Internet Down at the Club — What to Do

Internet Down at the Club — What to Do

Symptom: all or most PCs went offline simultaneously, the CRM won’t load or won’t update, the terminal isn’t accepting cards.

When This Happens

• ISP cut or limited the line
• Router froze or overheated and stopped distributing internet
• ISP cable is physically damaged or unplugged
• Switch failed — PCs can’t see the router
• Power outage — PCs, router, switch are all de-energized

Quick Checks — Under 5 Minutes

1. Check the scale — is the problem with the whole hall or specific PCs? If several PCs are online — the problem is local (switch, cable). If all are offline — the problem is in the router or with the ISP.

2. Open any website on the cash register computer — does the computer with the CRM have internet? If not — the problem is before the CRM: router or ISP.

3. Reboot the router — power off the router for 15 seconds, power back on. Wait 60 seconds — internet usually restores. Router indicators: blinking WAN/Internet = connection to ISP is being restored.

4. Call the ISP — ask if there are any outages in your area. Takes 2 minutes and immediately answers whether this is your problem or theirs.

5. Check physical cables — the cable from the ISP into the router and the patch cables from router to switch. One unplugged cable can take down the whole hall.

What Works Offline — Keep the Hall Running

While the internet is being restored, the club continues operating in a limited mode.

Active Sessions Continue

Sessions launched before the outage are not interrupted. The agent on each PC works autonomously:

• Timer continues counting time locally
• Clients play without restrictions
• On session end, the agent saves data locally and syncs with the server when connection is restored

New Sessions Cannot Be Started

Starting a new session requires a server connection — without internet, the CRM cannot send a command to the agent. Options:

• Ask clients to wait for the connection to be restored
• Explain: “Technical issue with the ISP, we’re working on it”

Cash Payments Work

Card payments (terminal) don’t work without internet — the terminal needs a bank connection. Accept cash in the normal way:

1. Accept cash from the client
2. Write down the amount, client name, and time in a notepad or phone
3. When internet is restored, enter into CRM: client card → Top Up Balance → Cash

Don’t rely on memory — keep a record of every operation.

CRM Open in Browser — Don’t Close the Tab

If the CRM was open before the outage — don’t close the browser. The tab with the last loaded hall state will remain accessible for viewing current sessions, even if the page doesn’t refresh.

Diagnosis and Recovery

If Router Reboot Didn’t Help

1. Check router indicators:

   • WAN/Internet blinking or off → no ISP connection
   • LAN ports blinking → there’s traffic from PCs to router
   • All indicators on solid without blinking → router hung, try hard reset (Reset button on the chassis, hold 10 seconds)

2. Connect a laptop directly to the router by cable — if internet is available, the problem is in the switch or internal network.

3. Connect a laptop directly to the ISP cable (bypassing the router) — if internet is available, the problem is in the router.

If ISP Confirmed an Outage

• Get an estimated recovery time
• If the outage is prolonged (more than 2–3 hours) — connect a mobile router as a backup channel
• Switch the cash register computer to mobile internet — at least the CRM will be accessible for entering manual operations

Backup Internet — How to Connect Quickly

If you have a smartphone with mobile data:

1. Enable hotspot mode on the smartphone
2. Connect the cash register computer to this network via Wi-Fi
3. CRM will open — you can enter cash transactions and view session status
4. For the whole hall, a mobile router with a SIM card is needed

After Internet Is Restored

1. Wait for all PCs to come back online — watch cards in the Hall section, they should turn green.

2. Check transactions — open Transactions, filter by “Pending” status. Stuck operations should automatically move to “Completed” within 2–5 minutes.

3. Enter the cash received while offline — for each client: card → Top Up → Cash.

4. Check active sessions — confirm that PC timers match what you see in the CRM.

5. Close the shift correctly — if the shift was opened before the outage, close it in the normal way after all data has synced.

Prevention

• Set up a backup internet channel (mobile router with a SIM card) — even a slow 4G will save a shift during an outage.
• Connect the router and switch to a UPS (uninterruptible power supply) — brief power outages won’t reset the network.
• Periodically check cable connections — especially the ISP cable that runs across the hall.
• Save the ISP’s support number in your phone as “ISP Support” — in a stressful situation you won’t have to search for it.

FAQ

See Also

• PC Offline in IZI — What to Do
• Data Not Syncing in IZI — What to Do
• Payment Failed — What to Do
• Club Network Architecture
• Contact IZI Support