iPad POS Terminal — Frozen, Won't Turn On, Connect or Print

🚨 IF THIS IS HAPPENING DURING ACTIVE SERVICE, NOTIFY YOUR ON-DUTY SUPERVISOR OR MANAGER IMMEDIATELY.

🧑‍💼 Only supervisors and managers can contact Squirrel Support. Front-line staff should NOT call Squirrel directly. Your supervisor or manager will engage Squirrel Support if the issue can't be resolved at the property level.

Squirrel Support (for supervisor/manager reference): 1-800-288-8160

📞 Caller ID matters: Squirrel identifies the account by the phone number the supervisor is calling from. Calls from a cell phone require the venue's registered Squirrel phone number to be provided.

After the issue is resolved, submit an IT ticket so we have a written record and can help with anything network- or device-related on the Argus side.

This article covers common issues with the Squirrel POS iPad terminals — frozen screens, devices that won't turn on, lost connections to VNC Remotix, and network problems. The iPads are part of the Squirrel POS ecosystem; for general POS troubleshooting see KB-170009 — Squirrel POS Terminal Not Working.

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⚠️ Critical Rules — Read These First

Before troubleshooting an iPad, please know:

🔒 The iPads are managed devices supplied and configured by Argus IT. Argus IT manages the configuration of these iPads centrally — including device enrollment, app deployment, Wi-Fi configuration, and network settings. Please do not:

• Install or uninstall apps
• Change any Settings beyond basic Wi-Fi reconnection
• Sign into personal Apple IDs or iCloud accounts
• Update iOS yourself

📡 The iPad's network IP address is set STATICALLY. This means the iPad has a specific permanent address on the Squirrel network. Do NOT change any IP, DNS, or network configuration settings in the iPad's Wi-Fi options. Changing these will break the iPad's ability to connect to Squirrel and require IT to fix.

🏨 iPads are property-specific. A Maestro's iPad will not work at the Hotel Eldorado, a Hotel Eldorado iPad will not work at Manteo Resort, and so on. Each iPad is configured for one specific property's Squirrel network and back-office server. Never move iPads between properties — they will not work and may cause confusion at both locations.

📶 iPads only work on the Squirrel Wi-Fi network at the venue. They cannot use corporate Wi-Fi, guest Wi-Fi, or any other network. If an iPad has been bumped to a different network, you'll need to reconnect it to the correct one (see below).

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🪟 How the iPad POS System Works

Understanding the architecture helps you diagnose issues correctly.

The iPad is essentially a pane of glass. It has no Squirrel software, data, or business logic stored on it. The iPad's only job is to display a remote view of the Squirrel back-office server.

Here's the chain:

iPad  →  VNC Remotix app  →  VM on the Squirrel back-office server
(display)    (remote-view tool)    (where Squirrel actually runs)

Argus IT supplies and configures the iPads — including the VNC Remotix app, which is pre-pointed at the correct VM for your venue's Squirrel server.

What this means for troubleshooting:

• If the iPad is broken or won't turn on → hardware issue → contact Argus IT (we supply the tablets).
• If VNC Remotix won't load, won't connect, or is missing → tablet-side software/config issue → contact Argus IT (we configure Remotix).
• If the iPad is connected, VNC Remotix is open, but Squirrel itself is misbehaving or showing errors → this is happening on the back-office Squirrel server, not the iPad → notify your supervisor or manager, who can engage Squirrel Support. The tablet has no influence over what Squirrel is doing.

In short: everything you see on the iPad until Squirrel itself appears = IT territory. What Squirrel does after it appears = Squirrel Support territory.

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🖨️ About Printer Routing

Squirrel routes print jobs based on terminal configuration, not physical proximity. iPads behave the same as fixed terminals in this respect.

Each iPad is configured at the server side to send print jobs to a specific primary printer (for example, the bar printer, a particular kitchen printer, or a designated receipt printer). If a secondary backup printer is configured, jobs may automatically re-route there when the primary printer is down.

What this means for you:

• The iPad will NOT automatically print to the nearest available printer.
• The iPad will NOT change which printer it uses based on where you're standing.
• If your usual printer goes down, the iPad will either:
  • Route to a configured secondary printer (if one is set up), or
  • Fail to print — in which case the printer needs to be addressed before printing will resume.

