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Restarting ROLLER Connect

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This article will show you how to correctly restart ROLLER connect and how to troubleshoot and resolve ROLLER Connect issues.

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What is ROLLER Connect?

ROLLER Connect is a background application installed onto your POS device that connects your POS computer with your receipt printers & integrated card terminals.
 
ROLLER Connect is responsible for:
  • Ensuring your receipts are formatted correctly
  • Ensuring your receipts print automatically (if configured)
  • Automatically connecting with your integrated card terminal to process payments
  • Ensuring a production docket is sent to your nominated printer (if configured)
  • Ensuring your sticker or wristband tickets are printed with the correct format (if configured)
 

When should I restart ROLLER Connect?

  1. If you have a red symbol at the top of your POS saying ROLLER Connect is offline;

    Screen_Shot_2020-04-15_at_3.30.05_pm.png

  2. If the Google Chrome print popup appears when printing receipts and you have the Use ROLLER Print Service setting toggled to Yes within POS > More > Settings > Hardware;

    Screen_Shot_2020-04-15_at_3.32.17_pm.png
  3. If your integrated payment terminals aren't working as expected.
 

Steps to restart ROLLER Connect

  1. Close any open Google Chrome browser windows
  2. Open the task tray (upwards facing arrow button) on the taskbar
    • If you can see a ROLLER logo right-click the logo & click exit
      ROLLER_Connect_in_task_tray.png
    • If you can't see a ROLLER logo proceed to step 3 
  3. Find the ROLLER Connect icon on the desktop then right-click & Run as administrator
  4. Reopen ROLLER POS in a new Google Chrome browser

Is your issue resolved?

 

Advanced ROLLER Connect troubleshooting

Step 1 - Restart ROLLER Connect

  1. Ensure you have tried restarted ROLLER Connect following the above instructions
  2. Ensure that you restarted all Google Chrome browser windows after restarting ROLLER Connect

Is your issue resolved?

  • Yes - Great, roll on!
  • No - Do you see the red ROLLER Connect is offline banner in POS?

Step 2 - ROLLER Connect is online but you’re still having trouble

If you do not see the red ROLLER Connect is offline banner in POS this means that ROLLER Connect is working and that your issue is being caused by something else. Follow the steps in the relevant troubleshooting guide listed below:

Is your issue resolved?

  • Yes - Great, roll on!
  • No - Has ROLLER Connect previously worked on this POS computer?
    • Yes - Proceed to Step 4
    • No - Continue reading Step 3

Step 3 - Check that ROLLER Connect was installed correctly

If you are having issues with ROLLER Connect on a POS computer where ROLLER Connect has only recently been installed, then your issue likely relates to one or more steps in the installation process failing.

We recommend that you contact your venue's IT/technical support for assistance with these steps as they require technical knowledge.

  1. If you are unable to successfully run the ROLLER Connect installer application, check the following:
    1. The Windows user you are logged in as has administrator privileges
    2. ROLLER Connect is not being blocked by a Firewall or Antivirus
    3. The version of Windows on this POS computer is not older than Windows 10
    4. ROLLER Connect has not already been installed for a different Windows user on this computer
  2. Open Task Manager and under the Details tab check that rc.exe is running. If ROLLER Connect is running but you still see the offline banner in POS then the hosts file may not be patched correctly.
    1. From the Windows search menu search for Notepad then right click and select Run as administrator
    2. Select File > Open and then navigate to C:\Windows\System32\drivers\etc and then open the file called hosts
    3. Ensure that at there is a line at the bottom which says 127.0.0.1 roller.connect
    4. If there isn’t, add this line to the bottom of the file and save changes
    5. Restart ROLLER Connect again

Is your issue resolved?

  • Yes - Great, roll on!
  • No - Proceed to Step 4

Step 4 - Check ROLLER Connect settings & dependencies

We recommend that you contact your venue's IT/technical support for assistance with these steps as they require technical knowledge.

If you are not able to close the Settings file or you get a notification with error message One or more hardware settings need your attention, check the following:

  1. The ROLLER Connect settings are formatted correctly - If you recently made changes to the settings file, make sure that you did not delete or add any unexpected double quote marks and that you did not remove any required fields.
  2. Your card terminal is powered on, connected and working with the relevant software installed:
    • For VantivTriPos; Check that the card terminal is showing in Device Manager, then open Task Manager and under the Services tab check that TriPosService is running
    • For Adyen; Open Task Manager and under the Details tab check that c_lib_COM.exe is running

Is your issue resolved?

  • Yes - Great, roll on!
  • No - Proceed to Step 5

Step 5 - Contact ROLLER Support

After following all of the above steps, if you are still having issues with ROLLER Connect then please contact ROLLER Support and attach the ROLLER Connect log files from the affected POS in your support request.

How to collect ROLLER Connect log files

  1. Navigate to C:\ProgramData\ROLLER
  2. Right click on the Logs folder and select Send to and then Compressed (zipped) folder
  3. Send this folder to ROLLER Support to investigate

ROLLER Connect logs are only stored in this folder for a maximum of 7 days and depending on how much activity there is on your POS the logs will be stored for a shorter period. Therefore, it is important to collect and send the log files to ROLLER Support without delay.

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