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      Troubleshooting Poynt General Issues

      There are 3 operations we recommend you perform if you ever experience any of these issues; terminal freezes, network errors, random reboots, slow response, lagging, etc... The terminal should be powered on, charging on the dock and connected to a WiFi network before beginning these steps. If you have an Ethernet cable connected to the dock, we recommend using your WiFi network and unplugging the Ethernet cable from the dock.


      Troubleshooting Poynt General Issues

      #1 Terminal User Refresh

      Sign out of the Terminal User and Sign In under an Owner role:

      If you do not know your sign in password/passcode please contat Evosus Financial Services at efs@evosus.com or reset passcodes online
       

      Terminal User Refresh (P61SWD and P61SCD serial numbers only) - Sign out and back in as the Terminal User Owner/Manager role:

      1. Swipe down from the top of the Merchant screen to access the Scroll Menu Bar*

      2. Tap the rectangular User box in the upper right-hand corner to sign out

      3. Sign back in by clicking on the user

      4. Input the user passcode and then the blue arrow

      5. Once on the Home screen, double tap the time (center of the screen) to reset the cloud messaging connection


      Do not log out/in by using the terminal user icon displayed in the upper right corner of the home screen. This will not refresh the connections.

       

      #2 Network Refresh

      Forget WiFi network and reconnect (unplug the Ethernet cable from the dock prior to beginning):

      1. Swipe down from the top of the terminal screen

      2. On the grey Scroll Menu bar, select the WiFi icon

      3. Select the WiFi network connected to

      4. Forget the WiFi network

      5. Select your WPA or WPA2 network

      6. Select Show Password

      7. Type in the network password

      8. Select Connect once correct password is input

      9. When it shows Connected to the network, swipe back down from the top of the terminal

      10. Recommended network speed of 15mbps or higher to prevent potential time outs or a slow response

      11. Select the Home icon in the grey Scroll Menu bar

       

      #3 System Refresh

      Perform a Hard Reboot on the terminal:

      1. While the terminal is powered on and docked charging, hold the power button for 30 seconds

      2. Do NOT press any prompts on the screen while holding the power and continue holding it when the screens go black

      3. Release the power button after 30 seconds

      4. Wait 10 seconds

      5. Power back on the terminal