Hardware Troubleshooting Guide
Solve common payment hardware issues quickly to minimize downtime.
Common Terminal Issues
Frequent problems include connectivity drops, declined test transactions, paper jams, unresponsive touchscreens, and battery drain. Some can be resolved by checking network status, power, paper, and approved software updates. Do not perform factory resets or change payment configurations without provider guidance.
Printer Problems
Faded or blank receipts often indicate low paper, a dirty print head (thermal) or exhausted ribbon (impact). Jams require careful removal of torn paper. Persistent issues may indicate the printer needs service or replacement.
When to Contact Support
If basic troubleshooting doesn't resolve the issue within a few minutes, contact ONKORE support. Provide your device model, a description of the problem, and any error messages. Having this information ready speeds up resolution.
Safe First Checks
Note the exact error and time, check power and network, verify whether other devices are affected, and follow approved restart procedures. Never bypass security warnings or ask customers to retry repeatedly without checking for duplicate authorizations.
Escalation Information
Share device model, error code, connection type, time of failure, and transaction reference when appropriate. Never send full card numbers, PINs, or other sensitive authentication data by email or chat.
Frequently Asked Questions
My terminal is frozen — what should I do?
Try a soft restart first (power cycle). If the device remains unresponsive, contact your payment provider or manufacturer before any factory reset, which can erase payment provisioning or require reactivation. If the problem persists, contact support — continued freezing may indicate a hardware fault.
Check hardware compatibility before you buy
Tell ONKORE which device and payment setup you use so our team can review available options.
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