Section 5: Technical Support And Maintenance - Elo Touch Solutions PayPoint Plus for Windows User Manual

Section 5: Technical Support and Maintenance

Solutions to Common Problems
Problem
The Elo PayPoint Plus register does not respond when
turning on the system.
Blank screen
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 Windows
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.
OR - In the case that the power button LED displays solid white light, which suggests
that the system is on, there may be an issue with the display or LCD backlight. Please
contact Elo Customer Service.
If the power button LED is blinking, the register may be in SLEEP mode. Press the
power button to bring the unit out of SLEEP mode.
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 Receipt Paper Section of this manual for more information on how to
properly install the thermal receipt paper in the receipt printer.
OR - Try and restart the register.
Poor receipt printing quality may be due to the use of poor quality thermal paper.
Refer to Receipt Printer section of this manual for more information on recommended
thermal paper for the Elo PayPoint Plus register receipt printer.
Ensure that receipt paper is loaded onto the printer.
In case of paper jam, refer to Receipt Printer section of this manual.
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.
Ensure that the thermal receipt paper is installed in the printer in the proper
orientation.
UM600523 Rev.A, page 29 of 41