How to troubleshoot communication issues on the POS Shopper Display

If the shopper display of the POS is not communicating with the POS, follow the troubleshooting steps of this guide in order:

🚨 Before starting: is the Shopper Display fully frozen/off or are touch controls not working?🚨 

Touch controls are not working but the screen is updating

Contact Vori support with the lane number being effected. Troubleshooting steps must be completed on the backend to fix this issue.

The Shopper Display is fully frozen or off

Proceed through the troubleshooting directions below.

Restart the POS App

1. On the main cashier screen, select the gear icon in the bottom right corner of the screen.

   1. This will open the System Status window.

2. Select Restart App on the System Status window.

3. Log back into the POS app, and confirm the Shopper Display's connection.

Restart the Shopper Display app

1. To refresh the Shopper Display app, simultaneously tap all four corners of the monitor.

   1. The app will disappear, showing the main background screen, and then restart.

Example below:

Restart the POS computer

1. On the cashier screen, use 3 fingers to swipe from the lefthand side of the screen towards the center.

   1. If done correctly, this will minimize the POS app and display the home screen

2. On the cashier screen, tap and hold on the  icon in the top left corner of the screen.

   1. A dropdown menu should appear below the  icon.

      

3. Drag down to Restart on the dropdown menu, and let go to select it.

   1. A new popup window should appear in the center of the screen.

      

4. Tap the Restart button on the popup window.

5. Once the system restarts, enter the admin password when prompted.

   • The password is 654321.

6. Log back into the VoriPOS app.

Confirm the shopper display comm cable is securely plugged in

If the shopper display is still not communicating properly, the display's power cable may not be plugged in all the way.

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

2. On the back panel of the POS computer, locate the two USB-A ports on the far right. Each port should have a cable plugged into it.

   

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

Disassemble the Shopper Display enclosure to check the power cable

If the shopper display's cable is plugged in, the other end may have become damaged or 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. On the back of the shopper display enclosure, remove the two screws behind the shopper display.

2. Remove the shopper display and it's surrounding mount from the back of the enclosure
3. Confirm the shopper display's power cable is securely inserted and not damaged.
4. Once finished, align the shopper display with the enclosure's back plate and secure the two back screws