Skip to main content
Shift4 Server Status

What Can We Help You With?

Merchant Comprehensive Troubleshooting Guide for POS Systems and Peripherals

  • Updated

Description: This article will go through the troubleshooting process of the SkyTab POS Ecosystem devices when all previous troubleshooting steps have been completed and the equipment is still faulty.

Important: This article is for reference only to check what can be done to get the device working before calling SkyTab Support. When the support agent is troubleshooting the device, some of the troubleshooting steps might be repeated for record purposes.

Swap Replacement Request Shipping Inquiry

If the swap replacement request has been approved but the merchant never received the replacement device, we highly recommend contacting SkyTab Support for further assistance.

POS Terminal

How to Fix POS Terminal Damaged Screen?

If Elys L1400, Onyx, WavePOS, Touch Dynamic Acrobat, or Elite III POS Terminal has a damaged screen, we highly recommend contacting SkyTab Support for further assistance.

How to Fix POS Terminal Networking Issues?

Proceed to the SkyTab POS Network Troubleshooting Guide article for the POS Terminal network troubleshooting.

How to Fix Elys L1400 POS Terminal if the Onboard Reader is Not Working?

If Elys L1400 POS Terminal Onboard Reader is not working, we highly recommend calling SkyTab Support for further assistance.

How to Fix POS Terminal Flickering Screen?

For Elys L1400, Onyx, WavePOS, Touch Dynamic Acrobat, Elite III:

  1. If the POS Terminal screen is flickering, power purge the POS Terminal.
    • Power off the POS Terminal, unplug the power cable from the outlet, and hold the power button for ~30 seconds to perform a power purge.
  2. If the issue still persists after the power purge, record a video of the POS Terminal malfunction and contact SkyTab Support for further assistance.

How to Fix POS Terminal if a Touchscreen Is Not Responsive?

For Elys L1400, Onyx, WavePOS, Touch Dynamic Acrobat, and  Elite III:

  1. If the POS Terminal screen is flickering screen, power purge the POS Terminal.
    • Power off the POS Terminal, unplug the power cable from the outlet and hold the power button for ~30 seconds to perform a power purge.
  2. If the issue still persists after the power purge, record a video of the POS Terminal malfunction and contact SkyTab Support for further assistance.

How to Fix POS Terminal if USB Ports Are Faulty?

For Onyx, WavePOS, Touch Dynamic Acrobat, and Elite III: 

  1. If the POS Terminal USB ports are faulty, power purge the POS Terminal.
    • Power off the POS Terminal, unplug the power cable from the outlet and hold the power button for ~30 seconds to perform a power purge.
  2. If the issue still persists after the power purge, contact SkyTab Support for further assistance.

How to Fix Elite III POS Terminal Slow Performance?

  1. If the Elite III POS Terminal performs slowly, power purge the POS Terminal.
    • Power off the POS Terminal, unplug the power cable from the outlet and hold the power button for ~30 seconds to perform a power purge.
  2. If the issue still persists after the power purge, contact SkyTab Support for further assistance.

How to Fix POS Terminal Not Powering On?

For Elys L1400, Onyx, WavePOS, Touch Dynamic Acrobat, and Elite III: 

  1. If the POS Terminal is not powering on, power purge the POS Terminal:
    • Power off the POS Terminal unplug the power cable from the outlet and hold the power button for ~30 seconds to perform a power purge.
    • If the issue persists after performing a power purge and this is the only POS Terminal unit at the location, contact SkyTab Support for further assistance.
  2. If the POS Terminal is not powering on and more than one same-model POS Terminal is present at the location:
    • Try the power cable from the POS Terminal that is working. If the POS Terminal is still not powering on, contact SkyTab Support for possible POS Terminal replacement.
    • If the POS Terminal powers on with a different power cable, contact SkyTab Support for possible POS Terminal cable replacement.

How to Fix if the Elys L1400 POS Terminal Stand Is Loose and Moving When Touched?

If the Elys L1400 POS Terminal Stand moves when touched, proceed with the following steps:

  1. Record the video that should show the POS Terminal Stand malfunction.
  2. Contact SkyTab Support for further assistance.

How to Fix if the Elys L1400 POS Terminal Has a Dark Screen That Is Barely Visible?

If the Elys L1400 POS Terminal has a dark screen that is barely visible, proceed with the following steps:

  1. Navigate to the Manager > Settings > Hardware > Brightness and confirm that it is set as the highest brightness.
  2. If the issue persists after confirming brightness settings, power purge the POS Terminal.
    • Power off the POS Terminal unplug the power cable from the outlet and hold the power button for ~30 seconds to perform a power purge.
  3. If the issue persists after completing the troubleshooting steps, contact SkyTab Support for further assistance.

PIN Pad

How to Fix PIN Pad Damaged Screen?

If PAX Q25, PAX SP30, PAX S300, or PAX A35 PIN Pad has a damaged screen, we highly recommend contacting SkyTab Support for further assistance.

How to Fix PAX A35 PIN Pad “IP Address: Unavailable” Error When Networking Settings and Configuration Are Correct?

  1. Reboot PIN Pad.
  2. Check the device IP Address in the BroadPOS Lite Shift4 application.
  3. If the issue persists, reseat the Ethernet cable from both sides: TP-Link/Switch and PIN Pad’s red socket.
  4. If the issue persists after reseating the Ethernet cable, replace the Ethernet cable for the PIN Pad.
  5. If the issue persists after changing the Ethernet cable, contact SkyTab Support for further assistance.

How to Fix PAX Q25 PIN Pad “LAN Not Connected” Error?

