How to Troubleshoot Your Terminal

How to Troubleshoot Your Terminal

 The first step in troubleshooting a touchscreen system is to determine whether the problem is related to the display, software, or hardware:

— Do not confuse display problems with touchscreen problems—the two are unrelated.

— Software problems are determined by a basic hardware functionality test. If the hardware transmits touch coordinates correctly, then the problem is with the driver or application software.

— Hardware problems may be caused by the touchscreen, controller, cabling, power supply, or by the integration of the touchscreen components in the display.

— The easiest way to verify a hardware failure is by substitution, if you have more than one unit to try.

First Start With These Tips To See If It Resolves Your Issue;

The Terminal does not turn on when power is applied to the system.

• Check that the power cable is properly connected to the wall and terminal
•  If the power LED is solid white, then the system is ON. If the power LED is red, then the system is OFF.

1. If the system stays in the OFF state, try the following steps:

• Unplug the power cable and then replug after five seconds.

***In the case that the power button LED displays solid white light, there may be an issue with the display or LCD backlight. Please contact Elo Support.***

• Blank screen If the power button LED is blinking, the system may be in SLEEP mode.

• Press the power button to bring the unit out of SLEEP mode.

Restart the Terminal

Sometimes a simple restart does the trick when it comes to troubleshooting POS issues-- to restart follow the steps below;

1. Hold down the power button for a few seconds, you can find this button on the bottom right hand side of the terminal.
2. You will be prompted to input the password for the terminal- this will be your local zip code
3. Once you have gained access you will see a reboot option at the bottom corner of the screen

Check Your Network Connection

The internet connection may be unstable or even disconnected in many cases a simple network check will get to the root of your troubleshooting investigation.

You can check the connection settings with these steps. 

1. Hold the home button and click the power button
2. You will be prompted to input the password for the terminal- this will be your local zip code
3. After entering the password, the home screen will load. This will show if the device is connected to the network.
4. To connect to a wireless network, select 'Network' at the bottom of the screen
5. Enter the wireless password and connect

Update the Device Firmware

Update the terminal firmware with the following steps-- please do not do this if you are planning to use the terminal the same day.

1. Hold the power button down for a few seconds
2. You will be prompted to input the password for the terminal- this will be your local zip code
3. Select 'Settings' and then select 'Update Device.'

Clear Data

Reset Activate to refresh the application with the following steps:

1. Hold the power button down for a few seconds
2. You will be prompted to input the password for the terminal- this will be your local zip code
3. At the bottom of the screen, go to 'Apps' > Settings > Storage > Apps > Activate > Clear Data.

Enterprise Reset

Reset the device to refresh the system, this is an option that we recommend you avoid doing unless you have an ample amount of time as this is not a quick fix.

1. Hold the power button down for a few seconds
2. You will be prompted to input the password for the terminal- this will be your local zip code
3. Select 'Settings' >'Enterprise Reset.'

Factory Reset

1. Unplug power
2. Hold HOME (button on the right) key and reconnect power
3. Continue holding HOME key until unit starts Android System Recovery
4. Press HOME key to select 'wipe data/factory reset'
5. Press POWER key to select
6. Press HOME key until 'YES – delete all user data' is selected
7. Press POWER key to select
8. After data wipe is complete, press HOME to 'reboot system now'