SOS

Before calling our amazing support team, please go through this page to save yourself some time which you can use for your customers. 🙂

Clover disconnected

Error message:
Master is unable to connect to the Clover Flex.

Verify the following:

1. The Wi-Fi connection the iPad is connected to is the one reserved for the POS network or the original network during installation.

2. The Wi-Fi connection the Clover is connected to is the one reserved for the POS network or the original network during installation.

On the Clover (Flex or Mini):

  1. Press the four corners on the welcome screen.
  2. If required, enter the manager’s passcode.
  3. Launch the Network Pay Display app.
  4. Press on the icon with three lines in the top right.
  5. Go to Settings.
  6. Uncheck ‘Server Is Secured’.
  7. Press ‘Configure and Restart Server’ at the bottom on the Flex or right on the Mini. The lock turns Red.
  8. Check ‘Server is Secured’.
  9. Press ‘Configure and Restart Server’ at the bottom on the Flex or right on the Mini. The lock turns Green.
  10. Verify that the IP address is one of the following:
    10.20.30.239 or 10.0.1.239 or 192.168.X.239
  11. Write down the IP address.
  12. If the IP is one of the ones above, press the triangle on the bottom left
  13. Press Start. If you do not see the start button, restart the Clover and go back to step 3.
  14. Screen will show: To exit, touch all 4 corners at once.
  15. Press Got it.
  16. You will end up on the welcome screen.

On the Master:

  1. Go to the Orders tab.
  2. Press the settings wheel on the bottom right.
  3. Enter the App Dashboard Pin.
  4. Go to the POS Terminal tab.
  5. Verify that the IP address is one of the following:
    10.20.30.239 or 10.0.1.239 or 192.168.X.239
  6. If the IP matches what you wrote down press IP address then press Connect.
  7. If the IP’s background turns Green you are now connected.

If the error message still occurs, call our support line at +1-844-695-6664 ext 4.

MEV/SRM disconnected

Error message:
MEV CONNECTION IS LOST!

Verify the following:

1. The MEV is on. If it is not, turn it on.
Once the printer prints ‘MEV PRÊT’, on the Master app tap onto the IP at the end of the warning message and press Connect. If this does not work see next points.

2. The Wi-Fi connection the iPad is connected to is the one reserved for the POS network or the original network during installation.

3. The IP in the error message that the IP address is one of the following:
10.20.30.254 or 10.0.1.254 or 192.168.X.254

The first 3 blocks of the IP address must be the same as the network reserved for the POS. Go to Settings on the iPad, select the ‘i’ for info to the right of the connected Wi-Fi and find the router’s IP address.

4. Force quit the Master app and relaunch it. You are connected if the MEV prints automatically and the error is no longer on the screen.

If none of the steps above work, call our support line at +1-844-695-6664 ext 4.

Master is unable to reach the administration panel

Error message:
Master is unable to reach the administration panel.

Follow these steps to reboot your network:

1. Turn your ISP’s (internet service provider) modem and router off then on again.

2. Wait until all of the lights are back on.

3. Reboot your network by following the steps below.

  1. MYR’s networking gear:
    1. Locate the EdgeRouter X or tp-link.
    2. Unplug the power cable which is in the back and plug it back in.


    3. Once the access point’s light is Blue and not flashing, force quit the Master app (double tap the iPad’s home button, swipe the Master app upwards).

    4. Relaunch the Master app.
  2. Your own networking gear:
    1. Turn off your router then turn it back on.
    2. Force quit the Master app (double tap the iPad’s home button, swipe the Master app upwards).

If the error message continues, contact your ISP (internet service provider) before contacting MYR support.

If none of the steps above work, call our support line at +1-844-695-6664 ext 4.

Printer disconnected (Epson Ethernet receipt printers)

Verify the following:

1. The printer is on. If it is not, turn it on.

2. Make sure the printer is connected with an Ethernet cable that is connected to the router.

3. The Wi-Fi connection the iPad is connected to is the networks reserved for the POS or the original network during installation.

Once this is verified, follow these steps:

  1. Turn off the printer.
  2. Unplug the Ethernet cable.
  3. Turn on the printer.
  4. Replug the Ethernet cable.
  5. Force quit the MYR app.
  6. Relaunch the MYR app.
  7. Go to the Orders tab.
  8. Press the settings wheel on the bottom right.
  9. Enter the App Dashboard Pin.
  10. Go to the Printer tab.

If you see the Epson printer’s model name, enable it.

If you do not see the printer, please reboot your network by following the steps below.

  1. MYR’s networking gear:
    1. Locate the EdgeRouter X or tp-link.
    2. Unplug the power cable which is in the back and plug it back in.


    3. Once the access point’s light is Blue and not flashing, force quit the MYR app (double tap the iPad’s home button, swipe the MYR app upwards).

    4. Relaunch the MYR app.
  2. Your own networking gear:
    1. Turn off your router then turn it back on.
    2. Force quit the MYR app (double tap the iPad’s home button, swipe the Koomi app upwards).

If none of the steps above work, call our support line at +1-844-695-6664 ext 4.

Force quit an app

To force quit an app, please see on Apple’s website here:
https://support.apple.com/en-ca/HT201330

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