Merchant Comprehensive Troubleshooting Guide for Shift4 Dine and Peripherals

Description: Learn the troubleshooting process of the Shift4 Dine Ecosystem devices when all previous troubleshooting steps have been completed, and the equipment is still faulty.

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Select a link to jump to a section:

• Swap Replacement Request Shipping Inquiry
• POS Terminal
• PIN Pad
• Shift4 Duo / Shift4 One
• Tablet
• Customer-facing Display
• Kitchen Display System
• KVS
• Remote Printers
• Receipt Printers
• TP-Link Router
• Desktop Switch
• Cash Drawer
• Barcode Scanner
• Scale

Important: This article is for reference only to check what can be done to get the device working before calling Shift4 Dine 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 Shift4 Dine 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 Shift4 Dine Support for further assistance. The replacement is free of charge.

What Should I Do If POS Terminal Got Stolen?

If Elys L1400, Onyx, WavePOS Touch Dynamic Acrobat, or Elite III POS Terminal got stolen, we highly recommend contacting Shift4 Dine Support for further assistance.The replacement is free of charge.

What Should I Do If POS Terminal Got Lost?

If Elys L1400, Onyx, WavePOS Touch Dynamic Acrobat, or Elite III POS Terminal got lost, we highly recommend contacting Shift4 Dine Support for further assistance. The replacement is free of charge.

What Should I Do If POS Terminal Got Damaged by Natural Disaster?

If Elys L1400, Onyx, WavePOS Touch Dynamic Acrobat, or Elite III POS Terminal got damaged by natural disaster, we highly recommend contacting Shift4 Dine Support for further assistance.

How to Fix POS Terminal Networking Issues?

Proceed to the Shift4 Dine 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 Shift4 Dine 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 Shift4 Dine 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 Shift4 Dine 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 Shift4 Dine 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 Shift4 Dine Support for further assistance.

How to Fix POS Terminal not powering on?

For Elys L1400, Onyx, WavePOS, Touch Dynamic Acrobat, and Elite III:  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, try a different power outlet.
• If the POS Terminal powers on, the issue is the power outlet and no equipment needs to be swapped.
• If the issue persists, swap the POS Terminal or POS Terminal Hub depending on the POS Terminal model that is present in the location. 

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, which is working. If the POS Terminal is still not powering on, contact Shift4 Dine Support for possible POS Terminal or POS Terminal Hub replacement depending on the POS Terminal model that is present in the location.
• If the POS Terminal powers on with a different power cable, contact Shift4 Dine Support for possible POS Terminal cable replacement.

How to Fix if Elys L1400 POS Terminal is showing “CARD READER UPDATE FAILED” Error?

If Elys L1400 POS Terminal is showing error “Code 100517. Reason EXTERNAL CARD READER UPDATE FAILED” in Shift4 Dine POS software, contact Shift4 Dine Support for further assistance.

 

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 Shift4 Dine 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 Shift4 Dine 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 Shift4 Dine Support for further assistance. The replacement is free of charge.

What Should I Do If PIN Pad Gets Stolen?

If PAX Q25, PAX SP30, PAX S300, or PAX A35 PIN Pad has been stolen - we highly recommend contacting Shift4 Dine Support for further assistance. The replacement is free of charge.

What Should I Do If PIN Pad Gets Lost?

If PAX Q25, PAX SP30, PAX S300, or PAX A35 PIN Pad has been lost - we highly recommend contacting Shift4 Dine Support for further assistance. The replacement is free of charge.

What Should I Do If PIN Pad Is Damaged by a Natural Disaster?

If PAX Q25, PAX SP30, PAX S300, or PAX A35 PIN Pad got damaged by natural disaster, we highly recommend contacting Shift4 Dine 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 Shift4 Dine 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 Shift4 Dine 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 Shift4 Dine Support for further assistance.

How to Fix if PIN Pad Function Menu Password is not working?

If the PAX Q25, PAX SP30, PAX S300, and PAX A35 PIN Pad function menu password is not working and brings you to the "Powered by Shift4" screen when entered:

1. Reboot the PIN Pad.
2. If the issue persists after rebooting PIN Pad, try entering previous and future date in MM/DD/YYYY format.
3. If the issue persists after troubleshooting steps have been completed, contact Shift4 Dine 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 Shift4 Dine 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 Shift4 Dine 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 Shift4 Dine Support for possible PIN Pad replacement. If the PIN Pad powers on, contact Shift4 Dine 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 Shift4 Dine 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 Shift4 Dine 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 Shift4 Dine Support for further assistance.

