Troubleshooting

This article provides guidance on identifying, diagnosing, and resolving common SmartPOS problems.

If none of the troubleshooting measures resolve the issue, or if the problem is not described in this article, reach out to Petrosoft support for further assistance. Provide details about the issue and any troubleshooting steps you have already taken.
When applicable, we may offer a warranty replacement or guide you through repair options.

SmartPOS unit

Malfunction	Cause	Measures
Cash register won't not turn on.	Power issue.	Check whether the surge protector is on and functioning.
		Check if the power cable is connected to both the surge protector and the SmartPOS unit.
		Check if the power cable is not damaged.
Customer display not turning on	Customer display is not configured in the cash register settings.	Go to SmartPOS System settings and select the resolution of the customer display corresponding to the physical size of the connected display.
The cashier screen is unresponsive to touch or gestures.	Hardware malfunction.	Reboot the SmartPOS unit. If the issue persists, contact Petrosoft Support.
The cashier screen displays artifacts, lines, or general discoloration.	Hardware issue.	Contact Petrosoft for a warranty replacement.
Appliances connected via USB do not function properly.	SmartPOS USB hub problem.	Do not connect any USB devices to the SmartPOS unit other than those supplied in the SmartPOS box.
		Do not connect any device to the front USB ports of the SmartPOS unit.
Cash register does not see the compatible PIN pad.	Network connectivity issue.	Ensure the PIN pad is connected to the same network as the SmartPOS unit.
		Verify that the PIN pad's IP address is correctly configured on the PayTerminal tab of the SmartPOS system settings.
Cash register cannot access the internet.	No internet connection or the connection is blocked.	Ensure the Ethernet cable is securely connected to both the SmartPOS unit and the network router or switch.
		Verify that the router or switch has an active internet connection.
		Check if your router's firewall rules are blocking outbound connections from the SmartPOS device.
		Hold the power button until the SmartPOS unit turns off, then press it again to turn it back on.
		Restart your router to refresh the network connection.
		Contact your IT personnel or ISP to check for any network outages or service disruptions.

Receipt printer

Malfunction	Cause	Measures
Receipt printer not printing.	Connectivity issue.	Ensure the printer is powered on.
		Ensure the printer is securely connected to the USB port on the bottom of the SmartPOS unit.
	Paper issue.	Check if the thermal paper roll is correctly installed and the paper path is clear.
		Check if the installed paper roll is compatible with the printer.
		Verify that there is sufficient paper in the roll.
Flashing red and green lights on the receipt printer.	Printer issue.	Check if the thermal paper roll is correctly installed and is compatible with the printer.
		Check the paper path for any obstructions, wrinkled paper or jams.
		Verify that there is sufficient paper in the roll.
		Check if the receipt printer is connected to the USB port on the bottom of the SmartPOS unit.
Faded or light receipts	The thermal print head may be faulty.	The printer is under warranty: Contact Petrosoft for a warranty replacement.
		The printer is out of warranty: Purchase a new printer, as repairs may not be cost-effective.
The printer is not powering on	Loose or improperly connected cables	Unplug and firmly reconnect all cables to ensure a stable connection.

Cash drawer

Malfunction	Cause	Measures
Cash drawer won't open.	Mechanical obstruction.	Use the provided key to unlock the drawer.
		Carefully inspect the drawer's path for any items that might be blocking it.
	Receipt printer issue.	Ensure the receipt printer is powered on.
		Check if the receipt printer is securely connected to the designated port on the drawer's bottom.
		Verify that the receipt printer is connected to the USB port on the bottom of the SmartPOS unit.
Cash drawer won't stay shut.	Mechanical obstruction.	Remove any objects that might be preventing the drawer from closing completely and firmly shut the drawer.
	Hardware issue (solenoid getting stuck).	Ensure the drawer is fully pushed in and securely latched. If the drawer still does not stay closed, contact Petrosoft for a warranty replacement.

Barcode scanner

Malfunction	Cause	Measures
Barcode scanner not working: red scanning light is not activated.	The scanner is not correctly plugged in.	Ensure the SmartPOS unit is powered on.
		Ensure the scanner is connected to a USB port on the bottom of the SmartPOS unit.
		Check the cable connecting the scanner to the SmartPOS unit for any damage or loose connections.
		Try unplugging the scanner and plugging it back in. Reboot SmartPOS unit afterwards.
Barcode scanner cannot read barcode. Red scanning light is activated.	Barcode issue.	Check for any objects that might be obstructing the scanner's view, such as cables, labels, or packaging.
		Ensure the barcode is clearly readable and not damaged.
		Try scanning a different barcode to determine if the issue is specific to the barcode or the scanner.
	Scanner issue.	The scanner might require reprogramming using the provided programming sheet.