Having a stable and high-bandwidth network is crucial to maximize the efficiency and performance of your Lightspeed services. This guide provides essential networking terminology, best practices for optimizing physical and network configurations, and strategies for troubleshooting common issues.
These guidelines are general recommendations. Lightspeed takes no liability for network performance. For major network adjustments, consult directly with your ISP and IT consultant.
Understanding networking terms
Internet Service Provider (ISP)
Your internet service provider is the company you pay to provide your business with internet access.
Internet
The internet is a global system of interconnected networks that allow connected devices to communicate with each other in real time, enabling data exchange across vast distances. For example, Retail POS uses the internet to retrieve your settings from the cloud and load them on your register. The internet is a public network.
Commercial-grade equipment and cable or fiber internet connections may offer more stable network performance.
Modem, routers, and access points
A modem connects you to the internet through a physical connection to your ISP. A router connects to the modem to create a network your devices use to connect to the internet and each other. Routers direct network traffic, assign IP addresses, and have built-in access points to create wireless networks (WLAN). Separate modem and routers generally have better connectivity than combination devices. An access point device (WAP) allows wireless devices to connect to your local network, which is connected to the internet.
Local Area Network
A Local Area Network (LAN) is a group of devices that share the same internet connection in a limited physical space, like a private Wi-Fi network for your business location. Devices communicate with each other when connected to the same network, like your iPad sending a receipt to your printer. LAN can also refer to a hardware connection type (Ethernet).
Range
Range refers to the coverage area of your Wi-Fi network.
Bandwidth
Bandwidth is the amount of data (or “width” of the band) that can be transmitted across a wireless connection at the same time, contributing to how much your network can handle and at what speed.
Wi-Fi bands
Wi-Fi bands are wireless broadcast frequencies used to send and receive data across the network.
- 2.4 GHz (standard): Longest range, lowest bandwidth and speed. Best for compatible devices that are farther from the router.
- 5 GHz (high speed): Shorter range, higher bandwidth and speed. Best for compatible devices that are physically close to the router.
- 6 GHz (new): Shortest range, highest bandwidth and speed. Only compatible with new hardware that supports 6GHz.
Signal strength
Your signal strength indicates the speed and reliability of your wireless connection. Both download and upload speeds of 30 Mbps or higher are required to operate efficiently.
- Download speed: Measures how quickly data can be transferred from the internet to your device (speed of webpages and videos loading, credit card processing, etc).
- Upload speed: Measures how quickly data can be transferred from your device to the internet (sending emails, uploading files to the cloud, devices communicating with Retail POS). Adequate upload speeds are particularly important for businesses.
Run a speed test to check your signal strength. If your download or upload speeds are slow, follow the steps in the troubleshooting sections below or connect with your ISP if the problems persist.
IP addresses
IP addresses are groups of numbers used to identify a device on a network.
- The router will always be designated as the number 1 priority, for example, 192.168.1.1.
- Each device will be assigned its own IP address so it can communicate with other devices and show its priority on the network. For example, your register may be 192.168.1.2 and payment terminal 192.168.1.3.
If you’re experiencing connectivity issues and your device IP looks something like 169.168.25.3, you may be part of a larger setup with many bands pulling from the same network. You’ll need to contact your IT rep for more advanced troubleshooting.
DHCP vs Static IPs
DHCP (Dynamic Host Configuration Protocol) is the most common IP address setup, where each device is automatically assigned a unique IP address when connecting to the network. Priority is automatically managed to save time and avoid overlap. You can further optimize this setup with a dedicated network for your Lightspeed devices.
Static IPs are independent IP addresses that are manually assigned to each device. They don't change when devices reconnect to the network. It is necessary to record all network changes when using static IP addresses to prevent devices from facing conflicting IP or connectivity issues.
DHCP setups are recommended unless your network is managed by a third party or internal team. Lightspeed Payments terminals can’t be configured with static IPs if they’re using an Ethernet connection.
