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Basic troubleshooting

Most issues users experience with their device can be resolved quickly with a simple restart of the device. Jason calls in, he has some strange error codes on the screen. He has been identified and verified, click the start button to help Jason.

Tip: To restart the device, your customer just needs to place the device on its base unit and ensure it is connected to power.

Alternatively, if the device is mobile and not near the base unit, shut down the device first before switching it back on.

What to do if this doesn’t work? – refer to the online tool or PPL to guide you on your next steps depending on the error message being displayed.

At this point if you are not a Helpdesk associate, please call the helpdesk for assistance.

OK, the first thing we need to do is a restart – that does the trick a lot of the time so let’s start there.

All we need to do is put the device back on its base unit and make sure the power is connected. Then press and hold the [FUNC] and [CLEAR] keys together. And make sure to check that the power cable is connected and switched on.

Ok – that’s done. I can see the screen is now switching on again.

Great – what about that error code you saw before? Is it still there?

No – it’s gone.

Great! So let’s go ahead and retry the transaction – I’ll wait while you do that.

Yup – it’s all working now, thank you!

That’s why we’re here – to help you 24 hours a day, 365 days a year!