Shift4 Duo / Shift4 One

How to Fix a Shift4 Duo or Shift4 One Damaged Screen?

If Shift4 Duo or Shift4 One (A800 or A930) got damaged physically, we highly recommend contacting Shift4 Dine Support for further assistance. The replacement is free of charge

What Should I Do If Shift4 Duo or Shift4 One Gets Stolen?

If Shift4 Duo or Shift4 One (A800 or A930) got stolen, we highly recommend contacting Shift4 Dine Support for further assistance. The replacement is free of charge

What Should I Do If My Shift4 Duo or Shift4 One Gets Lost?

If your Shift4 Duo or Shift4 One (A800 or A930) got lost, we highly recommend contacting Shift4 Dine Support for further assistance. The replacement is free of charge

What Should I Do If Shift4 Duo or Shift4 One Got Damaged by a Natural Disaster?

If Shift4 Duo or Shift4 One (A800 or A930) got damaged by a natural disaster, we highly recommend contacting Shift4 Dine Support for further assistance.

How to Fix Shift4 Duo or Shift4 One Networking Issues?

Proceed to the Shift4 Dine POS Network Troubleshooting Guide article for the Shift4 Duo or Shift4 One (PAX A800 or PAX A930) network troubleshooting.

How to Fix Shift4 Duo or Shift4 One “PED Tampered” Error?

If the Shift4 Duo or Shift4 One (A800 or A930) has a “PED Tampered” error on the device screen, contact Shift4 Dine Support for further assistance.

How to Fix Shift4 Duo or Shift4 One “Battery Warning” Error?

If the Shift4 Duo or Shift4 One (A800 or A930) has a “Battery Warning” error on the device screen, proceed to the Resolve Shift4 Duo Battery Warning Error article.

• If the issue persists after the troubleshooting steps have been completed, contact Shift4 Dine Support for further assistance.

How to Fix Shift4 Duo or Shift4 One Flickering/Glitching Screen?

If the Shift4 Duo or Shift4 One (A800 or A930) has a flickering/glitching screen and reseating the battery did not resolve the issue, record a video of the Shift4 Duo or Shift4 One device malfunction and contact Shift4 Dine Support for further assistance.

How to Fix Shift4 Duo or Shift4 One Not Accepting Chip Insert?

If the Shift4 Duo or Shift4 One (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 Shift4 Duo battery.
4. If the issue persists after completing the troubleshooting steps, contact Shift4 Dine Support for further assistance.

How to Fix Shift4 Duo or Shift4 One Not Charging or Powering On?

• If only one Shift4 Duo or Shift4 One (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 Shift4 Dine Support for possible Shift4 Duo or Shift4 One device replacement. If the device starts charging, contact Shift4 Dine Support for a possible Shift4 Duo or Shift4 One power cable replacement.
• If more than one Shift4 Duo / Shift4 One (A800 or A930) or Tablet (PAX M8) device is present in the location, try connecting the charger to the one that works. If the device is still not charging, contact Shift4 Dine Support for a possible Shift4 Duo or Shift4 One replacement. If the device starts charging, contact Shift4 Dine Support for a possible Shift4 Duo or Shift4 One power cable replacement.

How to Fix Shift4 Duo or Shift4 One “Remove the Card” Issue?

If the Shift4 Duo or Shift4 One (A800 or A930) are having issues when trying to process the payment Shift4 Duo or Shift4 One 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 Shift4 Duo device battery.
3. If the issue persists, contact Shift4 Dine Support for further assistance.

How to Fix Shift4 Duo or Shift4 One Printing Blank?

If the Shift4 Duo or Shift4 One (A800 or A930) device is printing blank prints, proceed with the following steps:

1. Reboot the Shift4 Duo or Shift4 One device.
2. If the issue persists, try reseating the receipt paper roll.
3. If the issue persists, reseat the Shift4 Duo device battery.
4. If the issue persists after all the troubleshooting steps are completed, contact Shift4 Dine Support for further assistance.

How to Fix Shift4 Duo or Shift4 One not printing receipts?