DNS
DNS, or Domain Name System, converts domain names (like lightspeedhq.com) to IP addresses so web browsers can point to the right server and load webpages. DNS resolvers are servers that manage this process and are usually set by your ISP, but you can also use Google’s Public DNS (8.8.8.8 or 8.8.4.4) or Cloudflare’s DNS Resolver (1.1.1.1 or 1.0.0.1).
Optimizing your physical setup
Optimize your router placement
Set up your access points in an elevated area above or near your registers. Avoid enclosed locations and thick physical barriers, like brick/concrete walls, metal, and large appliances. Limit proximity to other devices emitting wireless signals, such as cordless phones, microwaves, and other smart devices.
If your router and terminals are close together, connect to the 5 GHz network to improve bandwidth and performance. If your router and terminals are far away, connect to the 2.4 GHz network to increase range.
Avoid using extenders
Use wired connections whenever possible. When an extension is needed, use a longer Ethernet cord instead of extenders to reduce the amount of physical devices between connections.
Use supported devices
When choosing hardware for your business, prioritize supported hardware from Lightspeed for improved reliability and support. Consider the right connection type for your needs based on your desired setup.
- LAN is the most reliable connection type due to its hardwired connection to your network, followed by USB.
- To avoid wireless connectivity issues with Wi-Fi and Bluetooth devices, consider how and where they’ll be used to determine their physical placement and avoid interference. Then, choose the right Wi-Fi band based on range and bandwidth and ensure optimal connections to other devices like the register.
Optimizing your network
Your network is like a two-lane highway: when traffic is light, cars move quickly and smoothly. As more vehicles enter, traffic slows down and gets congested, and some vehicles may not even be able to get on the highway.
When many devices and services are fighting for space and priority on the network, hardware and card processing performance may degrade and devices may disconnect from the network.
- Streaming services take up a lot of bandwidth to avoid audio disruptions. Bluetooth speakers may compete with Bluetooth hardware.
- Security cameras use a considerable amount of bandwidth to ensure video is instantly captured and added to the cloud.
- Guest networks can put a lot of pressure on the wider network as customers stream videos and play games.
Setting up a dedicated network
To improve hardware and card processing performance without sacrificing the functionality of your other connected devices, consider working with your ISP or IT consultant to set up an isolated network dedicated to your Lightspeed devices using a separate router or a VLAN or firewall-segmented network.
To further maximize performance on your dedicated network:
- Keep your setup as simple as possible: modem, router, and Lightspeed hardware with as few physical devices as possible in between (like extenders).
- Use a separate network to connect other devices dedicated to non-Lightspeed devices and services for security cameras, ATMs, phone systems, streaming services, and guest networks.
- Avoid sharing your networks with other businesses to reduce network load.
- Password-protect your networks with WPA2-Personal passwords to avoid unauthorized use and hidden network load.
- Regularly update your devices and software to the latest versions to enhance security and performance.
Optimizing your setup for Lightspeed Payments
Optimizing your Lightspeed Payments setup to prioritize hardware connections and payment processing on your network can help minimize connectivity issues for a smoother transaction flow.
Follow networking best practices
- Optimize your hardware placement and use wired connections (like LAN or USB) when possible. Note that Lightspeed Payments terminals can’t be configured with static IPs if they’re using an Ethernet connection.
- Ensure download and upload speeds are 30 Mbps or higher.
Enable communication between the register and terminals
- Put registers and payment terminals on the same network so they can communicate with each other and ensure they have permission to access the internet and communicate outside the local network.
- Consider setting up an isolated network for your Lightspeed devices using a separate router or a VLAN (Virtual Local Area Network) or firewall-segmented network. Note that registers and payment terminals must be on the same VLAN so they can communicate.
Keep your network secure
- Password-protect your networks with WPA2-Personal passwords, as payment terminals don’t support IPV6 or non encrypted/password protected SSIDs.
- Work with your ISP or IT team to open ports 443 and 4443 to allow HTTPS traffic for encrypted data transmission. If possible, avoid providers or platforms that randomly close ports 443 and 4443 or have issues with payment services using tokenization.
Review DNS settings
- Proper DNS settings improve communication with Lightspeed servers and are essential for the stable operation of Lightspeed terminals. Updating DNS addresses to 8.8.8.8 / 8.8.4.4 (Google) or 1.1.1.1 / 1.0.0.1 (Cloudflare) may offer improved performance.
