Hardware Troubleshooting
Solutions for common hardware issues.
Hardware Health Monitoring
Platform Support
Advanced hardware monitoring (Battery health, CPU temp, Printer status) is primarily available on OlympusEdge Linux hardware. If you are running the POS on Windows, Mac, or generic Android tablets, some hardware status indicators may not be available.
If you see a "Hardware Status Unavailable" warning:
- Check Device Type: Confirm if you are using an Olympus-certified edge device.
- Verify Agent: Ensure the
olympus-edgeservice is running in the background. - Ignore on Non-Edge: This is normal behavior for generic Windows/Mac workstations.
Tablets & POS Devices
Device won't turn on
- Connect to power - Plug in charger
- Wait 15 minutes - May need charge
- Hard reset - Hold power 15 seconds
- Try different charger - May be bad cable
Touchscreen not responding
- Clean screen - Use microfiber cloth
- Remove screen protector - If damaged
- Restart device - Power cycle
- Report for repair - If persists
Running slow
- Close other apps - Free up memory
- Restart app - Clear cache
- Restart device - Full reboot
- Check storage - May be full
Receipt Printers
Not printing
- Check power - Light should be on
- Check paper - Load new roll
- Check connection - Bluetooth or network
- Restart printer - Power cycle
Poor print quality
| Problem | Solution |
|---|---|
| Faded text | Replace paper roll |
| Streaks | Clean print head |
| Partial print | Check paper alignment |
| Cutting issues | Clear paper jam |
Card Terminals
Won't connect
- Check power - Terminal on?
- Check Bluetooth - On your device
- Restart terminal - Power cycle
- Re-pair - Forget and reconnect
Card won't read
- Try tap - If chip fails
- Try chip - If tap fails
- Clean reader - Card slot/surface
- Use backup terminal
Kitchen Display (KDS)
Not showing orders
- Check network - WiFi connected?
- Check app - Is it running?
- Restart app - Force close, reopen
- Restart device - Power cycle
Display frozen
- Wait 30 seconds - May be loading
- Restart app - Force close
- Restart device - Power cycle
- Use paper backup - While troubleshooting
Cash Drawer
Won't open
- Check connection - To printer
- Check lock - Physical key position
- Manual open - Use key underneath
- Report for repair - If mechanism broken
When to Contact Support
Call 1-800-RR-HELP1 if:
- Hardware damage (dropped, wet)
- Repeated failures after troubleshooting
- Need replacement equipment
- Safety concerns
Barcode/QR Scanners
Scanner Not Reading
| Issue | Solution |
|---|---|
| Dirty lens | Clean with soft cloth |
| Too close/far | Hold 4-8 inches away |
| Bad lighting | Reduce glare |
| Damaged code | Enter manually |
Scanner Not Connected
- Check USB connection
- For Bluetooth scanners: Re-pair
- Verify scanner is on correct mode
- Restart POS application
Label Printers
Labels Not Printing
- Check paper is loaded correctly
- Verify paper type matches settings
- Clean print head
- Restart printer
Labels Printing Incorrectly
| Problem | Solution |
|---|---|
| Blank labels | Check thermal paper orientation |
| Misaligned | Calibrate paper sensor |
| Smudged | Clean print head |
| Wrong size | Check label settings |
Bump Bars (KDS)
Buttons Not Responding
- Check connection to KDS
- Clean button surface
- Try different button
- Restart KDS system
Wrong Orders Bumped
- Verify button mapping in settings
- Check for stuck buttons
- Recalibrate bump bar
Hardware Maintenance Schedule
| Device | Daily | Weekly | Monthly |
|---|---|---|---|
| Tablets | Clean screen | Restart | Update software |
| Printers | Check paper | Clean heads | Deep clean |
| Terminals | Wipe surfaces | Check connections | Firmware update |
| KDS | Clean screen | Restart | Full diagnostic |
Emergency Equipment Locations
Know where backups are:
- Backup tablet - Manager office
- Manual card imprinter - Under register (last resort)
- Paper ticket pads - Host stand
- Emergency key - Manager safe
Quick Reference
Universal Restart Steps
1. Save any pending work
2. Close the application
3. Power off the device
4. Wait 30 seconds
5. Power on
6. Open application
7. Test functionality
Emergency Contact Numbers
| Issue | Contact |
|---|---|
| Software issues | 1-800-RR-HELP1 |
| Hardware replacement | 1-800-RR-EQUIP |
| Payment terminal | Your processor's support |
| Internet/Network | Your ISP |