Try connecting a new Ethernet cable to the PAX Q25 PIN Pad. If the issue persists after changing the Ethernet cable, proceed to the Resolve "Lan not Connected Error" on the Q25 PIN  article.

How to Fix PAX SP30, PAX S300 PIN Pad “Connection error” Error?

  1. Reboot PIN Pad.
  2. Reseat Ethernet cable from both sides: TP-Link Router/Desktop switch and PIN Pad. Ensure there are no loose cables.
    • If the issue persists after reseating the Ethernet cable, contact SkyTab Support for further assistance.

How to Fix PIN Pad Keypad Buttons?

If the PAX Q25, PAX SP30, PAX S300, and PAX A35 PIN Pad buttons are not working and the issue persists after the power cycle, contact SkyTab Support for further assistance.

How to Fix PIN Pad “PED Tampered” Error?

If the PAX Q25, PAX SP30, PAX S300, and PAX A35 PIN Pad have a “PED Tampered” error on the device screen, contact SkyTab Support for further assistance.

How to Fix PIN Pad Not Powering On?

  1. For PAX Q25, PAX SP30, PAX S300, and PAX A35: unplug the PIN Pad power cable and plug it back in from both sides: PIN Pad and power outlet/hub. Ensure there are no loose cables.
  2. If the issue persists after the power cycle, try a different power outlet/different hub port that is confirmed to be working.
  • If the issue persists after troubleshooting steps have been completed and only one PIN Pad is in the location, contact SkyTab Support for further assistance.
  • If the issue persists after troubleshooting steps have been completed and the same model PIN Pad is present in the location, try connecting the power cable from the PIN Pad that is working. If the PIN Pad is not powering on, contact SkyTab Support for possible PIN Pad replacement. If the PIN Pad powers on, contact SkyTab Support for possible PIN Pad power cable replacement.

How to Fix PIN Pad Not Accepting Chip Inserts?

If the PAX Q25, PAX SP30, PAX S300, or PAX A35 PIN Pad are having issues when trying to process the payment by inserting the chip, proceed with the following steps:

  1. Confirm if there’s debris blocking the card slot; if possible, try to remove it using compressed air.
  2. If the issue persists, try a different credit card that is confirmed to be working.
  3. If the issue persists after troubleshooting steps have been completed, contact SkyTab Support for further troubleshooting steps.

How to Fix PIN Pad Not Accepting Swipe?

If the PAX Q25, PAX SP30, PAX S300, or PAX A35 PIN Pad is having issues when trying to process the payment by swipe, proceed with the following steps:

  1. Power cycle the PIN Pad.
  2. If the issue persists, confirm if there’s debris blocking the card slot, if possible try to remove it using compressed air or by swiping a dollar bill through the swiper.
  3. If the issue persists, try a different credit card that is confirmed to be working.
  4. If the issue persists and all the troubleshooting steps have been completed, contact SkyTab Support for further assistance.

How to Fix PIN Pad Not Accepting Tap?

If the PAX Q25, PAX SP30, PAX S300, or PAX A35 PIN Pad is having issues when trying to process the payment by tap, proceed with the following steps:

  1. Power cycle the PIN Pad.
  2. If the issue persists, try a different credit card that is confirmed to be working.
  3. If the issue persists and all the troubleshooting steps have been completed, contact SkyTab Support for further assistance.

SkyTab Mobile / SkyTab Solo

How to Fix SkyTab Mobile or SkyTab Solo Damaged Screen?

If SkyTab Mobile or SkyTab Solo (A800 or A930) got damaged physically, we highly recommend contacting SkyTab Support for further assistance.

How to Fix SkyTab Mobile or SkyTab Solo Networking Issues?

Proceed to the SkyTab POS Network Troubleshooting Guide article for the SkyTab Mobile or SkyTab Solo (PAX A800 or PAX A930) network troubleshooting.

How to Fix SkyTab Mobile or SkyTab Solo  “PED Tampered” Error?

If the SkyTab Mobile or SkyTab Solo (A800 or A930) has a “PED Tampered” error on the device screen, contact SkyTab Support for further assistance.

How to Fix SkyTab Mobile or SkyTab Solo “Battery Warning” Error?

If the SkyTab Mobile or SkyTab Solo (A800 or A930) has a “Battery Warning” error on the device screen, proceed to the Resolve SkyTab Mobile Battery Warning Error article.

  • If the issue persists after the troubleshooting steps have been completed, contact SkyTab Support for further assistance.

How to Fix SkyTab Mobile or SkyTab Solo Flickering/Glitching Screen?

If the SkyTab Mobile or SkyTab Solo (A800 or A930) has a flickering/glitching screen and reseating the battery did not resolve the issue, record a video of SkyTab Mobile or SkyTab Solo device malfunction and contact SkyTab Support for further assistance.

How to Fix SkyTab Mobile or SkyTab Solo Not Accepting Chip Insert?

If the SkyTab Mobile or SkyTab Solo (A800 or A930) is having issues when trying to process the payment by inserting the chip, proceed with the following steps:

  1. Confirm if there’s debris blocking the card slot; if possible, try to remove it using compressed air.
  2. If the issue persists, try a different credit card that is confirmed to be working.
  3. If the issue persists after trying a different credit card, reseat the SkyTab Mobile battery.
  4. If the issue persists after completing the troubleshooting steps, contact SkyTab Support for further assistance.

How to Fix SkyTab Mobile or SkyTab Solo Not Charging or Powering On?

