Common Remote Connections issues

Common Remote Connections issues

This article provides some easy to follow, basic steps to potentially resolve a problem using a Remote Connection for Retailer, especially for businesses using the Cloud Hosting system.
If you use a Retailer Remote App icon, or RDP icon, to run Retailer, the following advice may help in resolving issues.

Issues starting Remote connection

When trying to start Retailer remote connection, if an error message shows "Remote Desktop cannot connect to the remote computer for one of these reasons", there are a few things to check and try.
  1. Check that the internet is working in the store and on that terminal
    Try opening a web page online like www.towersystems.com.au or other commercial websites. If the internet isn't working, the remote connection won't work. Consider rebooting that computer if it's the only one not connecting. If it continues to not connect to the internet, you may need to consult your local IT tech.
  2. If the Internet is working, but the remote connection won't, try rebooting/restarting your modem router to reset the network connection
    This is sometimes necessary as network connections need a refresh on their settings. Depending on the brand and type of modem router, there may be different ways to do this, such as power-cycling (turning the power off and on for the modem router), or pressing a restart button on the box. Refer to the modem router manufacturer's advice for the best way to do this.
If the remote connection still isn't working, and having resolved the steps above, contact Tower Systems Support.
It's useful to note whether anyone has previously needed to enter a login password for Retailer remote connection, and whether it failed.

Issues with Remote connection dropping/disconnecting

If you use Retailer through the Remote Connection, and it suddenly disconnects, or you see a message indicating it has disconnected, you can try to reopen Retailer in the Remote connection.
As the program works through your internet connection, a temporary internet issue may cause a disconnect and may be a once-off event.

If this is happening more often, consider doing the following:
  1. If the connection just drops without a message, or just says it has disconnected, try rebooting your modem router. Sometimes an unstable connection just needs to be reset.
  2. If you're performing any large file downloads/uploads, consider cancelling them and doing that later, as it may be using up available connection bandwidth.
  3. If the message indicates that the connection is closed due to 'timing out', or an 'idle timeout', the system may have disconnected you due to inactivity. Consider just closing Retailer if you are not intending to use it for awhile (e.g. 1 hour or more). You may also wish to disable any Sleep or Hibernate settings for when the computer has been idle.
    The Sleep and Hibernate settings can be changed following this advice from Microsoft: Windows 11 power settings
Should the problem persist after trying the steps above, contact Tower Systems Support for further help.

Issues with printing in Remote connection

The printers that are used for Retailer are also connecting through the Internet, to the Cloud System where your Retailer is. You may notice it doing this when opening Retailer, as a little black screen will open with some lines showing it loading printers.
This means it may take a short wait when Retailer opens before it allows trading, while the printers are connecting.

If the printing isn't working, there are a few things that can be checked that may resolve the issue.
  1. First, check that the printer is working from your computer directly.
    You can follow the steps in these advice sheets for your particular printing to check.
    Receipt printer not working
    Label or report not printing
  2. Next, make sure to close the Retailer remote connection, wait a minute and try reopening it. This will disconnect and try to reconnect the printers if they didn't connect properly before.
    If the black screen that loads the printers shows any red lines, the printers may not have connected properly so you may need to disconnect and reconnect again.

If the above steps have been tried and the printer prints regular documents or test pages, but still doesn't print in Retailer, contact Tower Systems support.

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