Diagnostics Screen

The Diagnostics screen provides an overview of vital aspects of the ShopKeep Register on the iPad, such as its internet connection and credit card processing statuses, IP address, and when it was last updated. Access the Diagnostics screen to view information about a specific register or for added context when troubleshooting.

To learn how to view diagnostics for the ShopKeep Register on a non-iPad device, visit our support article here.

Table of Contents

Access the Diagnostics Screen

From the ShopKeep Register app, open the Diagnostics screen for status information on the current register.

  1. Sign into the ShopKeep Register app.
  2. Open the Main Menu and tap 'System Diagnostics'.

    Don’t see ‘System Diagnostics’? Tap ‘Overview’.

    Click to Enlarge

Understanding Diagnostics

To learn what information appears on the Diagnostics screen, read through the descriptions below.

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
Manager view only. Name of the ShopKeep account on which the register is activated.

Register Name
Name and number of the register. Change the 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
IP address of the iPad on the WiFi network.

Upload / Download Speeds
Indicates the strength of the internet connection on the register: ‘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: iPad signal bars mean the iPad is connected to a WiFi network but do not indicate if that 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 view updates on known issues.

Credit Card Processing
Shows if credit card processing is set up and working on the register. If there is an error, check our status page to view updates on known issues.

Credit Card Reader
Indicates if a credit card reader is detected. If a reader is connected but this says ‘Not Connected’, visit a troubleshooting guide 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 from BackOffice’ fails to sync properly. ‘Force Get Updates’ does not push information from the register to BackOffice.

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


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