  • If only one SkyTab Mobile or SkyTab Solo (A800 or A930) device is present in the location, try a different type-c charging cable that works. If the device is still not charging, contact SkyTab Support for possible SkyTab Mobile or SkyTab Solo device replacement. If the device starts charging, contact SkyTab Support for a possible SkyTab Mobile or SkyTab Solo power cable replacement.
  • If more than one SkyTab Mobile / SkyTab Solo (A800 or A930) or SkyTab Glass (PAX M8) device is present in the location, try connecting the charger from the one that works. If the device is still not charging, contact SkyTab Support for a possible SkyTab Mobile or SkyTab Solo replacement. If the device starts charging, contact SkyTab Support for a possible SkyTab Mobile or SkyTab Solo power cable replacement.

How to Fix SkyTab Mobile or SkyTab Solo “Remove the Card” Issue?

If the SkyTab Mobile or SkyTab Solo (A800 or A930) are having issues when trying to process the payment SkyTab Mobile or SkyTab Solo instantly goes to the “Remove the Card” screen, proceed with the following steps:

  1. Confirm if there’s debris blocking the card slot; if possible, try to remove it using compressed air.
  2. If the issue persists, reseat the SkyTab Mobile device battery.
  3. If the issue persists, contact SkyTab Support for further assistance.

How to Fix SkyTab Mobile or SkyTab Solo Printing Blank?

If the SkyTab Mobile or SkyTab Solo (A800 or A930) device is printing blank prints, proceed with the following steps:

  1. Reboot the SkyTab Mobile or SkyTab Solo device.
  2. If the issue persists, try reseating the receipt paper roll.
  3. If the issue persists, reseat the SkyTab Mobile device battery.
  4. If the issue persists after all the troubleshooting steps are completed, contact SkyTab Support for further assistance.

How to Fix SkyTab Mobile or SkyTab Solo Unresponsive Screen?

If the SkyTab Mobile or SkyTab Solo (A800 or A930) device screen is unresponsive, proceed with the following steps:

  1. Reseat SkyTab Mobile or SkyTab Solo device battery.
  2. If the issue persists after reseating the battery, contact SkyTab Support for further assistance.

How to Fix SkyTab Mobile or SkyTab Solo Stuck on the PAX Logo Screen?

If the SkyTab Mobile or SkyTab Solo (A800 or A930) device screen is stuck on the PAX logo screen, proceed with the following steps:

  1. Reseat SkyTab Mobile or SkyTab Solo device battery.
  2. If the issue persists after reseating the battery, contact SkyTab Support for further assistance.

How to Fix SkyTab Mobile or SkyTab Solo Battery Life Issues?

If the SkyTab Mobile or SkyTab Solo (A800 or A930) device has ongoing battery life issues, contact SkyTab Support for further assistance.

How to Fix SkyTab Mobile or SkyTab Solo Faint Prints?

  1. If SkyTab Mobile or SkyTab Solo (A800 or A930) is printing faint prints, restart SkyTab Mobile.
  2. If the issue persists after restarting SkyTab Mobile, reseat the SkyTab Mobile paper roll.
  3. If the issue persists after reseating the paper roll, reseat the SkyTab Mobile battery.
  4. If the issue persists and troubleshooting steps have been completed, contact SkyTab Support for further assistance.

How to Fix SkyTab Mobile or SkyTab Solo Not Accepting Tap?

If the SkyTab Mobile or SkyTab Solo (A800 or A930) device is having issues when trying to process the payment by tap, proceed with the following steps:

  1. Try a different credit card that is confirmed to be working.
  2. If the issue persists after trying a different credit card, reseat the SkyTab Mobile or SkyTab Solo battery.
  3. If the issue persists after completing the troubleshooting steps, contact SkyTab Support for further assistance.

How to Fix SkyTab Mobile or SkyTab Solo Not Accepting Swipe?

If the SkyTab Mobile or SkyTab Solo (A800 or A930) device is having issues when trying to process the payment by swipe, proceed with the following steps:

  1. Confirm if there’s debris blocking the card slot; if possible, try to remove it using compressed air or by swiping a dollar bill through the swiper.
  2. If the issue persists, try a different credit card that is confirmed to be working.
  3. If the issue persists after trying a different credit card, reseat the SkyTab Mobile or SkyTab Solo battery.
  4. If the issue persists after troubleshooting steps have been completed, contact SkyTab Support for further assistance.

What If I Lost the SkyTab Mobile or SkyTab Solo Power Cable?

If the SkyTab Mobile or SkyTab Solo (A800 or A930) device power cable gets lost, contact SkyTab Support for further assistance. 

  • If there is an additional SkyTab Mobile, SkyTab Solo, or SkyTab Glass (PAX M8) in the location, use a power cable from another SkyTab Mobile, Solo, or SkyTab Glass device until the swap replacement arrives.
  • If it is the only SkyTab Mobile or SkyTab Solo device in the location, buy a type-c power cable in a local electronics or hardware store until the swap replacement arrives.

SkyTab Glass

How to Fix SkyTab Glass Damaged Screen?

If the SkyTab Glass (PAX M8) got damaged physically, we highly recommend contacting SkyTab Support for further assistance.

How to Fix SkyTab Glass Networking Issues?

Proceed to the SkyTab POS Network Troubleshooting Guide article for the SkyTab Glass (PAX M8) network troubleshooting.

How to Fix SkyTab Glass “Tampered” Error?

If the SkyTab Glass (PAX M8) has a “Tampered” error on the device screen, contact SkyTab Support for further assistance.

How to Fix SkyTab Glass Onboard Reader (OB) Not Working?

  1. Proceed to the Resolve Repeated R15 Disconnected/Connected Issues on SkyTab Glass article.
  2. If the issue persists after reseating the SkyTab Glass case, contact SkyTab Support for further assistance.

