System Issues: REMO

Learn more about current, recently resolved, and planned maintenance for REMOs. For additional issues not listed here, see Frontline System Issues.

Issues with individual apps on the REMO and through Tapestry are listed on their respective System Issues pages linked in Frontline System Issues.

REMO and Tapestry Troubleshooting

At the end of each shift:

  • Swipe up and close all apps from memory
  • Launch the zscaler app, and sure it remains connected
  • Plug the REMO into the REMO health charger to charge and update overnight

Ensure REMOs are up to date:

  • Check for app updates in the Self Service app
  • Ensure the REMO is on the correct in-store REMO Wi-Fi
  • Ensure the zscaler app is logged in and connected

View more REMO troubleshooting steps

Description

Some Retail Teams may see "Tamper" errors and/or charging issues on their Mobile Payment Devices. Teams are actively working to resolve these issues.

Workaround

In the meantime, continue to file tickets through Store Watch for each defective device so that the affected devices can be quickly replaced.

Impacted Systems

  • Mobile Payment Device (MPD) - Verifone

Description

Retail Teams may be unable to print to the Brother Label Printer even when the printer is on and connected.

Workaround

Follow the steps listed. If the steps don't work, file a ticket with the Service Desk.

Corporate Stores

  1. Open the iOS Settings app
  2. Privacy & Security tab on the left
  3. Local Network
  4. RemoPrint application
  5. Toggle on
  6. Reattempt to print label

Authorized Retail Stores

  • Ensure both the REMO and the Brother Label printer are on the current REMO wi-fi network

Impacted Systems

  • Tapestry
  • REMO Print

Description

Authorized Retail Teams may see "Internet connection appears to be offline" or "No network connectivity" errors when attempting to log into Tapestry or Store Operations on the store REMOs.

Workaround

Teams are working to find a solution. File a ticket with the Service Desk if the workaround steps do not work.

Follow the steps in order:

  1. Swipe away all apps from memory from the affected REMO.
  2. Ensure the REMO is on the correct Wi-Fi network in-store
  3. Open the zscaler app and login (may take multiple attempts)
  4. Open the Self Service app, and ensure apps are up to date.
  5. Reattempt to log into the affected apps

Impacted Systems

  • REMO
  • Tapestry
  • Store Operations

Issue Began: 8/20/2024

Possible Cause: The "One-Sided" (Simplex) print option is selected in REMOPrint, which uses photo-quality mode and slows down printing.

Solution: Switch to the default "Two-Sided" (Duplex) mode in REMOPrint. This mode is faster and more efficient, ensuring quicker print times.

Impacted Systems

  • REMO
  • REMO Print

Possible Causes:

  • REMO is not connected to the correct Wi-Fi network.
  • The printer is offline.
  • Local Network Access is disabled.

Steps to Resolve:

  • Ensure the printer is powered ON and connected to the network.
  • Make sure the REMO is connected to Wi-Fi.
  • Confirm that "Local Network Access" is enabled (see "Unable to print" item above)

Impacted Systems:

  • Tapestry
  • REMO Print

Description
Retail Teams may have intermittently seen the You cannot sign into this right now error when attempting to log into the zscaler app on the REMO, usually after completing a Return to Service.

Workaround

The workaround was to attempt to log into the zscaler app using the security key. If that failed, Retail Teams were directed to attempt another Return to Service, ensuring the security key is used when logging into the Setup app and any other logins during the setup process. If multiple Return to Service don't work, if available, use a different REMO in store and perform a Return to Service to reassign the REMO to the new user.

This issue has been resolved.

Impacted Systems

  • Zscaler app on the REMO

Issue Began: 5/12/2025
Issue Resolved: 5/19/2025

Ticket: PRB10008449