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 - proceed to green section of this help page
Frozen - proceed to the blue section of this help page
Screen is black
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
Look under the counter to locate the POS computer
The POS computer is a Mac Mini locked within a security mount
Press and hold the POS computer's power button until the system powers off
The power button is located on the far left of the computer's back panel, next to the computer's power cable
Wait 30 seconds.
Press and hold the power button until the POS computer plays a start-up sound
If the 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.
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.
Go back under the counter to look at the POS Computer
On the back panel, there are two USB-C ports with a lightning bolt symbol centered above both
Confirm that both ports have cables securely plugged into them.
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.
If the screen does not power on, proceed to the next step.
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.
If the store is not comfortable opening the display enclosure, a technician visit will need to be scheduled.
Required Materials
One screwdriver
Directions
Remove the screws beneath the cashier screen.
These screws secure the bottom bracket to the enclosure.
IMPORTANT: The bottom bracket holds the cashier screen in place. The cashier screen will need to be held up by hand to prevent it from potentially falling.
With the screws removed, remove the bottom bracket.
Once the bottom bracket is removed, the cashier screen's power port will be visible.
A small purple cable enclosure should now be visible on the bottom right corner of the cashier display enclosure
Confirm that the head of the thick grey cable leading to the cashier screen is fully plugged in
If the screen powers on, screw the bottom bracket back in place.
If the screen does not power on, the power cable or cashier screen may be damaged and will need to be replaced. Reach out to the Vori support line for help on next steps.
Screen is frozen
If the screen is not registering touch screen input, there's likely been a system error. Follow these steps below:
Restart the POS computer
Look under the counter to locate the POS computer
The POS computer is a Mac Mini locked within a security mount
Press and hold the POS computer's power button until the system powers off
The power button is located on the far left of the computer's back panel, next to the computer's power cable
Wait 30 seconds.
Press and hold the power button until the POS computer plays a start-up sound
If the screen powers on, enter the admin password when prompted.
The password is 654321.
If the touch screen controls do not work, a POS component may be damaged and will need to be replaced. Reach out to the Vori support line for help on next steps.