If the Shift4 Duo or Shift4 One (A800 or A930) is having issues with device not printing receipts, proceed with the following steps:

1. Reboot the Shift4 Duo or Shift4 One device.
2. If the issue persists, try reseating the receipt paper roll.
3. If the issue persists, ensure that No Paper Mode (NPM) is disabled in the Shift4 App > Operation Settings > No Paper Mode.
   • If the Shift4 Duo application is loaded on the device, restarting the device is necessary.
4. If the issue persists, reseat the Shift4 Duo or Shift4 One device battery.
5. If the issue persists after all the troubleshooting steps are completed contact Shift4 Dine Support for further assistance.

How to Fix Shift4 Duo or Shift4 One Unresponsive Screen?

If the Shift4 Duo or Shift4 One (A800 or A930) device screen is unresponsive, proceed with the following steps:

1. Reseat Shift4 Duo or Shift4 One device battery.
2. If the issue persists after reseating the battery, contact Shift4 Dine Support for further assistance.

How to Fix Shift4 Duo or Shift4 One Stuck on the PAX Logo Screen?

If the Shift4 Duo or Shift4 One (A800 or A930) device screen is stuck on the PAX logo screen, proceed with the following steps:

1. Reseat Shift4 Duo or Shift4 One device battery.
2. If the issue persists after reseating the battery, contact Shift4 Dine Support for further assistance.

How to Fix Shift4 Duo or Shift4 One Battery Life Issues?

If the Shift4 Duo or Shift4 One (A800 or A930) device has ongoing battery life issues, contact Shift4 Dine Support for further assistance.

How to Fix Shift4 Duo or Shift4 One Faint Prints?

1. If Shift4 Duo or Shift4 One (A800 or A930) is printing faint prints, restart Shift4 Duo.
2. If the issue persists after restarting Shift4 Duo, reseat the Shift4 Duo paper roll.
3. If the issue persists after reseating the paper roll, reseat the Shift4 Duo battery.
4. If the issue persists and troubleshooting steps have been completed, contact Shift4 Dine Support for further assistance.

How to Fix Shift4 Duo or Shift4 One Not Accepting Tap?

If the Shift4 Duo or Shift4 One (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 Shift4 Duo or Shift4 One battery.
3. If the issue persists after completing the troubleshooting steps, contact Shift4 Dine Support for further assistance.

How to Fix Shift4 Duo or Shift4 One Not Accepting Swipe?

If the Shift4 Duo or Shift4 One (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 Shift4 Duo or Shift4 One battery.
4. If the issue persists after troubleshooting steps have been completed, contact Shift4 Dine Support for further assistance.

What If I Lost the Shift4 Duo or Shift4 One Power Cable?

If the Shift4 Duo or Shift4 One (A800 or A930) device power cable gets lost, contact Shift4 Dine Support for further assistance. 

• If there is an additional Shift4 Duo, Shift4 One, or Tablet (PAX M8) in the location, use a power cable from another Shift4 Duo, Shift4 One, or Tablet device until the swap replacement arrives.
• If it is the only Shift4 Duo or Shift4 One device in the location, buy a Type-C power cable in a local electronics or hardware store until the swap replacement arrives.

Tablet

How to Fix Tablet's Damaged Screen?

If the Tablet (PAX M8) got damaged physically, we highly recommend contacting Shift4 Dine Support for further assistance. The replacement is free of charge.

What Should I Do If My Tablet Gets Stolen?

If the Tablet (PAX M8) got stolen, we highly recommend contacting Shift4 Dine Support for further assistance. The replacement is free of charge.

What Should I Do If My Tablet Gets Lost?

If the Tablet (PAX M8) got lost, we highly recommend contacting Shift4 Dine Support for further assistance The replacement is free of charge.

What Should I Do If My Tablet Gets Damaged by Natural Disaster?

If the Tablet (PAX M8) was damaged by a natural disaster, we highly recommend contacting Shift4 Dine Support for further assistance.

How to Fix Tablet Networking Issues?

Proceed to the Shift4 Dine POS Network Troubleshooting Guide article for the Tablet (PAX M8) network troubleshooting.

How to Fix Tablet “Tampered” Error?

If the Tablet (PAX M8) has a “Tampered” error on the device screen, contact Shift4 Dine Support for further assistance.

How to Fix the Tablet Onboard Reader (OB) Not Working?

1. Proceed to the Resolve Repeated R15 Disconnected/Connected Issues on Tablet article.
2. If the issue persists after reseating the Tablet case, contact Shift4 Dine Support for further assistance.

How to Fix Tablet Battery Life Issues?

If the Tablet (PAX M8) has ongoing battery life issues, contact Shift4 Dine Support for further assistance.