How to Fix SkyTab Glass Battery Life Issues?

If the SkyTab Glass (PAX M8) has ongoing battery life issues, contact SkyTab Support for further assistance.

How to Fix SkyTab Glass Not Charging or Powering On?

  • If there is only one SkyTab Glass (PAX M8) device in the location, try a different type-c charging cable that works. If the device starts charging, contact SkyTab Support for possible SkyTab Glass power cable replacement. If the device is still not charging, contact SkyTab Support for possible SkyTab Glass replacement.
  • If more than one SkyTab Glass device is present in the location, try connecting the charger from the one that is working. If the device starts charging, contact SkyTab Support for possible SkyTab Glass power cable replacement. If the device is still not charging, contact SkyTab Support for possible SkyTab Glass replacement.

How to Fix SkyTab Glass's Unresponsive Screen?

If the SkyTab Glass (PAX M8) is having issues screen being unresponsive, proceed with the following steps:

  1. Reboot the SkyTab Glass device.
  2. If the issue persists after the power purge, contact SkyTab Support for further assistance.

How to Fix SkyTab Glass Not Accepting Chip Insert?

If SkyTab Glass (PAX M8) is having issues when trying to process the transaction by inserting the chip, proceed with the following steps:

  1. Ensure the card is correctly inserted as shown in the Resolve a 1- Chip Malfunction Error on SkyTab Glass article.
  2. If the issue persists, confirm if there’s debris blocking the card slot; if possible, try to remove it using compressed air.
  3. If the issue persists, try a different credit card that is confirmed to be working.
  4. If the issue persists after troubleshooting steps have been completed, contact SkyTab Support for further assistance.

How to Fix SkyTab Glass Not Accepting Swipe?

If SkyTab Glass (PAX M8) is having issues when trying to process the transaction by swiping the card, proceed with the following steps:

  1. Ensure the card is correctly swiped as shown in the Resolve a 1- Chip Malfunction Error on SkyTab Glass article.
  2. If the issue persists, confirm if there’s debris blocking the card slot; if possible, try to remove it using compressed air or by swiping a dollar bill through the swiper.
  3. If the issue persists, ask the merchant to try a different credit card that is confirmed to be working.
  4. If the issue persists and all the troubleshooting steps have been completed, contact SkyTab Support for further assistance.

How to Fix SkyTab Glass Not Accepting Tap?

If the SkyTab Glass (PAX M8) is having issues when trying to process the transaction by tap, proceed with the following steps:

  1. Try a different credit card that is confirmed to be working.
  2. If the issue persists and all the troubleshooting steps have been completed, contact SkyTab Support for further assistance.

How to Fix SkyTab Glass Being Stuck on the “Please Wait - Initializing Card Reader” Screen?

  1. Confirm the SkyTab Glass (PAX M8) device is seated properly in the case by following the Resolve Repeated R15 Disconnected/Connected Issues on SkyTab Glass article.
  2. If the issue persists, contact SkyTab Support for further assistance.

What If the SkyTab Glass Power Cable Gets Lost?

If the SkyTab Glass (PAX M8) charger gets lost, contact SkyTab Support for further assistance. 

  • If the additional SkyTab Glass or SkyTab Mobile is present in the location, use a power cable from another SkyTab Glass or SkyTab Mobile device until the cable swap replacement arrives.
  • If the location has only one SkyTab Glass device, buy the type-c power cable in a local electronics or hardware store until the cable swap replacement arrives.

SkyTab CFD

How to Fix SkyTab CFD Damaged Screen?

If the SkyTab CFD (PAX A3700) got damaged physically, we highly recommend contacting SkyTab Support for further assistance.

How to Fix SkyTab CFD Networking Issues?

Proceed to the Install and Enable the Customer-Facing Display article for SkyTab CFD (PAX A3700) network troubleshooting.

  • In the Network & Internet settings, make sure the Wi-Fi toggle is OFF.

How to Fix SkyTab CFD Not Powering On?

If SkyTab CFD (PAX A3700) is not powering on and the issue persists after reseating the power cable and only one Customer Facing Display device is present in the location, contact SkyTab Support for further assistance.

  • If more than one Customer Facing Display device is present in the location, try a different power cable that is working. If the device powers on, contact SkyTab Support for possible Customer Facing Display cable replacement. If the device remains offline, contact SkyTab Support for possible Customer Facing Display replacement.

How to Fix SkyTab CFD Not Accepting Tap?

If the SkyTab CFD (PAX A3700) is having issues when trying to process the transaction by tap, proceed with the following steps:

  1. Try a different credit card that is confirmed to be working.
  2. If the issue persists, contact SkyTab Support for further assistance.

How to Fix SkyTab CFD Not Accepting Chip Insert?

If SkyTab CFD (PAX A3700) is having issues when trying to process the transaction by inserting the chip, proceed with the following steps:

  1. Confirm if there’s debris blocking the card slot; if possible, try to remove it using compressed air.
  2. If the issue persists, try a different credit card that is confirmed to be working.
  3. If the issue persists after troubleshooting steps have been completed, contact SkyTab Support for further assistance.

How to Fix SkyTab CFD Not Accepting Swipe?

If the SkyTab CFD (PAX A3700) is having issues when trying to process the transaction by swipe, proceed with the following steps:

  1. Confirm if there’s debris blocking the card slot; if possible try to remove it using compressed air or by swiping a dollar bill through the swiper.
  2. If the issue persists, try a different credit card that is confirmed to be working.
  3. If the issue persists, contact SkyTab Support for further assistance.

SkyTab KDS

How to Fix SkyTab KDS Damaged Screen?

