Diagnostics Screen

The Diagnostics screen is an overview of the ShopKeep Register on the iPad, covering everything from internet connection and credit card processing statuses to register name and version number. Learn how to access the Diagnostics screen and understand what it displays.

To learn how to view diagnostics on the ShopKeep Register on The Mini or The Station, visit our help article here.

Table of Contents

Access the Diagnostics Screen

From the ShopKeep Register app, open the Diagnostics screen for a summary of the register’s status.

  • Cashiers can access the Diagnostics screen on the ShopKeep Register for iOS v2.44.0 and above. For help updating the app, visit our Introduction to the iPad article.
  • Register managers can access the Diagnostics screen on all versions of the ShopKeep Register for iOS.
    1. Sign into the ShopKeep Register app.
    2. Open the Control Panel and tap 'Overview'.
      Click to Enlarge

    Understanding Diagnostics

    Check the Diagnostics screen when something doesn’t seem quite right with the register. To get the most out of the Diagnostics screen’s data, read through the descriptions in this section.

    Click to Enlarge


    Inventory Items
    Number of unique basic items and items with variants for sale on the register.
    Note: If the register has not synced with BackOffice recently, this count may differ from BackOffice.

    Employees
    Number of employees able to sign into the register.
    Note: If the register has not synced with BackOffice recently, this count may differ from BackOffice.

    Customers
    Number of customers on the register’s customer list.
    Note: If the register has not synced with BackOffice recently, this count may differ from BackOffice.


    Account Name
    Name of the ShopKeep account the register is associated with.

    Register Name
    Register’s name and number. Set a name in BackOffice Register Licenses settings.

    ShopKeep Register Version
    Version of the ShopKeep Register app running on the iPad. Visit our best practices guide to see the latest version of ShopKeep, then update the app if necessary.

    Last ‘Get Updates’
    Last time the ShopKeep Register app on that iPad synced with BackOffice.

    WiFi Network Name
    Name of the WiFi network the iPad is connected to.

    IP Address
    The iPad’s IP address on the WiFi network.

    Upload / Download Speeds
    Indicates the strength of the register’s internet connection: ‘Excellent’, ‘Good’, or ‘Poor’. ‘Upload Speed’ is how quickly the register sends data over the internet and ‘Download Speed’ is how quickly it receives data. Always make sure you are following the network setup recommendations here.
    This feature is only available on the ShopKeep Register for iOS v3.1.0 and above. For help updating the app, visit our Introduction to the iPad article.


    Internet Connection Status
    Shows if the register has an active internet connection.
    Note: The iPad’s signal bars mean the iPad is connected to a WiFi network but do not indicate if the network is connected to the internet.

    BackOffice
    Indicates if BackOffice is functional and if the ShopKeep Register app can communicate with it. If there is an error, visit our status page to see if there are any known issues.

    Credit Card Processing
    Shows if the register’s credit card processing is set up and working. If there is an error, check our status page to see if there are any known issues.

    Credit Card Reader
    Indicates if the iPad detects a connected credit card reader. If a reader is connected, but this says ‘Not Connected’, visit one of our troubleshooting guides for help.

    Pending Queue / Delayed Queue
    Amount of data on its way from the register to BackOffice. If the number of items in these queues does not decrease, visit our troubleshooting guide for help resolving the issue.


    Force Get Updates
    Manager view only. Pushes data from BackOffice to the register when Get Updates fails to sync properly. ‘Force Get Updates’ does not push information from the register to BackOffice.

    Send Diagnostics
    Sends the register’s database to ShopKeep for analysis. Only tap this if asked to by a Customer Care agent.


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