How to Fix a Tablet Not Charging or Powering On?

• If there is only one Tablet (PAX M8) device in the location, try a different type-c charging cable that works. If the device starts charging, contact Shift4 Dine Support for possible Tablet power cable replacement. If the device is still not charging, contact Shift4 Dine Support for possible Tablet replacement.
• If more than one Tablet device is present in the location, try connecting the charger from the one that is working. If the device starts charging, contact Shift4 Dine Support for possible Tablet power cable replacement. If the device is still not charging, contact Shift4 Dine Support for possible Tablet replacement.

How to Fix a Tablet's Unresponsive Screen?

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

1. Reboot the Tablet device.
2. If the issue persists after the power purge, contact Shift4 Dine Support for further assistance.

How to Fix a Tablet Not Accepting a Chip Insert?

If Tablet (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 Tablet 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 Shift4 Dine Support for further assistance.

How to Fix a Tablet Not Accepting Swipes?

If Tablet (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 Tablet 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 Shift4 Dine Support for further assistance.

How to Fix a Tablet Not Accepting Tap?

If the Tablet (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 Shift4 Dine Support for further assistance.

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

1. Confirm the Tablet (PAX M8) device is seated properly in the case by following the Resolve Repeated R15 Disconnected/Connected Issues on Tablet article.
2. If the issue persists, contact Shift4 Dine Support for further assistance.

What If the Tablet Power Cable Gets Lost?

If the Tablet (PAX M8) charger gets lost, contact Shift4 Dine Support for further assistance. 

• If the additional Tablet or Shift4 Duo is present in the location, use a power cable from another Tablet or Shift4 Duo device until the cable swap replacement arrives.
• If the location has only one Tablet device, buy the type-C power cable in a local electronics or hardware store until the cable swap replacement arrives.

Customer-facing Display

How do I Fix a Damaged Screen on a Display?

If the Display (PAX A3700) got damaged physically, we highly recommend contacting Shift4 Dine Support for further assistance. The replacement is free of charge.

What Should I Do if the Display Was Stolen?

If the Display (PAX A3700) was stolen, we highly recommend contacting Shift4 Dine Support for further assistance. The replacement is free of charge.

What Should I Do if the Display Gets Lost?

If the Display (PAX A3700) gets lost, we highly recommend contacting Shift4 Dine Support for further assistance. The replacement is free of charge.

What Should I do if the Display is damaged by a Natural Disaster?

If the Display (PAX A3700) is damaged by a natural disaster, we highly recommend contacting Shift4 Dine Support for further assistance.

How to Fix a Display Networking Issue?

Visit the Install and Connect the Customer-facing Display for (PAX A3700) network troubleshooting.

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

How to Fix a Display Not Powering On?

If the Display (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 Shift4 Dine 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 Shift4 Dine Support for possible Customer Facing Display cable replacement. If the device remains offline, contact Shift4 Dine Support for possible Customer Facing Display replacement.

How to Fix an Issue With the Display Not Accepting Tap?

If the Display (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 Shift4 Dine Support for further assistance.

How to Fix a Display Not Accepting a Chip Insert?

If the Display (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 Shift4 Dine Support for further assistance.

How to Fix a Display Not Accepting Swipe?

If the Display (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 Shift4 Dine Support for further assistance.

Kitchen Display System

How to Fix a Damaged Screen?

If the System got damaged physically, we highly recommend contacting Shift4 Dine Support for further assistance. The replacement is free of charge.

What Should I Do If the System Was Stolen?

If the System was stolen, we highly recommend contacting Shift4 Dine Support for further assistance.

What Should I Do If the System Gets Lost?

If the System got lost, we highly recommend contacting Shift4 Dine Support for further assistance.

What Should I Do If the System Was Damaged by a Natural Disaster?

If the System is damaged by a natural disaster, we highly recommend contacting Shift4 Dine Support for further assistance.

How to Fix a System “Configuration Not Loaded. Send Config from POS” Error?

For a System “Configuration not loaded. Send Config from POS” Error, proceed to the Resolve "Configuration not loaded. Send Config from POS" Error article.

How to Fix a Kitchen Display System “Check Your Device’s Network Connection” Error When Networking Settings and Configuration Are Correct?

• If the System is connected directly to the TP-Link router, try changing the Ethernet cable. If the System comes back online, the issue was cabling, and no equipment needs to be swapped.
• If the the System is still offline after changing the cable, try a different LAN port on the TP-Link router. If the System comes back online, contact Shift4 Dine Support for further assistance.