Troubleshooting connectivity issues
If you’re experiencing connectivity issues, try these troubleshooting steps to re-establish a connection:
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Check physical connections: Ensure everything is plugged in, cords and plugs are securely connected and not damaged, and devices are turned on with visible status and power lights.
- Check your internet connection: If multiple devices are affected, check your ISP’s website to see if there’s an internet outage in your area.
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Check network connections:
- Make sure your devices are on the same network. If you have a dedicated network for Lightspeed devices, make sure your Lightspeed-enabled devices are connected and no other devices or services are on the network.
- Ensure your router is in an optimal position with no obstructions.
- If you’ve changed Wi-Fi passwords, you may need to reconnect devices.
- If you’re using an app, completely close (swipe up from the bottom of the screen) and then reopen the app. Make sure the app is up-to-date. If needed, you can uninstall and reinstall the app in the App Store.
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Power cycle your devices:
- Reboot the router first. Unplug it for 2 minutes, then plug it back in and wait for 2 minutes before testing the connection. You may need to restart your hardware device after the router has rebooted.
- If that didn’t solve the issue, reboot the modem. Unplug the modem and router. Plug the modem back in after 2 minutes and then plug the router back in and follow the process above.
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After rebooting the modem and router, you may still need to restart your hardware device. Turn the device off, unplug the power cord, then unplug the connection cord (for LAN or USB connection types). After 2 minutes, plug the connection cord and power cord back in, then turn the device back on.
You may want to temporarily disconnect other connected devices and reconnect the device with connectivity issues first to give it a better chance at maintaining a higher priority on the network (for DHCP setups).
- Reduce network load: Free up space on the network by disconnecting other devices or streaming services. To remove them from the network they must be powered down, not just paused.
Troubleshooting Bluetooth devices
Some devices connect to your register through Bluetooth, but also need to connect to the internet to communicate with the network, like a terminal that needs to request funds from the payment gateway. You may need to troubleshoot the Bluetooth and internet connection.
The most common issue with Bluetooth devices is interference from nearby devices. Make sure your register area contains only the necessary devices and equipment. Access points may interfere with Bluetooth connections.
- Remove any unnecessary devices that may be interfering with the Bluetooth connection.
- Make sure the Bluetooth device and the device it's connected to are fully charged.
- Unplug any Ethernet cables or Wi-Fi dongles that may override the Bluetooth connection.
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Check that Bluetooth is enabled on your iPad from Settings > Bluetooth.
You can refresh the Bluetooth connection by turning Bluetooth off and back on. Any connected devices will be disconnected.
- You can refresh a Bluetooth connection for a specific device on your iPad, from Settings > Bluetooth. Tap the info icon (i) next to the device name and tap Forget this device. Then put your device in pairing mode and tap the device name to re-pair. You may need to restart the device or your iPad to re-pair successfully.
- Troubleshoot possible internet connectivity issues by following the steps in the Troubleshooting connectivity issues section above.
- If needed, you can follow the manufacturer’s instructions on factory resetting the Bluetooth device. Custom settings and connections will be lost and will need to be reconfigured.
Troubleshooting complex networking issues
For network issues that aren’t solved by the basic troubleshooting steps above, you’ll need to get in touch with your ISP.
For issues with unsupported hardware or for supported hardware that’s damaged or broken, you’ll need to contact the manufacturer for assistance.
For non-ISP network connectivity, payment terminal connectivity, or supported hardware issues, you can get in touch with Retail Support. In advance of the conversation, take note of:
- The outcome of the troubleshooting steps above.
- What’s happening, when, and at what frequency. Take screenshots of error codes or messages, if available.
- The name, model number, and current software or firmware version of the device.
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“My [printer model] has been disconnecting from the register every couple of hours for the last week. I have restarted the modem, router, and printer, but it hasn’t helped. I contacted my ISP and they said there are no issues with my internet connection. I recently updated my operating system to [OS version] and my printer is running [firmware version].”
Have your devices charged and ready to troubleshoot.