If the SkyTab KDS got damaged physically, we highly recommend contacting SkyTab Support for further assistance.

How to Fix SkyTab KDS “Configuration Not Loaded. Send Config from POS” Error?

For SkyTab KDS “Configuration not loaded. Send Config from POS” Error, proceed to the Resolve "Configuration not loaded. Send Config from POS" Error on SkyTab KDS article.

How to Fix SkyTab KDS “Check Your Device’s Network Connection” Error When Networking Settings and Configuration Are Correct?

  • If SkyTab KDS is connected directly to the TP-Link router, try changing the Ethernet cable. If SkyTab KDS comes back online, the issue was cabling and no equipment needs to be swapped.
  • If the SkyTab KDS is still offline after changing the cable, try a different LAN port on the TP-Link router. If SkyTab KDS comes back online, contact SkyTab Support for further assistance.

How to Fix SkyTab KDS Not Powering On?

If SkyTab KDS is not powering on, proceed with the following steps:

  1. Reseat SkyTab KDS power cable from both sides: SkyTab KDS/power outlet. Ensure there are no loose cables anywhere.
  2. If the issue persists after reseating the power cable, try connecting SkyTab KDS to a different power outlet that is confirmed to be working.
  • If the issue persists after the reseating power cable and trying a different power outlet and only one SkyTab KDS device is present in the location, contact SkyTab Support for further assistance.
  • If more than one SkyTab KDS is present in the location, try connecting the power cable from the one that works. If the device is still not powered on, contact SkyTab Support for possible SkyTab KDS replacement. If the device powers on, contact SkyTab Support for possible SkyTab KDS power cable replacement.

How to Fix SkyTab KDS Freezing?

If SkyTab KDS is having issues with device freezing, proceed with the following steps:

  1. Power purge SkyTab KDS device.
    • Power off the SkyTab KDS, unplug the power cable from the outlet and hold the power button for ~30 seconds to perform a power purge.
  2. If the issue persists after a power purge, contact SkyTab Support for further assistance.

How to Fix SkyTab KDS “Ora Update Failed” Error?

  1. Restart SkyTab KDS device.
  2. If the issue persists after restarting SkyTab KDS, contact SkyTab Support for further assistance.

How to Fix SkyTab KDS Losing Sound?

  1. Navigate to the SkyTab KDS application bottom left corner and click on the Sound button to confirm the volume is set at the maximum.
  2. If the issue persists after confirming SkyTab KDS volume is set at the maximum, navigate to the Android Settings > Sound to confirm the sound is set at maximum.
  3. If the issue persists after troubleshooting has been completed, contact SkyTab Support for further assistance.

How to Fix SkyTab KDS Not Printing Tickets?

If SkyTab KDS is having issues with orders not coming on the KDS screen, proceed with the following steps:

  1. Navigate to the Manager > Settings > Hardware > Printers/KDS and send a test print.
  2. If the test print fails, resend the KDS config by visiting the Resend KDS Config from SkyTab POS article
  3. If the issue persists after sending the KDS config, restart the SkyTab KDS device.
  4. If the issue persists after the power cycle, reseat the Ethernet cable from both sides: SkyTab KDS and TP-Link router/switch. Ensure there are no loose cables anywhere and send a test print again.
  5. If the test print fails, confirm the Date & Time settings configuration is correct in Android Settings.
  6. If the Date & Time settings are correct, try a new Ethernet cable to confirm if the Ethernet cable, TP-Link/Switch port, or SkyTab KDS Ethernet port is faulty.
    • If SkyTab KDS starts printing tickets, the issue was cabling and no equipment needs to be swapped.
    • If SkyTab KDS fails to print a test ticket, try using a different port on the TP-Link router/Switch.
    • If SkyTab KDS starts printing after trying a different port on the TP-Link/switch, contact SkyTab Support for possible TP-Link/Switch replacement.
    • If SkyTab KDS fails to print the test ticket after trying a different port on the TP-Link/switch, contact SkyTab Support for possible SkyTab KDS replacement due to a damaged Ethernet port.

SkyTab KVS

How to Fix SkyTab KVS Damaged Screen?

If the SkyTab KVS got damaged physically, we highly recommend contacting SkyTab Support for further assistance.

How to Fix SkyTab KVS “No Video Signal Input” Error?

For the SkyTab KVS “No Video Signal Input” error, proceed to the Resolve "No Video Signal Input" Error on Kitchen Video System article.

  • If all the troubleshooting steps have been completed and the issue persists - contact SkyTab Support for further assistance.

How to Fix SkyTab KVS Not Powering On?

If SkyTab KVS is not powering on and the issue persists after the power cycle and the location has only one SkyTab KVS, contact SkyTab Support for further assistance.

  • If the location has more than one SkyTab KVS, try connecting the power cable from the one that works. If the device is still not powering on, contact SkyTab Support for possible SkyTab KVS replacement. If the device powers on, contact SkyTab Support for possible SkyTab KVS power cable replacement.

How to Fix SkyTab KVS Bump Bar Not Working?

If the SkyTab KVS bump bar is not working, the issue persists after reseating the USB cable.

  • Reseat (unplug and plug it back in) the USB cable from both sides: bump bar and controller. If the issue persists after reseating the cable, contact SkyTab Support for further assistance.

Remote/Kitchen Printers

How to Fix a Damaged Remote/Kitchen Printer?

If the Epson Dot Matrix U220, Epson TM-M30, or SNBC Remote/Kitchen Printer is physically damaged, we highly recommend contacting SkyTab Support for further assistance.

How to Fix Remote/Kitchen Printer Networking Issues?

