MRS, any open orders that existed before MRS was activated will not automatically sync.
1. It is recommended to enable Multiple Register Sync outside of your business hours to avoid issues with existing orders.
2. If there are historical open orders when you set up a Local Server, these orders will be marked with a small 'red dot' next to them.
3. Tap on these open orders to complete the transaction.
4. If any changes are made to these historical open orders, they will then sync to the Local Server, and the red dot will no longer appear.
Understand Sync Statuses
Your registers use colored dots to show their sync status. Here's what each color means:
1. Grey dot
This is the default status after you enable MRS in the BackOffice, but before you have set up a Local Server on any register.
2. Yellow/Orange dot
This means a Client Register has lost its connection to the Local Server. Orders might not be syncing correctly.
3. Green dot
Your register is connected successfully to the Local Server, and orders are syncing.
4. Red dot
Multiple Register Sync is facing a 'cluster error'. This means there's a serious issue with how your registers are communicating, and you'll likely need to troubleshoot.
Identify Your Registers
You can see details about your registers in different parts of the POS app.
1. Register details will be displayed on the 'Product Layout/Take Order' page, 'Open Order' page, and 'Table Layout' page (e.g., 'Client - 1 (7)' means your Register ID is 1).
2. The 'Sync button' on the 'Open Order' and 'Table Layout' pages allows a Client Register to manually get the latest orders from the Local Server.
3. In the 'Multiple Register Sync (MRS)' settings, each register will show its details:
(1) Connectivity Status (e.g., Connected, Disconnected)
(2) Register Name (as set in BackOffice)
(3) Register ID (as set in BackOffice)
(4) IP Address
(5) Data Version
(6) Last Updated Timestamp
(7) The Local Server will be able to view its own identifiers as well as those of all connected Client Registers.
Manage Orders Edited on Multiple Registers
When multiple cashiers are working on orders, it's possible for two people to try and edit the same order at the same time. Here's how MRS handles this:
1. If an order is being edited on multiple registers, you will receive a notification: 'This order was updated by another register.'
2. Once an order is checked out (paid for), it can no longer be modified by any register.
3. If an order is deleted from a different register, the order will be removed from all registers and can’t be edited anymore.
4. If an order is moved to a different table or section from one register, it will be moved successfully without any issues, and the change will sync across all registers.
Troubleshooting
Issue | Solution |
Client Register Shows 'Checkout Unsupported'
| On the affected device, go to the 'App Store' (for iPad) or follow the in-app prompts (for Android) to update the StoreHub POS app to the latest version required. Once updated, the warning will disappear from the Local Server's display, and the Client Register will be able to process payments. |
Order Information Not Synchronised Across iPads | Solution 1: Loss of Connection
Solution 2: Missing Orders
|
Local Network Not Detected | 1. If you are not connecting your POS via an Ethernet cable, ensure WiFi is switched on.
Note: If you are using StoreHub router, look up the StoreHub WiFi name or look for your own service provided.
2. Check that the Local Server is connected to the correct network (either via an Ethernet cable or WiFi connection).
Note: LAN connection is only available for Android Registers.
3. Ensure the Cashier and Ordering Registers are on the same WiFi network and the StoreHub POS App remains open. |
Switch Main Registers | Use this feature when you want to change which device acts as your primary Main Register.
1. On an Ordering Register, go to the 'StoreHub POS App Settings' and tap 'Multiple Register Sync'.
2. Tap 'Change This Register As Local Server'.
Note: Ensure that the Ordering Register is currently connected to the previous Main Register before you begin.
3. A prompt will appear to confirm the Main Register switch; tap 'Set As Local Server' to confirm.
4. Over on your original Main Register, a prompt will appear asking you to approve the switching process; tap 'Yes, Approve' to complete the switch.
Note: If no action is taken on the original register, the authorisation will be automatically accepted after 3 minutes. |
Multiple Local Servers Detected
| Identify the register with the highest 'Data Version' number by navigating to the 'Multiple Register Sync (MRS)' settings page on each register. On the register with the highest number, tap 'Set This Register As Local Server'.
|
Data Version Error | Look for the register that has the highest data version and tap 'Set as Local Server'. Ensure all other registers are connected to the Local Server and verify that all registers show the same data version.
Note: If you've set the wrong register as the Local Server, you can tap 'Change As Local Server' on another register to make that the Local Server. |
Error connecting to Local Server | Check network stability by visiting a website on your browser. If stable, go to the 'Multiple Register Settings' page and tap 'Reconnect'.
|
Advanced Connection Steps
Solution | Description |
Force Close App | Force close the StoreHub POS app and re-open the app. Go to the 'Multiple Register Sync' settings and tap on 'Reconnect'. |
Reset Network | For Android (OS 9 & above):
For iPad (iOS 15 & above):
|
Restart POS Register | Hold down the power button on the POS register and tap 'Restart' or 'Reboot'. Once the device is back on and connected to the network, launch the POS app and tap 'Reconnect'. |
Local Server is down/discontinued | On the register you wish to designate as the new Local Server, tap the 'Force Set Now' button 3 times to make the change.
|
Note:
If you are using a StoreHub router, look for the StoreHub WiFi name. LAN connections are only available for Android Registers.
FAQs
1. Why do I see a red dot on my register?
A red dot indicates a 'cluster error' in your Multiple Register Sync setup. This means there's a significant issue with how your registers are communicating, and you'll need to follow the troubleshooting steps in this guide to resolve it.
2. Can I process refunds on a Client Register?
Yes, if you have enabled the 'Local Server and Client Registers' option in your BackOffice settings and your Client Register's app is up-to-date, you can process refunds from it. An internet connection is required for this action.
3. What should I do if my Main Register (Local Server) suddenly stops working?
If your Main Register fails, you can switch another Client Register to become the new Local Server. Follow the 'Switch Your Main Register (Local Server)' steps in the troubleshooting section of this guide to quickly get your system back online.
Need Help?
Contact StoreHub Support via live chat in your StoreHub app or email [email protected].
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