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Introduction

When a device at the register stops working, this is the first place to look. This guide walks through the initial steps to try for each piece of Vori Point of Sale (POS) hardware, from the cashier display to the scanner scale, before you reach out for help. Work through each device’s steps in order, and move to the next step only if the issue isn’t fixed. Most hardware problems clear up within the first step or two.

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Download and print the guide

Keep a copy at every lane so your team can troubleshoot on the spot.

Hardware Troubleshooting Guide (PDF)

Download the one-page guide. Print it single-sided and post it at each register or in the back office.

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Start here: restart the POS app

For any device that stops responding, restart the POS app first:
  1. Tap the gear icon in the bottom-right of the cashier screen.
  2. Tap Restart App.
  3. Log back in and test the device.
If the device still isn’t working, follow the steps for that device below. If those don’t fix it, contact Vori Support.

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Cashier display

The large monitor facing the cashier, showing the cart and quick-action buttons.
  1. From the Back Office, restart the lane remotely: go to Point of Sale > Lanes, find the lane, and select Restart POS.
  2. If the screen is black or unresponsive, check that the display and power cables are firmly seated behind the display.
For the full walkthrough, see Fix a black or frozen POS cashier screen. ⚠️ Caution: Don’t remotely restart a lane that’s mid-checkout.

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Shopper display

The horizontal touchscreen facing the shopper, showing the logo, cart, and rewards login.
  1. Restart just the display: tap the gear icon, then Shopper Display > Restart Shopper Display. The POS keeps running.
  2. If it’s still down, confirm the display’s cables are firmly plugged into the lane computer under the counter.
For more, see Troubleshoot shopper display communication issues.

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Payment terminal

The small vertical device with a keypad and card slot.
  1. Tap the gear icon and find Payment Terminal and Internet in the connections list.
  2. If the terminal is frozen, hold the red + green keys until Reboot appears, tap OK, then wait about a minute for the Welcome screen.
🚨 Warning: Never reboot or power-cycle the terminal mid-payment. It can leave a transaction in an unknown state. For the full guide, see Fix your POS payment terminal.

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10-key cashier keyboard

The physical number keypad used to ring up and log in.
  1. Reseat the keyboard’s cable where it connects to the lane computer (and any hub or adapter in between): unplug it, wait about 10 seconds, then plug it back in firmly.
  2. Restart the lane computer and test again.
For more, see How to troubleshoot the 10-key cashier keyboard.

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Handheld scanner

The cordless barcode scanner that sits on a charging cradle.
  1. Confirm it’s charging on the cradle: a flashing green light means charging, and solid green means full.
  2. Restart the POS app: tap the gear icon, then Device Status > Restart App, and test again.
  3. Reseat the cradle’s cable where it connects to the lane computer.
For pairing and connectivity steps, see Troubleshoot handheld barcode scanner connectivity.

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Scanner scale

The flatbed scanner with a built-in weigh plate and vertical tower.
  1. Check the live weight in the top-right of the cashier screen. 0.00lb is normal.
  2. If the scale isn’t ready, clear the plate of any items, paper, or cables resting on it or leaning against the tower, then zero it.
For the full walkthrough, see Troubleshoot the Zebra MP7000 scanner scale.

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Receipt printer

The thermal printer that prints shopper receipts at the lane.
  1. Check for paper: pull the grey tab to open the paper compartment, load a roll if empty, then close the hatch fully.
  2. Check power: the status light in the top-left should be lit. If not, make sure the switch on the front-left of the printer is on.
  3. Restart the POS app and test again.
For more, see How to fix a POS receipt printer that’s not printing.

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Still need help?

If you’ve worked through the steps for your device and it still isn’t working, contact Vori Support. Have your store name and the lane number ready so the team can jump in faster. You can reach us through live chat, at support@vori.com, or by calling 415-779-0021.