Proceed to the SkyTab POS Network Troubleshooting Guide article for the Remote/Kitchen Printer (Epson Dot Matrix U220, Epson TM-M30, SNBC Printers) network troubleshooting.

How to Fix Remote/Kitchen Printer Error Light?

  1. If the Remote/Kitchen Printer (Epson Dot Matrix U220, Epson TM-M30, SNBC Printers) has an error light when powered on, reseat the paper roll in the printer. 
  2. If the issue persists after reseating the paper, try a different paper roll.
  3. If the issue persists after changing the paper roll, power purge the Remote/Kitchen Printer. 
    • Power off the Remote/Kitchen Printer, unplug the power cable from the outlet and hold the power button for ~30 seconds to perform a power purge.
  4. If the issue persists after the power purge, contact SkyTab Support for further assistance.

How to Fix Remote/Kitchen Printer That Is Not Feeding?

  1. Reseat Remote/Kitchen Printer (Epson Dot Matrix U220, Epson TM-M30, SNBC Printers) paper roll.
  2. If the issue persists after reseating the paper roll, power purge the Remote/Kitchen Printer.
    • Power off the Remote/Kitchen Printer, unplug the power cable from the outlet and hold the power button for ~30 seconds to perform a power purge.
  3. If the issue persists after reseating the paper roll and power purging the Remote Printer, contact SkyTab Support for further assistance. 

How to Fix Remote/Kitchen Printer Tickets Not Cutting?

  1. If the Remote/Kitchen Printer (Epson Dot Matrix U220, Epson TM-M30, SNBC Printers)  does not cut the tickets, confirm the cutter is enabled in Manager > Hardware > Printers/KDS > Edit Printer settings.
  2. If the cutter is enabled and the Remote Printer fails to cut tickets, restart the SkyTab POS Terminal.
  3. If the issue persists after confirming the cutter is enabled and restarting the SkyTab POS Terminal, power cycle the Remote/Kitchen Printer.
  4. If the issue persists after troubleshooting has been completed, contact SkyTab Support for further troubleshooting steps.

What Steps Can I Take to Fix Remote/Kitchen Printer Printing Only Red Color?

If the Remote/Kitchen (Epson Dot Matrix U220, SNBC BTP-M300E) Printer is having issues with printing only in red color, proceed with the following steps:

  1. Open the Remote/Kitchen Printer and press the metal plating as shown in this video.
  2. If the issue persists after pressing the metal plating,  try a new ribbon.
  3. If the issue persists after changing the ribbon, try a different paper roll.
  4. If the issue persists after changing the ribbon and the paper roll, power purge the Remote/Kitchen Printer. 
    • Power off the Remote Printer, unplug the power cable from the outlet and hold the power button for ~30 seconds to perform a power purge.
  5. If the issue persists after all the troubleshooting steps have been completed, contact SkyTab Support for further assistance.

How to Fix Remote/Kitchen Printer Jamming?

For Epson TM-M30:

  1. If the Remote Printer is jamming, try a different paper roll.
  2. If the issue persists after changing the paper roll, power purge the Remote/Kitchen Printer. 
    • Power off the Remote/Kitchen Printer, unplug the power cable from the outlet and hold the power button for ~30 seconds to perform a power purge.
  3. If the issue persists after all the troubleshooting steps have been completed, contact SkyTab Support for further assistance.

For Dot Matrix U220B, SNBC BTP-M300E Printers:

  1. If the Remote/Kitchen Printer is jamming, try a different paper roll.
  2. If the issue persists after changing the paper,  try a new ribbon.
  3. If the issue persists after changing the ribbon and the paper roll, power purge the Remote/Kitchen Printer. 
    • Power off the Remote/Kitchen Printer, unplug the power cable from the outlet and hold the power button for ~30 seconds to perform a power purge.
  4. If the issue persists after all the troubleshooting steps have been completed, contact SkyTab Support for further assistance.

How To Fix Remote/Kitchen Printer Half Prints?

For Epson TM-M30:

  1. Reseat Remote/Kitchen Printer paper roll.
  2. If the issue persists after reseating the paper roll, power purge the Remote/Kitchen Printer.
    • Power off the Remote/Kitchen Printer, unplug the power cable from the outlet and hold the power button for ~30 seconds to perform a power purge.
  3. If the issue persists after reseating the paper roll and power purging the Remote/Kitchen Printer, contact SkyTab Support for further assistance. 

For Epson Dot Matrix U220, SNBC BTP-M300E:

  1. Reseat Remote/Kitchen Printer paper roll.
  2. If the issue persists after reseating the paper roll,  try a new ribbon.
  3. If the issue persists after changing the ribbon, power purge the Remote/Kitchen Printer.
    • Power off the Remote/Kitchen Printer, unplug the power cable from the outlet and hold the power button for ~30 seconds to perform a power purge.
  4. If the issue persists after reseating the paper, changing the ribbon, and power purging the Remote/Kitchen Printer, contact SkyTab Support for further assistance. 

Receipt Printers 

How to Fix a Damaged Receipt Printer?

If the Epson TM-M30, Partner Tech RP-630, SNBC Printers, or RPD-10 Receipt Printer is physically damaged, we highly recommend contacting SkyTab Support for further assistance.

How to Fix Receipt Printer That Is Powered on But Not Printing?