How to Fix an Issue With the System Not Powering On?

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

1. Reseat the System power cable from both sides: System/power outlet. Ensure there are no loose cables anywhere.
2. If the issue persists after reseating the power cable, try connecting the System to a different power outlet that is confirmed to be working.

• If the issue persists after reseating the power cable and trying a different power outlet, and only one System device is present in the location, contact Shift4 Dine Support for further assistance.
• If more than one System is present in the location, try connecting the power cable from the one that works. If the device is still not powered on, contact Shift4 Dine Support for possible System replacement. If the device powers on, contact Shift4 Dine Support for possible System power cable replacement.

How to Fix an Issue With the System Freezing?

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

1. Power purge the System device.
   • Power off the System, 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 Shift4 Dine Support for further assistance.

How to Fix an Issue With the System Being Stuck on the Shift4 Logo screen?

If the System is having issues with being stuck on the Shift4 logo screen, proceed with the following steps:

1. Restart the System device.
2. If the issue persists, review the Resolve "Configuration not loaded. Send Config from POS" Error article.
3. If the issue persists, power purge the System.
   • Power off the System, 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 troubleshooting steps have been completed, contact Shift4 Dine Support for further assistance.

How to Fix a System “Ora Update Failed” Error?

1. Restart the System device.
2. If the issue persists after restarting the System, contact Shift4 Dine Support for further assistance.

How to Fix the System Losing Sound?

1. Navigate to the System application's bottom left corner and select the Sound button to confirm the volume is set at the maximum.
2. If the issue persists after confirming the System 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 Shift4 Dine Support for further assistance.

How to Fix an Issue With the System Not Printing Tickets?

If the System is having issues with orders not coming up on the System 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, confirm the System IP address matches the POS Terminal printer configuration by pressing the gear icon in the lower left of the screen on the System. The IP address will be displayed in the left middle of the System screen.
3. If the IP address matches on both the POS Terminal configuration and the System, resend the System config by visiting the Resend Kitchen Display System Config from Shift4 Dine POS article.
4. If the issue persists after sending the System config, restart the System device.
5. If the issue persists after the power cycle, reseat the Ethernet cable from both sides: System and TP-Link router/switch. Ensure there are no loose cables anywhere and send a test print again.
6. If the test print fails, confirm the Date & Time settings configuration is correct in Android Settings.
7. If the Date & Time settings are correct, try a new Ethernet cable to confirm if the Ethernet cable, TP-Link/Switch port, or the System Ethernet port is faulty.
   • If the System starts printing tickets, the issue was cabling, and no equipment needs to be swapped.
   • If the System fails to print a test ticket, try using a different port on the TP-Link router/Switch.
   • If the System starts printing after trying a different port on the TP-Link/switch, contact Shift4 Dine Support for possible TP-Link/Switch replacement.
   • If the System fails to print the test ticket after trying a different port on the TP-Link/switch, contact Shift4 Dine Support for possible System replacement due to a damaged Ethernet port.

KVS

How to Fix a KVS Damaged Screen?

If the KVS got damaged physically, we highly recommend contacting Shift4 Dine Support for further assistance. The replacement is free of charge.

What Should I Do If the KVS Gets Stolen?

If the KVS was stolen, we highly recommend contacting Shift4 Dine Support for further assistance. The replacement is free of charge.

What Should I Do If KVS Gets Lost?

If the KVS gets lost, we highly recommend contacting Shift4 Dine Support for further assistance. The replacement is free of charge.

What Should I Do If the KVS Is Damaged by a Natural Disaster?

If KVS is damaged by natural disaster, we highly recommend contacting Shift4 Dine Support for further assistance.

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

For the 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 Shift4 Dine Support for further assistance.

How to Fix a KVS Not Powering On?

If the KVS is not powering on, the issue persists after the power cycle and one KVS is present in the location - try a different power outlet that is confirmed to be working, and ensure there are no loose cables.

• If the KVS powers on, the issue is the power outlet and no equipment needs to be swapped.
• If the issue persists, contact Shift4 Dine Support for further assistance.

If the merchant has more than one KVS, try connecting the power cable from the one that works. 

• If the device is still not powering on, contact Shift4 Dine Support for possible KVS replacement. 
• If the device powers on, contact Shift4 Dine Support for possible KVS power cable replacement.

How to Fix a KVS Bump Bar Not Working?

