💻Pulse Disconnected on All Computers or Unable to Connect

💻 Pulse Disconnected on All Computers or Unable to Connect

This article guides store teams and District Managers through troubleshooting steps when Pulse fails to connect or is disconnected on all computers. It helps identify whether the issue is a connection problem between the Host 1 PC, the Pulse Switch, and the GLS router, or if the Host VM itself requires escalation to IT.

🧭 Quick Navigation

⚙️Identify the Host 1 Model

There are two possible Host 1 models used in stores:


  • HP Z4 G4 Workstation – This model has two Ethernet ports located on the back panel.
  • Use the bottom Ethernet port for the network connection to the Pulse Switch.
  • The top port is not used for the store network.

  • HP Z2 Mini G5 – This model has one Ethernet port only.
  • That single port connects directly to the Pulse Switch.

📸 Picture placeholder – Example of HP Z4 G4 and Z2 Mini G5 rear panels with ports highlighted.


🧠Note: Both models also have a small serial-port adapter connected to the back with an Ethernet cable plugged into it. This cable runs to the Caller ID system. It is not part of the network and can be ignored during troubleshooting. Ensure this cable is not mistaken for the network cable connected to the Pulse Switch.


📸 Picture placeholder – Example of Caller ID adapter and cable.

⚙️Confirm Pulse Status on Host 1

On the Host 1 computer in the office, check if Pulse is loading normally.

  • If Pulse loads correctly on Host 1 but not on the other stations, the issue is likely with the network connection between Host 1 and the GLS router.
  • If Pulse fails to load on Host 1, proceed directly to escalation — the issue likely involves the Host VM or database connection.
  • ⭐⭐Store teams should never reboot Host 1 unless specifically directed by the IT Department.

⚙️Verify Connection Between Host and GLS Router

Check that the Ethernet cable from Host 1 is securely connected to the Pulse Switch, and that the uplink cable from the Pulse Switch connects directly to the GLS router.


  • Confirm that all link lights are illuminated on both the Pulse Switch and the GLS router ports.
  • If the Host cable or uplink light is off, reseat the cables on both ends.
  • Each Ethernet cable in this path should be clearly labeled, but verify that each cable runs to the correct device location.

📸 Picture placeholder – GLS router and Pulse Switch link lights.

⚙️Check Pulse Switch and Ethernet Cable Connections

If network lights appear normal but Pulse is still disconnected on all terminals:

  • Trace the cable path from Host 1 → Pulse Switch → GLS router to confirm all connections are secure.
  • Look for any loose, damaged, or unlabeled Ethernet cables.
  • The Pulse Switch does not use a PoE injector; however, ensure the switch itself is plugged in and powered on.

📸 Picture placeholder – Pulse Switch cabling diagram.

⚙️Confirm Internet Connectivity from Host 1

To confirm network communication between Host 1 and the GLS router:

1. On Host 1, open Pulse.

2. Select Links from the Pulse Menu Toolbar.

3. From the drop-down submenu, select PieNet.

4. If the PieNet login page opens successfully, the connection between Host 1 and the GLS router is working.

  • If the page fails to load, escalate to your DM — this indicates a network interruption between Host 1 and the GLS router.

🚧 If the Issue Persists

If none of the above steps resolve the issue, continue troubleshooting using related resources or escalate as outlined below.


1) Double-Check Key Points

  • Identify the correct Host 1 model before inspecting cables.
  • Ensure the correct Ethernet port is in use on HP Z4 G4 models (bottom port).
  • Verify the Pulse Switch and GLS router lights are active and cables are firmly connected.
  • Do not confuse the Caller ID adapter cable with the store network line.
  • Store teams should not reboot Host 1 unless directed by IT.
  • Use the Hot Links test from the Pulse Menu to verify communication with the GLS router.

2) Escalation Instructions


For Store Team Members:

  • If the issue remains after completing all steps, contact your District Manager (DM) for further guidance.
  • Tell your DM you completed all troubleshooting steps and describe the exact Pulse behavior observed.

For District Managers:

1. Review the information provided by the store and confirm all steps were completed.

2. If you cannot triage or the issue is critical/system-wide, follow the Emergency HELP Line Protocol (opens in a new tab) to contact the On-Call Tech.

✅ Summary

  • If Pulse is disconnected on all terminals but still works on Host 1, the issue is network-related between Host 1, the Pulse Switch, and the GLS router.
  • If Pulse fails to load on Host 1 itself, escalate immediately to IT.
  • Always verify Pulse Switch link lights, cable labeling, and GLS router connections before escalation. Ensure the correct Ethernet port is used on HP Z4 G4 models and that the Caller ID adapter cable is not mistaken for a network line.
Did this answer your question? Thanks for the feedback There was a problem submitting your feedback. Please try again later.