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Troubleshooting, common steps
Troubleshooting, common steps

This article provides a step-by-step guide to troubleshooting common problems with your device.

Updated this week

Before contacting the Customer Service team, please go over the following troubleshooting steps for common problems, listed below.


1. Power & Hardware Issues ⚡

Common Symptoms:

  • Device not powering on.

  • Peripheral devices (mouse, keyboard, printer) not functioning.

  • Screen issues (flickering, black screen).

1.1 Power Supply Check

  • Ensure the device is properly plugged in and switched on.

  • Inspect power cables and connections for any physical damage or loose connections.

1.2 Restart Device

  • If the device is unresponsive, perform a manual shutdown and restart.

  • If applicable, remove and reinsert the battery before powering on the device again.

1.3 Peripheral Devices

  • Unplug and reconnect the peripherals (mouse, keyboard, printer) to verify they are properly connected.

  • Try connecting the peripheral devices to a different USB port to check if the issue is port-specific.

  • If using a wireless device, ensure that it has sufficient battery and is properly paired.

  • Use the operating system’s built-in troubleshooting tool (e.g., "Troubleshoot problems" in Windows) to detect and resolve issues automatically.

1.4 Error Indicators

  • Check the device for any error lights or beeping sounds that indicate a specific issue.

  • Look for any on-screen error messages and take note of error codes.

  • Refer to the device’s manual or manufacturer’s website for error code explanations and further troubleshooting steps, some of them are listed at the end of this article.

2. Connectivity Issues 📵

Common Symptoms:

  • No internet access.

  • "No network connection" error messages.

2.1 Network Check

  • Ask if other devices in the same network are working.

  • Restart the router/modem (only if possible).

2.2 Device Connection

  • Verify the device is connected to the correct network.

  • Forget and reconnect to the Wi-Fi network or reconnect the Ethernet cable.

  • Try to connect the device to another network, or another device to the network you're testing.

2.3 Run Diagnostics

  • Use the operating system's network troubleshooter (e.g., "Troubleshoot problems" on Windows).

3. Performance Issues 📶

Common Symptoms:

  • Slow loading times.

  • Frequent disconnections.

3.1 Speed Test

  • Ask the user to perform a speed test and note download/upload speeds.

  • Recommended bandwidth to operate smoothly:

    • Small Venue (1–5 POS & payment terminals): 10–20 Mbps

    • Medium Venue (5–15 devices): 20–50 Mbps

    • Large Venue (15+ devices): 50–100+ Mbps

3.2 Background Activity

  • Verify if other devices or applications are consuming bandwidth by using the performance tab of the task manager.

3.3 Network Restart

  • Restart the router and reconnect (only if possible).

3.4 Signal Strength

  • Check Wi-Fi signal strength. Suggest moving closer to the router if weak.

  • Ask if the router is optimally placed (e.g., centrally located, away from interference).

4. Additional Support Resources 📖

5. Additional Tips 🛠️

  • Ensure that all software and firmware are up to date.

  • If the issue persists, consider resetting the device to factory settings as a last resort.

  • If the problem is hardware-related, contact the manufacturer or you IT department for support.

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