If you need print routing changed permanently (for example, your kitchen layout changes or a new printer is added), ask your on-duty supervisor or manager. They can usually adjust routing themselves on the Squirrel back-office server, or engage Squirrel Support if a deeper configuration change is required. Note: only supervisors and managers can contact Squirrel Support directly — front-line staff should not call Squirrel.

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⚠️ Quick Diagnostic

Answer two questions before starting:

Question 1: What is the iPad doing right now?

• 🟡 Screen is completely black, button presses do nothing → Skip to "iPad Won't Turn On" below.
• 🟡 Screen is frozen on an image — no touches register → Skip to "iPad is Frozen" below.
• 🟡 iPad is on, Wi-Fi appears connected, but VNC Remotix won't connect or shows an error → Skip to "VNC Remotix Connection Issues" below.
• 🟡 iPad shows "no network" or is connected to the wrong Wi-Fi → Skip to "Wi-Fi Network Issues" below.
• 🟡 iPad is fine, VNC Remotix is connected, but Squirrel itself is misbehaving (errors, slow, transactions failing, missing menu items, etc.) → This is a back-office server issue, not the iPad. Notify your supervisor or manager, who can engage Squirrel Support — see KB-170009 for Squirrel troubleshooting guidance.

Question 2: Are other iPads at the venue working?

• ✅ Other iPads are working → The problem is with this specific iPad.
• ❌ No iPads at the venue work → The problem is likely the venue's network or the back-office Squirrel server. See KB-170009 for guidance on property-wide POS issues.

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iPad Won't Turn On

Step 1: Check it's not just a dead battery

1. Plug the iPad into its charger.
2. Plug the charger into a wall outlet (confirm the outlet has power by testing it with a phone charger).
3. Wait at least 15–20 minutes. A fully drained iPad can take this long before it even shows a charging indicator.
4. After 20 minutes, try pressing the power button (the button on the top edge).
5. If the Apple logo appears, let it complete startup — this can take 1–2 minutes.

Step 2: Try a force restart

If the iPad has charge but won't turn on or respond:

For iPads with a Home button:

1. Press and hold both the Home button AND the Top (power) button simultaneously.
2. Keep holding for about 10 seconds, even past where the screen goes black.
3. Release when the Apple logo appears.

For iPads without a Home button (newer models with Face ID or just Touch ID on the power button):

1. Press and quickly release the Volume Up button.
2. Press and quickly release the Volume Down button.
3. Press and hold the Top (power) button for about 10 seconds.
4. Release when the Apple logo appears.

Step 3: If still nothing

If the iPad shows no signs of life after charging for 30+ minutes AND a force restart:

• Note the iPad's asset tag (if visible).
• Submit a ticket — the device may need physical hardware service.
• Or notify your supervisor or manager, who can engage Squirrel Support if this is during service hours and you need a working terminal immediately.

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iPad is Frozen

If the screen is on but doesn't respond to touches:

Step 1: Wait 30 seconds

Sometimes a temporary lag clears itself. Don't keep tapping — that can add to a backlog of inputs.

Step 2: Force restart

Use the same force-restart steps from the "Won't Turn On" section above:

• With Home button: Hold Home + Top buttons for ~10 seconds.
• Without Home button: Volume Up (quick press) → Volume Down (quick press) → Hold Top button for ~10 seconds.

The iPad should restart and load to the lock screen within 1–2 minutes.

Step 3: After restart

1. Unlock the iPad as normal.
2. Verify it's connected to the Squirrel Wi-Fi (not corporate or guest).
3. Open VNC Remotix and confirm the connection re-establishes.
4. Try a test transaction.

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VNC Remotix Connection Issues

The iPad uses an app called VNC Remotix (often shown on the iPad as just "Remotix") to connect to the back-office Squirrel server. If Remotix won't connect, the iPad itself may be fine but the connection has dropped or the app needs to be reloaded.

Step 1: Verify Wi-Fi is connected to the Squirrel network

1. Open the iPad's Settings app.
2. Tap Wi-Fi.
3. Confirm the iPad is connected to the Squirrel Wi-Fi at your venue (the network name is specific to the property).
4. If it's connected to a different network, tap the correct Squirrel network. If you don't see it in the list, the venue's Squirrel Wi-Fi may be offline — submit an IT ticket and notify your supervisor or manager.

