Common Hardware Issues

Managed by ServingIntel 360 Team

Date Published: January 16, 2025
Date Updated: January 16, 2025

Version 7.24.120

1. Device Won’t Turn On

Issue: The device is unresponsive or does not power on.

Resolution:

• Check if the power cable is securely connected to both the device and the power source.
• Ensure the power source is working by testing it with another device.
• Inspect the power cable and adapter for damage and replace them if needed.
• If the device uses a battery, check the battery or replace it if necessary.
• Perform a hard reset by disconnecting the power cable, waiting for 10 seconds, and then reconnecting it.

2. Receipt Printer Not Printing

Issue: The printer is not printing receipts or is printing blank paper.

Resolution:

• Check if the printer has paper loaded and ensure it is properly aligned.
• Confirm that the printer is connected to the system via USB, Ethernet, or Bluetooth.
• Inspect the printer for any paper jams and clear them.
• If using thermal paper, make sure it is loaded in the correct direction.
• Restart the printer and perform a test print using the self-test option (this is usually done by holding the feed button while turning the printer on).

3. Cash Drawer Not Opening

Issue: The cash drawer does not open automatically after a transaction.

Resolution:

• Ensure the cash drawer is connected to the receipt printer or device.
• Check the cables for damage or loose connections.
• Restart the system and receipt printer.
• Test the drawer manually using the release latch or a test command in the software.
• If the drawer is connected to a printer, confirm the printer is functioning properly, as the drawer relies on its signals.

4. Barcode Scanner Not Scanning

Issue: The barcode scanner fails to read or recognize barcodes.

Resolution:

• Ensure the scanner is properly connected (USB, Bluetooth, or serial).
• Check the scanner lens for any obstructions and clean it if needed.
• Verify that the barcode is not damaged (e.g., smudged, torn, or faded).
• Restart the scanner by unplugging it and reconnecting.
• Test the scanner with a known-good barcode.
• Ensure the scanner is configured to read the specific type of barcode being used (UPC, QR, etc.).
• Update the scanner firmware if applicable.

5. Card Reader Not Reading Cards

Issue: Credit/debit cards fail to process transactions.

Resolution:

• Clean the card reader slot using a soft, dry cloth or a cleaning card.
• Ensure the card reader is properly connected to the system.
• Determine if the issue occurs with multiple cards or just one (indicating a faulty card).
• For chip readers, ensure the chip is clean and inserted correctly.
• For swipe readers, swipe the card in a consistent, even motion.
• Restart the terminal and test the card reader again.
• If using wireless readers, check the battery level and connection status.

6. Touchscreen Monitor Not Responding

Issue: The touchscreen is unresponsive or inaccurate.

Resolution:

• Clean the touchscreen to remove dust, grease, or residue.
• Restart the terminal.
• Recalibrate the touchscreen through the system settings.
• Check that all cables connecting the monitor are securely plugged in.
• Test using a mouse to determine if the issue is software-related.
• Update or reinstall touchscreen drivers if necessary.

7. Network Connection Issues

Issue: The system cannot connect to the network or internet.

Resolution:

• Verify that the Ethernet cable or Wi-Fi connection is active and stable.
• Restart both the terminal and the network router/modem.
• Check the IP address and network settings of the system.
• Test other devices on the network to confirm connectivity.
• Ensure there are no firewall restrictions or blocked ports.
• If using Wi-Fi, check the signal strength and look for any interference.

8. Display Freezes or System Crashes

Issue: The system freezes during operation or shuts down unexpectedly.

Resolution:

• Restart the system to reset all processes.
• Check for software updates and install any pending patches.
• Inspect the system for overheating and clean vents or fans if applicable.
• Ensure there is adequate storage space on the system.
• Run diagnostics to check for hardware issues (e.g., RAM, hard drive).