Connection Diagnostic Instructions

Purpose:
Quickly test your device’s connectivity to the joe servers using the Wi-Fi and Settings tools. The diagnostic runs automatically and completes in about 3 seconds, helping you troubleshoot connection issues efficiently.

Before You Begin

✅ Ensure your joe Merchant PLUS app is updated to the latest version:
App Version: 3.14.4

Run the Connection Diagnostic (Option 1: Wi-Fi Icon)

1. Tap the Wi-Fi symbol in the bottom left corner of your main joe screen.
2. The Connection Diagnostic window will open automatically.
3. The diagnostic will:
   • Run tests across all four connections
   • Check any connected devices
4. When complete, tap Okay to return to your main joe screen.

Run the Connection Diagnostic (Option 2: Settings Menu)

1. Tap the Settings gear icon ⚙️.
2. Go to the Current Status tab.
3. Select Check Network Status.
4. The diagnostic will automatically run and test across all four connections. 

🔧 Troubleshooting Your Bluetooth Card Reader Connection

Your Bluetooth card reader may occasionally disconnect from your joe POS device. Below are some common causes and steps to verify your connection.

Common Reasons for Disconnection

Your Bluetooth card reader may disconnect if:

• ❌ The joe app is closed
• 🌐 Your device loses Wi-Fi connection
• 🔋 The card reader battery is low

How to Check Your Bluetooth Connection

1. Open the Card Reader Settings tab in the joe app
2. Locate the Connection Status section
3. Look at the colored status button next to Connection Status:
   • 🟢 Connected – The reader is successfully connected
   • 🔴 Disconnected – The reader is not connected

Scenario 1: “Reconnect” Pop-Up Appears

If your card reader disconnects and you see a “Reconnect” message:

1. Tap Reconnect on the pop-up.
2. Open Settings in the joe POS app.
3. Select Card Readers.
4. Tap Connect to re-establish the connection.

Scenario 2: Stuck on “Reader Found” (Does Not Reconnect)

If the screen shows “Reader Found” but the connection doesn’t complete:

1. Swipe up and tap the three-line button (☰).
2. Select Close All to fully close the joe POS app.
3. Re-open the joe POS app.
4. Go to Settings → Card Readers.
5. Tap Connect to reconnect the card reader.

Related Articles: 

Troubleshooting your Card Reader

Troubleshooting Card Reader Errors

Troubleshooting your USB Card Reader