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Section 6: Technical Support and Maintenance
Information and guidance on how to use and operate your Elo PayPoint Register are available in this User Manual.
Solutions to Common Problems
Problem
The Elo PayPoint Register does not
respond when turning on the system
Receipt printer does not print text on
the receipt paper
Poor receipt printing quality
Receipt printer does not run when
it's supposed to
MSR does not read card properly
Cash drawer doesn't open
User Manual – PayPoint Plus for iOS
Suggested Troubleshooting
Check that the power cable is properly connected to both the register and the wall. Power
button LED will be red when register is properly connected to the wall.
OR - Unplug the power cable, re-plug after five seconds, and press the power button to turn on
the system.
Ensure that the thermal receipt paper is installed in the printer in the proper orientation.
Note: Only one side of the thermal paper is coated with the dye that changes color when
heated. This is the side that will need to contact the printer thermal head.
Refer to the Receipt Printer section of this manual for more information on how to properly install
the thermal receipt paper in the receipt printer.
Poor receipt printing quality may be due to the use of poor quality thermal paper. Refer to the
Receipt Printer section of this manual for more information on recommended thermal paper for
the Elo PayPoint Plus receipt printer.
Push the receipt head release button, lift receipt printer head cover, and check that there is no
paper jam. Clear any paper jam.
The MSR may not function properly when dirty. Use MSR cleaning cards (purchasable in some
office supply stores).
Check to ensure that cash drawer lock is not in lock position.
OR - Use the cash drawer key to manually release the cash drawer.
UM600186 Rev A, page 38 of 48
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