If the Cents Employee App shows network errors while other devices in your store are online, the cause is almost always the store's network rather than your Cents account. The most common culprit is an internet provider (ISP) security feature that blocks the app by mistake.
Use this if you want to fix "network error" messages, orders that won't sync, or an offline banner in the Employee App.
Before you start
Check whether other devices at the store (a phone or computer) can get online. If nothing works, your internet is down and you'll need to contact your ISP.
Know who your internet provider is and, if possible, have access to your router or modem.
Step 1: Check for an ISP security feature
Some ISPs offer advanced security services that monitor and block internet traffic. These can flag the Employee App as a threat by mistake.
Call your ISP and ask whether any advanced security or threat-protection feature is turned on for your account.
Ask them to turn it off.
Power off your modem and router, wait 30 seconds, and turn them back on. The block stays in place until you restart them.
Step 2: Check the tablet's Wi-Fi
Make sure the tablet is on your store network, not a guest network or someone's hotspot.
Make sure your Wi-Fi uses WPA2/WPA Personal security. Sunmi devices can't connect to WPA3, WPA2-Enterprise, or networks that need a browser login page.
On a Sunmi, check the connection under Settings > Network & internet.
Step 3: Test on a mobile hotspot
Connect the tablet to a phone's hotspot and open the Employee App.
If the app works on the hotspot, the tablet and your account are fine and the problem is your store network.
If it still shows errors on the hotspot, text our Support team.
Troubleshooting
Errors started suddenly after everything was working?
ISP security features are often turned on or updated without notice. Call your ISP and ask about advanced security first.
The tablet shows the Wi-Fi as "Saved" but won't connect?
The router is likely using WPA3 or WPA2-Enterprise. Change it to WPA2/WPA Personal on both the 2.4 GHz and 5 GHz bands, then forget the network on the tablet and rejoin.
Can't change your router's security settings?
Connect the tablet with an Ethernet cable instead.
Still seeing errors after turning off ISP security?
Restart your modem and router. The block doesn't clear until they reboot.
Only one tablet has errors?
Make sure the app is up to date, restart the tablet, and if needed clear the app data (have your Location ID and password ready first).
Need assistance?
Feel free to text our Cents Support team at 888-302-8809.