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Troubleshooting, common steps

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

Updated over a month ago

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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