Support & Training

Contact Support

TouchBistro is committed to responding to all support inquires. ​ For reporting inquiries or critical issues, please use the below form or email us at support@touchbistro.com.

Email Support

If you're in North America, you can reach us by phone at 888-342-0131. If you're in the UK, you can reach us by phone at 0800 051 3311 (Outside of North America +1-416-363-5252, Option 2). If you are experiencing a longer than normal wait time, please use the form above or email us at support@touchbistro.com and a representative will contact you.

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Support Department of the Year!

Self-Managed Networks

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Chapter 1. Overview

TouchBistro support staff are trained and qualified to support networks using Ubiquiti AmpliFi and Apple AirPort routers. We have determined that these devices provide the reliability, ease-of-use, and extensibility that provides the best POS experience for our customers.

However, we also recognize that these devices are not the right solution for each and every customer. In instances wherein a customer wishes to use a non-supported router, we are unable to provide full networking support, and advise the customer to refer to their own IT specialist for network-related issues. We refer to these as Self-Managed Networks, because the onus is on the customer to troubleshoot network issues on their own.

For customers running Self-Managed Networks, TouchBistro will provide support for software and hardware, answering all questions and concerns, and assist in diagnosing any issues that are not network related.

Below is our basic guide outlining the networking requirements for TouchBistro, as well as a typical setup for the Ubiquiti AmpliFi Router.

Chapter 2. Network Requirements

Section 1. Port Settings

INTERNET: Access to the internet is required for payment processing and cloud reporting,
as well as other integrations. Generally requiring two TCP/IP communication over ports 80, 443, 21 and other Web and FTP traffic ports. Consult your payment processor for any requirements they may have for the payment terminals.

LOCAL NETWORK: For your intranet port setup we recommend open communication without any port restrictions as software changes are made over time and requirements will change. The table below displays the currently used intranet ports:

Local Network Port

Transport

Usage

1337

TCP/IP

iPad <–> Pro Server

1338

TCP/IP

Wireless IP Payment Terminals <–> Pro Server

23, 80, 515, 9100, 9101

TCP/IP

Printers <–> Pro Server

80, 1337

TCP/IP

CFD (Customer Facing Display)

80, 1337

TCP/IP

KDS (Kitchen Display System)

80, 1337

TCP/IP

Kiosk

Section 2. Router Configurations

  • 5Ghz Wireless Band enabled.
  • DHCP Reservation of TouchBistro Server.
  • DHCP Reservation for all KDSs.
  • DHCP Reservation for all CFDs.
  • DHCP Reservation for all Kiosks.
  • DHCP Reservation of Payment Terminal(s) (wired & wireless).

Section 3. Printer Configurations

  • Static IP (Outside the DHCP Scope).
  • StarMicronics TSP100 Series LAN Printers require #9100 Multi-Session Enabled.
  • StarMicronics SP700 Series LAN Printer requires #9100 Multi-Session and TCP Keep Alive Enabled.

Chapter 3. Typical Router Configuration

The information below is included as a reference guide on how a typical TouchBistro Network is setup using Apple Airport or Ubiquiti Amplifi Routers.

Section 1. Router Settings

  • Router mode is set to DHCP/NAT (where applicable).
  • SSID ends with TB (e.g. “JoesCrabShack TB”).
  • Security should be set to WPA2 Personal (where applicable).
  • 5GHz Wireless Band is enabled (where applicable).
  • Only TouchBistro and integrated payment processor related hardware is connected to the router (wired/wireless).

Section 2. Extending a Network Using Multiple Routers

  • Network must be extended via Cat5e/Cat6 (extending the network wirelessly is not supported).
  • Extender routers will have Cat5e/Cat6 going from the WAN Port to the LAN Port on the Primary Router or to a Gigabit Switch that is connected to the Primary Router.

These are some common network-related issues that may require the assistance of an IT professional if you opt to operate a self-managed network. TouchBistro Product Support will help to diagnose these issues only up to the point where the network has been determined to be the source of the issue. At this point, you will need to rely upon your own IT resources to continue troubleshooting.

  • Printing related issues (e.g. chits/receipts not printing).
  • Kitchen Display app not receiving/displaying orders.
  • Customer Facing Display not displaying orders.
  • Server connection issues (e.g. unable to sync iPad(s) with server).
  • Data corruption and loss of TouchBistro data due to network loss when synchronizing the iPad(s) to the Server.
  • Merchant processing (e.g. unable to process credit transactions due to network).
  • Router or switching related issues (e.g. access point won’t power on, router(s) not
    broadcasting SSID (wifi name), managed or unmanaged switch malfunctioning).
  • Adding or removing DHCP Reservations.
  • Adding or removing firewall settings.
  • iPad(s) connecting to the network.