Diagnostics Screen

The Diagnostics screen gives an overview of the iPad register complete with everything from version information to WiFi connection status. Learn how to navigate to Diagnostics and understand what it displays.

Table of Contents

Access the Diagnostics Screen

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

  1. Sign into ShopKeep as a manager.
  2. Open the Control Panel and tap 'Overview' (under 'Diagnostics').
    Click to Enlarge

Understanding Diagnostics

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

Click to Enlarge


Inventory Items
Number of different inventory items currently for sale on the iPad. Not the physical count of inventory.
Note: If the register has not synced with BackOffice in a while, 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 in a while, 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 in a while, this count may differ from BackOffice.


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 app on that iPad synced with BackOffice.

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

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


Internet Connection Status
Displays if the iPad has an active internet connection.
Note: The iPad’s signal bars only indicate if it is connected to a network.

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

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

Credit Card Reader
Double-check that the iPad recognizes a connected credit card reader. If a reader is connected, but this says ‘Not Connected’, visit one of our Credit Card Reader Troubleshooting guides for help.

Pending Queue / Delayed Queue
The amount of information en route to the BackOffice from the register. If there is an error here, visit our Manager Functions Troubleshooting guide for help resolving it.


Force Get Updates
This button pushes data from BackOffice to the register when Get Updates fails to sync properly. ‘Force Get Updates’ does not push information from the iPad to BackOffice, but can help reset the connection between the two if there are items in the ‘Pending Queue’.

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


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