Fix a Black or Frozen POS Cashier Screen

Identify the Issue
Black Cashier Screen Troubleshooting Steps
Frozen Cashier Screen Troubleshooting Steps
- Quick Fix: Use the "Slash Key"

Identify the Issue

First, determine if the cashier screen is black (no power) or frozen (unresponsive).

Black Screen: If the display appears completely off, click here for troubleshooting steps.
Frozen Screen: If the image is visible, but touch controls do not work, click here for troubleshooting steps.

Quick Fix: Restart the Shopper Display Remotely

If your Shopper Display (the screen facing the customer) is frozen, try this remote fix from the Back Office before checking physical cables.

✏️ Note: You must use the New Back Office (app.vori.com) to access the Lanes tool.

In the New Back Office, select Point of Sale on the left-hand menu.
Select Lanes from the dropdown.
Find the affected lane number in the Name column.
Click Restart Display located at the far right of that row.
Click Restart Shopper Display to confirm.

The display should restart within 15 seconds. If this does not solve the issue, or if the Cashier Screen is the problem, proceed to the steps below.

✏️ Note: For detailed instructions on remotely restarting the Shopper Display using the Lanes tool in the New Back Office, refer to the Restart a Shopper Display or POS guide.

Option 1: Restart the POS Computer

If the Cashier Screen is black or frozen, the system likely crashed. A manual restart usually fixes this.

1. Locate the POS Computer: Look under the counter. The POS computer is a small, silver, square metal box (Apple Mac Mini), roughly 8 inches wide. It has rounded corners, a black Apple logo on top.

2. Power Down: Reach behind the computer. The power button is a small circular button located on the back right corner (if you are facing the back panel where the cords plug in).

Press and hold the power button until the system powers off completely.
Wait 30 seconds.

3. Power Up: Press and hold the power button again until you hear the start-up chime.

4. Log In: If the Cashier Screen powers on, enter the admin password when prompted.

The password is: 654321

If the screen does not power on, proceed to the next step.

Option 2: Check Power Cables

If the restart didn't work and the screen is still black, a cable may be loose.

1. Check the POS Computer Ports: Go back under the counter to the silver Mac Mini.

Look at the back panel for two small oval ports with a lightning bolt symbol above them (Thunderbolt/USB-C ports).
Ensure both cables are pushed in tightly.

✏️ Note: One cable leads to a USB hub; the other leads to the Cashier Screen. Either cable works in either port.

2. Test the Connection: If the cables feels loose, push them in firmly and check if the screen turns on.

Option 3: Check Internal Connections

If the cables under the counter are secure but the screen is still black, the cable inside the Cashier Screen housing may have unplugged.

⚠️ Caution: This requires disassembling the screen mount. You will need a screwdriver.

1. Remove the Bracket: Locate the screws beneath the Cashier Screen. Remove them and carefully detach the bottom bracket.

2. Locate the Port: Look for a small purple cable enclosure in the bottom right corner of the screen hardware.

3. Secure the Connection: Find the thick grey cable. Ensure the head of this cable is fully plugged into the port.

4. Reassemble: If the screen powers on, screw the bottom bracket back in place.

Troubleshooting

What if the screen still won't turn on? If you have completed all steps—restarted the Mac Mini, checked the exterior cables, and checked the internal connection—the hardware may be damaged. Please reach out to Vori support immediately for replacement steps.

Fix a Frozen Cashier Screen

If the image on your Cashier Screen is visible but the touch controls are not responding, follow these steps to reset the connection.

Quick Fix: Use the "Slash Key" Quick Fix

If you prefer not to restart the entire lane, or if you are already at the register, you can use the built-in troubleshooting tool.

1. Locate the Help Banner: Look at the very top of your frozen POS screen. You will see a black banner that says:

"Touch Screen Frozen? Hold Numpad '/' key for 3 seconds for help."

2. Trigger the Troubleshooting Tool: Press and hold the / (forward slash) key on the number pad for 3 seconds.

3. Follow the On-Screen Guide A window titled "Reconnect Touch Screen Cable" will pop up with a photo of the POS computer (Mac Mini).

Locate the Cable: The photo will highlight a specific cable on the back of the computer with a red square.
Unplug and Reconnect: Reach under the counter to the POS Computer. Unplug the cable matching the one in the red square, wait one second, and plug it back in.

💡 Tip: Cable layouts can vary. If you aren't sure which cable it is, try unplugging cables one by one until the screen goes black. Once the screen goes black, you've found the display cable—plug it back in securely to reset the touch connection.