Skip to main content
Sign in MENU

Basic Troubleshooting for Hardware Issues

MS Info
  • Updated

How to exit MicroSale:

  1. From the ID screen, enter a manager’s ID and select the “Manager’s Menu” button
  2. Select the “Register Setup” button at the bottom, right-side of the screen
  3. Select the “Exit to Windows”

Networking Issues:

  1. Terminal states “Credit cards offline” / “Register Failed to Load” / “LAN Unplugged” / “Error 26002”/ “Network Failure”:
    1. See “Standard Network Configuration” document for visual assistance
    2. Restart the terminal
    3. Verify that Ethernet cables are securely connected at both ends (terminal vs. switch)
    4. Locate the Switch: Typically under the counter where the terminals are located. It has the following brand name written upon it: Net Gear, D Link or Linksys. It will have 5 cords going into it – Pos1, Pos2, Pos3, Kitchen Printer, Ethernet Cable to router)
    5. Unplug the power cable to the switch (can be unplugged directly from the Switch)
    6. Count to 5
    7. Plug the power cable back into the switch and wait 5 minutes to regain a network connection

If the above steps do not resolve the issue have the end user contact their ISP (Internet Service Provider) to send a signal to their router. Also, notify MicroSale of the network status.

Hardware Issues:

  1. Credit card reader is not working:
    1. If the terminal is a Sharp V-5500 model:
      1. Exit MicroSale
      2. Locate an icon on the desktop labeled “MSR2KBD” and double-click it – this will launch a similar looking icon in system tray located at the bottom-right side of the screen
  • Double-click on the MicroSale icon to launch the POS software
  1. If the terminal is a Sharp X-650 or X-750:
    1. Clean the reader with an alcohol-soaked paper towel wrapped around a plastic card.
    2. Restart the computer
  1. Cannot take Gift Cards:

Only one terminal runs the “GiftEPay” software used to process gift cards. Usually, it is located on POS2 but if you do not find the icon on the desktop of this terminal, have them look for it on POS1.

  1. Exit MicroSale on POS2
  2. Locate an icon on the desktop that says “GiftEPay” and double-click it
  3. The GiftEPay window launches, minimize it
  4. Double-click on the MicroSale icon to launch the POS software

If the above steps do not resolve the issue contact MicroSale to assist.

  1. “NetEPay offline” message on ID screen:

Only one terminal runs the “NetEPay” software used to process credit cards. Usually, it is located on POS1 but if you do not find the icon on the desktop of this terminal, have them look for it on POS2.

  1. Exit MicroSale on POS1
  2. Locate an icon the desktop that says “NetEPay” and double-click it
  3. The NetEPay window launches, minimize it
  4. Double-click on the MicroSale icon to launch the POS software

If the above steps do not resolve the issue contact MicroSale to assist.

  1. Printer / Terminal will not power on:
    1. Receipt / Kitchen Printer:
      1. Verify that the Power Cable and Printer Cable are securely plugged into the back of the printer.
      2. Have the end user unplug both the power and printer cables and plug them back in at each end (the back of the printer and the side of the terminal).
  • Try using a cable from a working printer (either power cable or printer cable)
  1. Try plugging the power cable into another outlet (wall or APC Surge Protector)

If the above steps do not resolve the issue, contact MicroSale to notify of down terminal.

  1. Terminal:
    1. Verify that the power cable is plugged into the back of the register. Have the end user unplug the cable from the back of the terminal and plug it back in
    2. Verify that the connection to the AC/DC adapter box is secure (this is located between the terminal and the surge protector on the power cord). Have the end user unplug the cable from the adapter box and plug it back in
  • Try plugging the power cable into another outlet (wall or APC Surge Protector)
  1. Make sure they know where the power button is located (this must be pressed in order for the terminal to power back on)
    1. Sharp V-5500: Power button is located underneath the back, left leg of the terminal
    2. Sharp X-650 or X-750: Power button is located on the monitor on the left, back side
  2. Try using a power cable from a working terminal of the same model and repeat step iv.

If the above steps do not resolve the issue, contact MicroSale to notify of down terminal.

  1. Receipt printer has red error light / will not print:
    1. Verify there is paper and that the roll is not running low
    2. Verify that the old spool from a previous paper roll isn’t left in the printer
    3. Verify the power cable is securely plugged in to the back of the printer – have the caller unplug the cable and plug it back in
    4. Verify that the printer cable is plugged into the side of the terminal (V-5500) or underside of the monitor (X-650 or X-750) – have the caller either push the cable in or unplug it and plug it back in
    5. Have the caller turn the printer off, then hold down the FEED button while turning On at the same time
      1. This will cause the self-test page to print from the printer and will usually clear any error light on the device

If the above steps do not resolve the issue have the end user contact ServRight for a replacement printer at 1-866-283-0768. Contact MicroSale to have printing rerouted.

  1. Kitchen Printer has red error light / will not print:

Kitchen printers are Ethernet printers and use the switch to communicate with the terminals. If this device stops printing or has a red error light, it has lost its’ network connection.

  1. To regain a network connection:
    1. Locate the Switch: Typically under the counter where the terminals are located. It has the following brand name written upon it: NetGear, DLink, LinkSys. It will have 5 cords going into it – Pos1, Pos2, Pos3, Kitchen Printer, Ethernet Cable to router)
    2. Unplug the power cable to the switch (can be unplugged directly from the Switch)
  • Count to 5
  1. Plug the power cable back into the switch and wait 5 minutes to regain a network connection
  1. If the network connection is regained but the red error light remains:
    1. Have the end user turn the Kitchen printer off
    2. Hold down the FEED button while turning On the printer at the same time
  • This will cause the self-test page to print from the printer and will usually clear any error light on the device.

If the above steps do not resolve the issue have the end user contact ServRight for a replacement kitchen printer at 1-866-283-0768. Contact MicroSale to notify of down printer so we can reroute the kitchen tickets.

  1. Terminal has “blue screen”:
    1. Repower the terminal

If the above steps do not resolve the issue, contact MicroSale to notify of down terminal.

 

Related articles