⚠️ Do not change any other Wi-Fi settings beyond selecting the correct network. The IP, DNS, and other configuration is set centrally and changing it will break the iPad.

Step 2: Force-close and reopen VNC Remotix

1. Swipe up from the bottom of the iPad screen and pause in the middle (or double-tap the Home button on older iPads).
2. You'll see app cards. Find the VNC Remotix app card and swipe it up to close it completely.
3. Tap the VNC Remotix app icon on the home screen to reopen it.
4. The connection to the back-office Squirrel server should re-establish automatically within a few seconds.

Step 3: Restart the iPad

If Remotix still won't connect after force-closing and reopening:

1. Hold the Top (power) button until "slide to power off" appears.
2. Slide to power off, wait 30 seconds.
3. Press the Top button to turn it back on.
4. Once it boots and connects to Wi-Fi, open VNC Remotix.

Step 4: If Remotix is missing from the iPad entirely

If you can't find the VNC Remotix app on the home screen, it may have been removed or its installation has failed. Do NOT try to install it yourself from the App Store — submit an IT ticket. The Argus version of Remotix is pushed through device management with the right configuration for your venue's Squirrel server.

Step 5: If multiple iPads can't reach Remotix

If multiple iPads at the venue cannot connect via Remotix, the back-office Squirrel server may be down or there's a network issue at the property. See KB-170009 for property-wide POS outage guidance — notify your supervisor or manager so they can engage Squirrel Support.

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Wi-Fi Network Issues

The iPad will ONLY work when connected to the venue's Squirrel Wi-Fi. If it's accidentally connected to a different network (corporate Wi-Fi, guest Wi-Fi, or a personal hotspot), Squirrel cannot reach it.

Reconnecting to the Squirrel network

1. Open the iPad's Settings app.
2. Tap Wi-Fi.
3. Look for the network with a checkmark — this is what the iPad is currently connected to.
4. Find the Squirrel Wi-Fi network for your venue in the list and tap it.
5. The iPad should connect within a few seconds.

Wi-Fi passwords for Squirrel networks are pre-configured on managed iPads. If the iPad asks for a password, do not enter one yourself — submit an IT ticket. Entering the wrong password (or even the right one manually) can cause configuration issues on a managed device.

If the Squirrel network isn't in the list

The Wi-Fi access points at the venue may be offline, or the iPad has been disabled from that network for some reason.

1. Try moving the iPad closer to a known Wi-Fi access point.
2. Confirm with other staff that the Squirrel Wi-Fi is up (other iPads working).
3. If still no Squirrel network visible — submit an IT ticket.

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When to Submit a Ticket

Submit an IT ticket if:

• The iPad won't turn on after extended charging and a force restart.
• VNC Remotix is missing from the iPad.
• The iPad asks for a Wi-Fi password (it shouldn't on a managed device).
• The Squirrel Wi-Fi network is not visible to the iPad.
• The iPad shows a configuration screen, "Activate iPad" prompt, or other unfamiliar setup screens.
• Multiple iPads are affected at the venue.
• You suspect physical damage (cracked screen, water exposure, etc.).
• The iPad has a passcode prompt and no one knows the passcode.

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What to Include in Your Ticket

To resolve this quickly, please tell us:

1. The venue and station — e.g., "Maestro's — server station 2," "Yacht Club — bar iPad #3."
2. The iPad's asset tag — small Argus IT label on the iPad (front, back, or side). If no tag is present, mention that.
3. What the iPad is doing — black screen, frozen, Remotix error, Wi-Fi issue, etc.
4. Are other iPads at the venue working? Yes / No.
5. What exact error message appears, if any. Photo of the screen is ideal.
6. What you've already tried from this article.
7. Is service active right now? (i.e., is the lack of this iPad affecting active operations?)
8. Has your supervisor or manager engaged Squirrel Support? If yes, what did Squirrel say?

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Related Articles

• Squirrel POS Terminal Not Working — First Checks (KB-170009)
• Requesting New Hardware (KB-200001) — for replacement iPads or accessories

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KB-170003 | Created: May 20, 2026