For Onyx, WavePOS, Touch Dynamic Acrobat, and Elite III: 

If the receipt printer (Epson TM-M30, Partner Tech RP-630, SNBC Printers, RPD-10) is powered on but not printing, proceed with the following steps:

  1. Navigate to Manager > Settings > Hardware > Printers/KDS and send a receipt printer test print.
  2. If the test print fails, reseat the receipt printer USB cable from both sides: receipt printer and POS Terminal. Ensure there are no loose cables, and send a test print one more time.
  3. If the test print fails after reseating the USB cable, try different USB ports on the POS Terminal. 
    • If the receipt printer starts printing, contact SkyTab Support for a possible POS Terminal replacement due to damaged/broken USB ports. 
  4. If the issue persists after trying different USB ports, try connecting a mouse or a keyboard to the POS Terminal to determine if the USB ports on the POS are faulty.
  5. If the mouse or keyboard works when connected to POS, contact SkyTab Support for possible receipt printer replacement.
  • If the test print fails and only one POS Terminal is present in the location and the merchant is unable to connect the mouse or keyboard to the POS, contact SkyTab Support for possible Receipt Printer or POS Terminal replacement since there is no way to determine which device is damaged/broken.
  • If more than one same-model printer (Epson TM-M30, Partner Tech RP-630, SNBC Printers, RPD-10) is present in the location, try connecting the printer to the POS Terminal with a working receipt printer. If the printer starts printing, contact SkyTab Support for possible POS Terminal replacement. If the printer is not printing, contact SkyTab Support for possible receipt printer replacement.

For Elys L1400:

If the receipt printer (Epson TM-M30, Partner Tech RP-630, SNBC Printers) is powered on, but not printing, proceed with the following steps:

  1. Navigate to Manager > Settings > Hardware > Printers/KDS and send a receipt printer test print.
  2. If the test print fails, reseat the receipt printer USB cable from both sides: receipt printer and POS Terminal hub. Ensure there are no loose cables and send a test print one more time.
  3. If the test print fails after reseating the USB cable, try different USB ports on the POS Hub USB port.
    • If the receipt printer starts printing, contact SkyTab Support for a possible POS Terminal hub replacement due to damaged/broken USB ports. 
  4. If the receipt printer test print fails after trying different USB ports, try connecting the mouse or keyboard to the POS Terminal hub to determine if the POS Hub or receipt printer USB cable is faulty.
  5. If the mouse or keyboard works when connected to POS, contact SkyTab Support for possible receipt printer replacement.
    • If the test print fails and only one POS Terminal is present in the location and the merchant is unable to connect the mouse or keyboard to the POS hub, contact SkyTab Support for possible Receipt Printer or POS Terminal hub replacement since there is no way to determine which device is damaged/broken.
    • If more than one same-model POS Terminal is present in the location, connect the printer to the POS Terminal hub with a working receipt printer (Epson TM-M30, Partner Tech RP-630, SNBC Printers). If the printer starts printing, contact SkyTab Support for possible POS hub replacement. If the printer is not printing, contact SkyTab Support for possible receipt printer replacement.

How to Fix Receipt Printer That Is Not Feeding?

  1. If the Receipt Printer (Epson TM-M30, Partner Tech RP-630, SNBC Printers, RPD-10) is not feeding, reseat the Receipt Printer paper roll.
  2. If the issue persists after reseating the paper roll, power purge the Receipt Printer.
    • Power off the Receipt Printer, unplug the power cable from the outlet and hold the power button for ~30 seconds to perform a power purge.
  3. If the issue persists after reseating the paper roll and power purging the Receipt Printer, contact SkyTab Support for further assistance. 

How to Fix Receipt Printer Receipts Not Cutting?

  1. If the Receipt Printer (Epson TM-M30, Partner Tech RP-630, SNBC Printers, RPD-10) does not cut the receipts, confirm the cutter is enabled in Hardware > Printers/KDS settings.
  2. If the issue persists after confirming the cutter is enabled and restarting the SkyTab POS Terminal, power cycle the Receipt Printer.
  3. If the cutter is enabled and the receipt printer fails to cut receipts, restart SkyTab POS.
  4. If the issue persists after troubleshooting has been completed, contact SkyTab Support for further troubleshooting steps.

How to Fix Receipt SNBC Printer Prints Alignment?

  1. If the SNBC Receipt Printer has ongoing issues with print alignment, visit the Set Margins for Receipt Printers on SkyTab POS article.
  2. If the issue persists, restart the SkyTab POS Terminal.
  3. If the issue persists after margins are set and restarting the SkyTab POS Terminal, contact SkyTab Support for further assistance.

How to Fix Receipt Printer Error Light? 

  1. If the Receipt Printer (Epson TM-M30, Partner Tech RP-630, SNBC Printers, RPD-10) has an error light when powered on, reseat the paper roll in the printer. 
  2. If the issue persists after reseating the paper, try a different paper roll.
  3. If the issue persists after changing the paper roll, power purge the Receipt Printer. 
    • Power off the Receipt Printer, unplug the power cable from the outlet and hold the power button for ~30 seconds to perform a power purge.
  4. If the issue persists after the power purge, contact SkyTab Support for further assistance.

How to Fix Receipt Printer Jamming?

  1. If the Receipt Printer (Epson TM-M30, Partner Tech RP-630, SNBC Printers, RPD-10) jamming - try a different paper roll.
  2. If the issue persists after changing the paper roll - power purge the Receipt Printer. 
    • Power off the Receipt Printer, unplug the power cable from the outlet and hold the power button for ~30 seconds to perform a power purge.
  3. If the issue persists after all the troubleshooting steps have been completed, contact SkyTab Support.

How to Fix Receipt Printer Half Prints?

