How to troubleshoot communication issues with the POS Cashier Screen

Is the screen black or frozen?

To start, find out if the screen is black (display appears to have no power) or frozen (touch controls don't work):

• Black - If the Cashier Screen appears to have now power, click here for troubleshooting steps.

• Frozen - If touch controls on the Cashier Screen are not working, click here for troubleshooting steps.

Troubleshooting steps for a black Cashier Screen

If the screen is black, there's either been a system crash or the cashier screen has lost power. Follow these steps below:

Restart the POS computer

1. Look under the counter to locate the POS computer.

   1. The POS computer is a Mac Mini locked within a security mount.

2. Press and hold the POS computer's power button until the system powers off.

   1. The power button is located on the far left of the computer's back panel, next to the computer's power cable

3. Wait 30 seconds after powering off the system.

4. Press and hold the power button until the POS computer plays a start-up sound

5. If the Cashier Screen powers on, enter the admin password when prompted.

   1. The password is 654321.

Confirm all cables are securely plugged in

If the cashier screen is still not turning on, the screen's power cable may not be plugged in all the way.

1. Go back under the counter to look at the POS Computer

   1. On the back panel, there are two USB-C ports with a lightning bolt symbol centered above both.

2. Confirm that both ports have cables securely plugged into them.

   1. One cable should lead to a USB hub, the other should lead to the Cashier Screen. Either cable can safely plug in to either port.

Disassemble the cashier screen to check the power cable

If the cashier screen's cable is plugged in, the other end may have become unplugged inside of the cashier display enclosure. The cashier display enclosure will need to be disassembled to clearly see the cashier screen's power port.

Required Materials

• One screwdriver

Directions

1. Remove the screws beneath the cashier screen.

   

2. Once the screws have been removed, carefully detach the bottom bracket from the cashier screen.

3. After removing the bottom bracket, locate the cashier screen's power port within a small purple cable enclosure situated in the bottom right corner of the Cashier Screen.

4. Confirm that the head of the thick grey cable leading to the cashier screen is fully plugged in

   1. If the screen powers on, screw the bottom bracket back in place.

      

Troubleshooting steps for a frozen Cashier Screen

If the screen is not registering touch screen input, there's likely been a system error. Follow these steps below:

Restart the POS computer

1. Look under the counter to locate the POS computer.

   1. The POS computer is a Mac Mini locked within a security mount.

2. Press and hold the POS computer's power button until the system powers off.

   1. The power button is located on the far left of the computer's back panel, next to the computer's power cable

      

3. Wait 30 seconds after powering off the POS computer.

4. Press and hold the power button until the POS computer plays a start-up sound.

5. If the screen powers on, enter the admin password when prompted.

   1. The password is 654321.