Argus IT Help Desk · Squirrel POS
iPad POS — Frozen, Won't Turn On, Connect or Print
The iPad is just a window into Squirrel — knowing that makes every fix make sense.
✋
During active service: notify your supervisor or manager immediately Only supervisors and managers can contact Squirrel Support — front-line staff should NOT call Squirrel directly. Your supervisor will engage Squirrel if it can't be fixed at the property level. (For their reference: Squirrel Support 1-800-288-8160 — and caller ID matters: calls from a cell need the venue's registered Squirrel number.) After it's resolved, submit an IT ticket so there's a written record.
🔒 Critical rules — read these first
These are managed devices supplied by Argus IT Configuration, apps, and Wi-Fi are managed centrally. Don't install/uninstall apps, change Settings beyond basic Wi-Fi reconnection, sign into personal Apple IDs, or update iOS yourself. The network address is set statically Never change IP, DNS, or network configuration in the Wi-Fi options — it breaks the iPad's connection to Squirrel and IT has to fix it. iPads are property-specific A Maestro's iPad will not work at Hotel Eldorado, and so on — each is configured for one property's Squirrel network and server. Never move iPads between properties. Squirrel Wi-Fi only The iPad only works on the venue's Squirrel network — not corporate, not guest. If it's been bumped to another network, reconnect it (below).
🪟 How the iPad system works
The iPad is essentially a pane of glass — no Squirrel software or data lives on it. Its only job is to display a remote view of the back-office server, through an app called VNC Remotix: iPad (display) → VNC Remotix (remote-view app) → VM on the Squirrel server (where Squirrel actually runs) iPad broken or won't turn on Hardware → Argus IT (we supply the tablets). Remotix won't load, connect, or is missing Tablet-side config → Argus IT (we configure Remotix). iPad fine, Remotix connected, but Squirrel misbehaving That's the back-office server, not the iPad → supervisor/manager, who can engage Squirrel Support. 💡 Everything you see until Squirrel appears = IT territory. What Squirrel does after it appears = Squirrel Support territory.
🖨️ About printer routing
Squirrel routes print jobs by terminal configuration, not physical proximity. Each iPad is set server-side to print to a specific primary printer (and possibly a backup): - It will not print to the nearest printer.
- It will not change printers based on where you're standing.
- If the usual printer is down, jobs go to a configured secondary — or simply fail until the printer is fixed.
💡 Need routing changed permanently (new layout, new printer)? Ask your supervisor or manager — they can usually adjust it on the back-office server, or engage Squirrel Support for deeper changes.
⚖️ Quick diagnostic
What is the iPad doing right now? - Screen completely black, buttons do nothing → Won't Turn On
- Frozen on an image, touches don't register → Frozen
- On and Wi-Fi connected, but Remotix won't connect → Remotix Issues
- "No network" or wrong Wi-Fi → Wi-Fi Issues
- iPad fine but Squirrel itself misbehaving → not the iPad — notify your supervisor (see KB-170009)
Are other iPads at the venue working? - Yes → the problem is this specific iPad.
- No → likely the venue network or the Squirrel server — see KB-170009 for property-wide outages.
🔋 iPad won't turn on
1 Rule out a dead battery. Plug into its charger, confirm the outlet works, and wait 15–20 minutes — a fully drained iPad can take that long to even show a charging indicator. Then try the power button; if the Apple logo appears, let startup finish (1–2 minutes). 2 Force restart. With a Home button: hold Home + Top ~10 seconds until the Apple logo. Without one: quick-press Volume Up, quick-press Volume Down, then hold the Top button ~10 seconds. 3 Still nothing after 30+ minutes charging and a force restart? Note the asset tag and submit a ticket — it may need hardware service. During service hours, notify your supervisor so they can get you a working terminal.
🧊 iPad is frozen
1 Wait 30 seconds. Temporary lag often clears itself — don't keep tapping; that queues up more inputs. 2 Force restart (same button combos as above). 3 After restart: unlock, verify it's on the Squirrel Wi-Fi, open VNC Remotix, confirm the connection, and try a test transaction.
🔗 VNC Remotix connection issues
1 Verify the Wi-Fi. Settings → Wi-Fi → must be the venue's Squirrel network. Wrong one? Tap the right one. Not in the list at all? The Squirrel Wi-Fi may be offline — ticket + notify your supervisor. Don't change any other Wi-Fi settings. 2 Force-close and reopen Remotix. Swipe up and pause (or double-tap Home), swipe the Remotix card away, reopen — it reconnects automatically within seconds. 3 Restart the iPad if it still won't connect. 4 Remotix missing entirely? Do NOT install it from the App Store — submit a ticket. Our version is pushed through device management, pre-configured for your venue. 5 Multiple iPads can't connect? The server or venue network may be down — see KB-170009; notify your supervisor so they can engage Squirrel.
📶 Wi-Fi network issues
To reconnect: Settings → Wi-Fi → the checkmarked network is the current one → tap your venue's Squirrel network; it connects within seconds. - If it asks for a password, stop — managed iPads have passwords pre-configured. Don't enter one; submit a ticket.
- Squirrel network not in the list? Move closer to an access point, check other iPads are working — if it's still missing, submit a ticket.
🆘 When to submit a ticket — and what to include
Ticket us if: it won't turn on after extended charging + force restart · Remotix is missing · it asks for a Wi-Fi password · the Squirrel network isn't visible · it shows "Activate iPad" or unfamiliar setup screens · multiple iPads are affected · physical damage · a passcode prompt nobody knows. - Venue and station ("Yacht Club — bar iPad #3") and the asset tag (small Argus IT label; say if missing).
- What it's doing — black screen, frozen, Remotix error, Wi-Fi — plus the exact error, photo ideal.
- Are other iPads working? What have you tried? Is service active right now?
- Has your supervisor engaged Squirrel Support? If yes, what did they say?
ArgusIT KB# 170003 · Tags: squirrel · ipad · pos · remotix · squirrel tablet
|