  1. If the Receipt Printer (Epson TM-M30, Partner Tech RP-630, SNBC Printers, RPD-10) is printing half prints, reseat the Receipt Printer paper roll.
  2. If the issue persists after reseating the paper roll, reseat the Receipt Printer USB cable from both sides: receipt printer and POS or hub, and ensure there are no loose cables.
  3. If the issue persists after reseating the USB cable, power purge the Receipt Printer.
    • Power off the Receipt Printer, unplug the power cable from the outlet and hold the power button for ~30 seconds to perform a power purge.
  4. If the issue persists after reseating the paper roll and power purging the Receipt Printer, contact SkyTab Support for further assistance. 

TP-Link Router

How to Fix a Damaged TP-Link Router?

If the TP-Link Router got damaged physically, we highly recommend contacting SkyTab Support for further assistance.

How to Fix TP-Link Router Networking Issues?

Proceed to the SkyTab POS Network Troubleshooting Guide article and confirm the Local Area Network is set correctly.

How to Fix TP-Link Router Not Powering On?

The TP-Link router (TP-Link Router (TL-R470T) or TP-Link Router Omada ER605 (TL-R605)) is not working, all POS Terminals are offline, and the issue persists after rebooting the TP-Link and ISP modem.

  • Try changing the cable connected from the ISP to the TP-Link router. If Terminals comes back online, the issue was the cabling and no equipment needs to be swapped. If the Terminal is still offline after changing the cable, contact your ISP provider to report a damaged/broken modem.
  • If the issue persists after changing the cable, connect it directly from the ISP modem to the POS Terminal or laptop, bypassing the TP-Link to see if it gives the connection. If the POS Terminal is still offline, contact your ISP provider to report a damaged/broken modem. If the POS Terminal comes back online, contact SkyTab Support for further assistance.

How to Fix TP-Link Router Archer C7 or TP-Link Omada Access Point Not Powering On?

  1. Reseat TP-Link Omada Access Point (AP) or TP-Link Router (Archer C7) power cable from both sides: Archer C7 or Access Point/power outlet.
  2. If the issue persists, try connecting Archer C7 or Access Point to a different power outlet that is confirmed to be working.
  3. If the issue persists, contact SkyTab Support for further assistance.

How to Fix Access Point Has Not Been Pre-Configured for Use with Shift4 Network?

If the TP-Link Omada Access Point (AP) has not been pre-configured for use with the Shift4 network and displays “TP-Link 2.4” and “TP-Link 5Ghz” as the wireless SSIDs, contact SkyTab Support for further troubleshooting steps.

Desktop Switch

How to Fix a Damaged Desktop Switch?

If the Desktop Switch got damaged physically, we highly recommend contacting SkyTab Support for further assistance.

How to Fix Desktop Switch Networking Issues?

Proceed to the SkyTab POS Network Troubleshooting Guide article and confirm the Local Area Network is set correctly.

How to Fix a SkyTab POS Ecosystem Device That Is Not Working and Is Connected to the LAN via a Switch?

  1. Reboot the ISP modem, and TP-Link router and reseat the switch.
  2. If the issue persists, reseat Ethernet cables from both sides: TP-Link/switch and switch/device.
  3. If the issue persists, try connecting the Ethernet cable to a different switch port. If the device starts working, contact SkyTab Support for a possible Desktop switch replacement.
  4. If the issue persists after reseating the Ethernet cable and changing the switch port, try connecting the device or laptop directly to the TP-Link router to indicate if the issue is the Ethernet cable. If the device remains offline, change the Ethernet cable from the TP-Link/switch side.
  5. If the issue persists after changing the Ethernet cable from the TP-Link/switch side, try changing the Ethernet cable from the switch/device. If the device starts working, the issue was cabling and no equipment needs to be replaced. If the device remains offline, contact SkyTab Support for possible Desktop switch replacement due to damaged/broken ports.
  6. If the issue persists after the swapped switch is installed, contact SkyTab Support for device replacement due to a damaged/broken Ethernet port.

Cash Drawer

How to Fix Cash Drawer Not Opening?

If the Cash Drawer not opening, proceed with the following steps:

  1. Confirm Use Cash Drawer toggle is enabled in Manager > Settings > Hardware.
  2. If Use Cash Drawer is enabled, navigate to Manager > Settings > Hardware > Printers/KDS and send a test print to the Receipt Printer that is connected to the Cash Drawer.
  3. If the test print fails, troubleshoot the Receipt Printer.
  4. If the test print is completed, reseat the Cash Drawer cable.
  5. If the issue persists after reseating the Cash Drawer cable and only one POS Terminal is present in the location, contact SkyTab Support for possible Cash Drawer or Receipt Printer replacement since there’s no way to determine which device is damaged. In the meantime, use the Cash Drawer key to open it until the replacement arrives.
  6. If the issue persists after reseating the Cash Drawer cable and more than one POS Terminal is in the location, connect the Receipt Printer to the POS Terminal that has a working Cash Drawer and press the Cash Drawer > No Sale buttons on the Order screen.
    • If the Cash Drawer opens, contact SkyTab Support for a possible Cash Drawer replacement due to a damaged cash drawer cable. In the meantime, use the Cash Drawer key to open it until the replacement arrives.
    • If the Cash Drawer is still not opening, contact SkyTab Support for a possible Receipt Printer replacement due to a damaged cash drawer port.

How to Fix Cash Drawer not closing?

If the Cash Drawer not closing - contact SkyTab Support for further assistance, use the Cash Drawer key to open/close it until the replacement arrives.

How to Fix Cash Drawer if its keys get lost?

If the Cash Drawer keys were lost - contact SkyTab Support for further assistance. In cases when the cash drawer is not opening and the keys are lost, but there is money inside, the return of the damaged/broken Cash Drawer is not required.

Comments

0 comments

Please sign in to leave a comment.

Help improve this platform

Provide Feedback

Would you like to contact us?