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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

ROLLER Connect is only supported on Windows 10.

  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?

How to collect ROLLER Connect log files

If restarting ROLLER Connect did not resolve your issue then you will need to contact ROLLER Support for further assistance. To help us get to the bottom of your problem as quickly as possible, please collect the ROLLER Collect logs from your POS computer and attach them in your support request.

To collect the logs, do the following:

  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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