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TroubleShooting – Network Connection Issues

Lost of Internet Connection

If Alice seems slower, freezes or simply won’t launch, it might be due to a poor or intermittent Internet/Network connection. Here’s what you can do to fix it:

  • Check if the issue is limited to a single computer or your entire network:  This will help pinpoint the source of the issue.
  • Depending on your connection type, it could be the root of the issue:
    • Wi-Fi:
      • Check the signal strength. Distance from the router and interfering obstacles can affect your connection’s quality and stability.
      • Sharing your Wi-Fi network with your customers increases the network load and will reduce performance. It is highly recommended to have a separate Guest network with limited bandwidth usage.
    • Hardwired:
      • Make sure you’re using the adequate wiring and that the wires are not damaged.
      • Check the connection. It needs to be undamaged and properly connected.

A wired connection is highly recommended for POS computers. It allows for a more stable and consistent connection.

  • Check the modem and router
    • Make sure that everything is connected properly with the right type of wires and that nothing is damaged.
    • Reset the modem (usually a small reset button on the back).
  • Restart the router with the following procedure:
    • You’ll need “Administrator” credentials.
    • Open a web browser, type in the router’s address which will usually be one of following:
      • 192.168.0.1
      • 192.168.1.1
      • 192.168.2.1
      • 192.168.0.254
      • 192.168.1.254
      • 192.168.2.254

      If none of the ones above work, please note that more often than not, the default router’s address should also be in your router’s user manual or on the manufacturer’s website.

    • When prompted, enter the router’s Adminstrator credentials (Not the same as the Wi‑Fi’s password).
    • Go to “Settings” or “System” (varies from brand to brand).
    • Look for an option allowing you to save the current configuration on your PC.
    • This will make a copy of the current configuration if something happens during the restart.

    • Restart the router, either by using the tool in the router management page or by unplugging the power cable for 30 seconds.
  • Check the connection’s quality
    • Run a Speedtest: This will indicate the strength and speed of your Internet connection. A connection that appears too low or too high is a symptom that there’s a problem. If things look abnormal, please contact your Internet service provider.
    • Create a Hotspot: If your regular Internet connection fails, you can create a WiFi Hotspot with your smartphone or a USB 3G card. Here’s how to use your Android or iPhone device as a hotspot.
    • Verify if you use a lot of bandwidth: Are you streaming music? Videos? Using additional tools aside from Alice POS that requires constant access to the internet?
    • Use a software like CCleaner to clean the cache of your Internet browser: This will remove any useless and unwanted cache files from browsing on the internet.
  • Check if it’s a hardware issue such as faulty network card, wires, etc.
    • Using this guide.
    • Try to reproduce the issue with another device (smartphone, tablet, computer, laptop, etc…).
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