How To Troubleshoot POS - ELO

Article author
Jaclyn Hope Gilkey
  • Updated

How To Troubleshoot POS:

 

I ONLY SEE A QR CODE-- What Should I Do?

If you are seeing a QR code on your device screen (POS, Orderboard) follow the steps below to troubleshoot;

 

Step 1:

Take a photo of the QR Code, submit the image to the Help Desk via email or Support Request. Click here to learn how to submit support requests. Once the QR code has been registered, select

 

Step 2:

Once your device has been registered, select the Device Type. In this instance, select Concessions POS

 

Step 3:

Select the Menu you wish to order from, here you will select the location menu that the POS should be set to order from. Select to be brought to the POS Screen

 

How Do I Know If I’m Online?

The following images will help you determine if you are online/offline and what to do if this occurs.

 

How to Identify Network Issues:

At the top right hand side of the screen, will be an icon next to the words network, as indicated here . If your system is operating slow or shows signs of potentially being off line you will see the icon

How to Troubleshoot:

If you are seeing connectivity issues, you can troubleshoot this by selecting the and navigate to Orders

 

Once you Select you will be brought to the Orders Page. If there is a specific order highlighted upon accessing the page tap the X at the top right side. You will then see the Total Revenue and orders for the POS Location you are working in.

 

 If the network is delayed or off line you will see the order numbers out of sync.

Note: Orders created shows 2 but Orders Synced shows 1. That means 1 order has yet to get sent to the backend.

To attempt a manual sync scroll down to the bottom of the Summary Page and select Sync Orders Now or Sync Refunds Now (pending which orders are showing as out of Sync in the POS). This will trigger the system to attempt a manual sync.

PLEASE NOTE: The system syncs frequently throughout service, if the sync fails, the system will continue to sync regardless of being triggered by the user. However, this is the best way to identify if you are offline.

 

 

My Credit Card Reader Shows “Lane Closed”

In an instance where your credit card reader shows the “Lane is Closed” make sure the device if fully plugged in (including the cord at the top of the Card reader - you will need a screw driver to verify). Use a different USB port and select refresh configuration. If that does not work please reboot the card reader by following the steps outlined below and take a picture of the firmware version (will be the last thing you see before it powers back on);

 

 

**If you reboot two times and the reader shows lane closed, contact your manager and escalate this to VenueNext.

 

 

HELP! My POS Has A White Screen…

In an instance where the POS screen goes white check your network’s connectivity. This traditionally occurs when you are offline with no network connection. You will need to reconnect to the internet for the screen to go away (the system will continuously try to find a connection, so it will go back online once a connection is established, if you do not feel comfortable restarting the system) or power down and restart your machine (see directions below).

 

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 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. 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'

 

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