Overview
This article is for IT and onboarding leads who support cashiers running the Gaia POS app. It covers what to do when the app loses its connection, how to find diagnostic information for a support ticket, and the hidden recovery tools available when things go wrong.
Offline Mode and Sync
The POS app is designed to keep serving meals when the network drops. Transactions are written to local storage on the device and queued to sync to the server when the connection comes back. There are a few signals to look for:
Online / Offline indicator in the header bar tells you the current connection status.
Last synced: … in the header shows when the device last completed a successful sync with the server.
During a service, the meal icon in the session toolbar turns orange when transactions are queued and not yet synced. Hover the icon to see the count of unsynced transactions.
If a sync hasn't completed in a while or the offline indicator stays on after the network is restored, open the gear menu on the Meal Select screen and tap Sync Now. The label flips to Syncing... while the operation runs.
Debug Info Dialog
From the gear menu on the Meal Select screen, tap Debug Info to see:
The device's unique Device ID.
The full Terminal Registration JSON (which terminal this device is paired to and the assigned templates).
When you open a support ticket with Gaia, copy this information into the ticket so the support team can identify the device quickly.
Sync Debug Panel (Advanced)
For deeper recovery situations, the POS app has a hidden Sync Debug Panel that exposes manual sync and storage controls. Use these tools with care — they can clear local data.
To open the panel, press Ctrl+F12 in the POS app. The panel shows:
Sync Now — same as the gear-menu option; pulls fresh server data.
Force Full Sync — discards locally cached templates and student data, then re-pulls everything from the server. Use when you suspect cached data is stale or corrupted.
Reset Storage — clears all local POS data on the device. This will unregister the terminal and queued transactions will be lost. Only use this with Gaia support's guidance.
If you're not sure which option to use, contact Gaia support first.
When to Contact Gaia Support
A device stays offline after the network is restored and a Sync Now doesn't help.
A registered terminal is missing from the Meal Select screen.
Transactions are not appearing in the Gaia web app after a successful sync.
Before using Force Full Sync or Reset Storage if you're not certain.