In the breakneck speed of the hospitality industry, a high-end POS system, such as the 3S POS, plays an extremely important role. However, even the most reliable systems can break at any time without warning, halting all operations from booking orders to kitchen display systems and, most importantly, processing payments.
So when this inevitably happens, restaurant owners and managers must know how to solve these issues to keep the operations going. This troubleshooting guide is designed to walk you through solving some of the most common problems that come up with point-of-sale systems.
Connectivity Issues
The POS system is slow to respond, often disconnected, or has a transaction processing error.
Solution
Check the Network Connection
- Connect your POS terminals to a stable wifi network. If you are connecting through Ethernet, then examine for any sort of damage or loose connections within the cable network.
- Reset your router and modem. Pull our the wires and let them sit for 30 seconds, then put them back in and restart the system.
Test the Internet Speed
- Slow speeds make transaction processing take a considerable amount of time, which can be very inconvenient. Perform an online speed test to ensure you're getting good internet speeds. You can use a free internet speed test for this.
- If the speed is under 1 MB, contact your ISP for support or consider updating to a faster Wifi network.
Switch to a Backup Network
- If your primary network is down, switch to a backup WiFi network. You can also use a mobile hotspot as an emergency backup.
Reduce Network Traffic
- You might want to disconnect other devices that might be consuming your network's bandwidth. These include customer devices and other devices within the establishment that are not being used at that time.
Update Router Firmware
- Verify whether your routers are updated. Having old firmware is one possible reason for connectivity problems. Simply follow the manufacturer's instructions to update it.
Software Glitches
POS system is freezing, crashing, or displaying errors.
Solution
Restart the POS System
- A regular restart of your POS system can fix most of the minor glitches. Power down the POS system and wait a few seconds before turning it on again.
Check for Software Updates
- Outdated systems can cause glitches due to software bugs and errors. Check if there is any update pending for your POS system. Install all available updates to make sure your system remains operating smoothly.
Clear Cache & Temporary Files
- After a certain amount of time, the cache or temporary files will accumulate within the system, and the software can start to clash. Go to your system's settings and clear these files regularly. If your system is not cloud-based, be careful when deleting these files, as you might lose the data saved within the system.
Reinstall the software
- If nothing works, consider reinstalling the POS software. This can eliminate corrupted files that may be causing the problem. Ensure you back up all important data before doing this, and make sure you aren't violating any agreement clauses with the POS provider.
Compatibility Checks
- Make sure any third-party software or hardware you use with your POS system is compatible. Incompatible software will stop the system from working properly.
Hardware Malfunctions
The POS terminal, receipt printer, or barcode scanners are not working correctly.
Solution
Inspect Physical Connections
- Secure all cables properly. Remove and rejoin connectors.
- Most of the power flickering issues are due to worn-out or damaged cables, so if a cable is frayed, replace it.
Check Power Supply
- Ensure that the POS, printer, and other devices connected are turned on. If they are on a power strip, check and make sure the power strip is turned on and is working.
- Check the outlet with another device to make sure it has power.
Restart the Hardware
- Turn off the malfunctioning device and wait for 15 seconds to turn it on again. This can fix a lot of hardware-related errors.
Update Device Drivers
- Hardware devices, just like software, need drivers to work properly. The next step will be to see if your POS hardware has any driver updates pending.
Clean the Equipment
- POS terminals, card readers, and printers collect dust and dirt, which may cause the machine to stop working properly. Regularly clean these items using compressed air and soft cloths.
Replace Faulty Hardware
- If the hardware still does not work, it may need to be replaced.
- For assistance or to purchase replacement parts, you can contact your POS provider or check out the FAQs section.
Payment Processing Issues
The system refuses to take credit card payments or declines transactions.
Solution
Check the Payment Gateway Setting
- Ensure that the payment gateway is correctly configured within the POS system. Incorrect settings can prevent transactions from going through.
- Ensure the merchant account is still active and there are no problems with it.
Inspect the Card Reader
- Verify that the card reader is securely connected to the terminal. If it’s a wireless reader, make sure that it has been paired successfully with the POS.
- Clean the card reader’s slot to remove any dirt or debris that might be interfering with the card’s magnetic strip or chip.
Test with Different Cards
- Try processing a transaction with a different card to rule out issues with a specific payment method.
- If multiple cards are being declined, contact your payment processor to check for any service outages or issues on their end.
Restart the payment terminal.
- Turn off the terminal for a while and then turn it back on. This may reset the connection, clearing any of those temporary errors.
Update the Payment Processing Software
- Make sure your payment processing software is up to date. Older software can create compatibility problems with the latest card technologies or security protocols.
For almost 20 years, 3S POS has offered one of the most flexible EPOS systems to international brands such as Caffe Concerto, Chaiiwala, Heavenly Desserts, Pepe’s Piri Piri, GDK and thousands more delighted customers.
If you are looking for an Restaurant POS System that will not just help you accept payments but includes inventory management, multi-site management, loyalty programs, and much more, speak to our sales for a free demo.