If the 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 Shift4 Dine 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 Shift4 Dine Support for further assistance. The replacement is free of charge.

What Should I Do If Remote/Kitchen Printer Got Stolen?

If the Epson Dot Matrix TM-U220, Epson TM-M30, or SNBC Remote/Kitchen Printer got stolen, we highly recommend contacting Shift4 Dine Support for further assistance. The replacement is free of charge.

What Should I Do If Remote/Kitchen Printer Got Lost?

If the Epson Dot Matrix TM-U220, Epson TM-M30, or SNBC Remote/Kitchen Printer got lost, we highly recommend contacting Shift4 Dine Support for further assistance. The replacement is free of charge.

What Should I Do If Remote/Kitchen Printer Got Damaged by Natural Disaster?

If the Epson Dot Matrix TM-U220, Epson TM-M30, or SNBC Remote/Kitchen Printer got damaged by natural disaster, we highly recommend contacting Shift4 Dine Support for further assistance.

How to Fix Remote/Kitchen Printer Networking Issues?

Proceed to the Shift4 Dine 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 Shift4 Dine 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 Shift4 Dine 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 Shift4 Dine POS Terminal.
3. If the issue persists after confirming the cutter is enabled and restarting the Shift4 Dine POS Terminal, power cycle the Remote/Kitchen Printer.
4. If the issue persists after troubleshooting has been completed, contact Shift4 Dine 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 Shift4 Dine 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 Shift4 Dine 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 Shift4 Dine Support for further assistance.

How to Fix Receipt Printer Printing Blank Receipts?

1. If the Receipt Printer (Epson TM-M30, Partner Tech RP-630, SNBC Printers, RPD-10) is printing blank receipts - ensure correct type of paper (thermal) is being used for the printer.
2. If the issue persists after confirming the paper, try flipping the paper roll to the other side. 
3. If the issue persist after flipping the paper roll - try different paper roll.
4. 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.
5. If the issue persists after all the troubleshooting steps have been completed, contact Shift4 Dine Support.

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 Shift4 Dine 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 Shift4 Dine 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 Shift4 Dine Support for further assistance. The replacement is free of charge.

What Should I Do If Receipt Printer Got Stolen?

If the Epson TM-M30, Partner Tech RP-630, SNBC Printers, or RPD-10 Receipt Printer got stolen, we highly recommend contacting Shift4 Dine Support for further assistance. The replacement is free of charge.

What Should I Do If Receipt Printer Got Lost?

If the Epson TM-M30, Partner Tech RP-630, SNBC Printers, or RPD-10 Receipt Printer got lost, we highly recommend contacting Shift4 Dine Support for further assistance. The replacement is free of charge.

What Should I Do If Receipt Printer Got Damaged by Natural Disaster?

If the Epson TM-M30, Partner Tech RP-630, SNBC Printers, or RPD-10 Receipt Printer got damaged by natural disaster, we highly recommend contacting Shift4 Dine 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 Shift4 Dine 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 Shift4 Dine 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 Shift4 Dine 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 Shift4 Dine Support for possible POS Terminal replacement. If the printer is not printing, contact Shift4 Dine 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 Shift4 Dine 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 Shift4 Dine 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 Shift4 Dine 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 Shift4 Dine Support for possible POS hub replacement. If the printer is not printing, contact Shift4 Dine 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 Shift4 Dine 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 Shift4 Dine POS Terminal, power cycle the Receipt Printer.
3. If the cutter is enabled and the receipt printer fails to cut receipts, restart Shift4 Dine POS.
4. If the issue persists after troubleshooting has been completed, contact Shift4 Dine 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 Shift4 Dine POS article.
2. If the issue persists, restart the Shift4 Dine POS Terminal.
3. If the issue persists after margins are set and restarting the Shift4 Dine POS Terminal, contact Shift4 Dine 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 Shift4 Dine 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 Shift4 Dine 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 Shift4 Dine Support for further assistance. 

How to Fix Receipt Printer that is printing gibberish receipts?

For Elys 1400 POS Terminal

If the Receipt Printer (Epson TM-M30, Partner Tech RP-630, SNBC Printers) is printing gibberish prints, proceed with the following steps:

1. Power purge 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.
2. If the issue persists after the power cycle, reseat the Receipt Printer USB cable from both sides: Receipt Printer and Hub, ensuring there are no loose cables.
3. If the issue persists after reseating the USB cable and this is the only POS Terminal in the location, contact Shift4 Dine Support for further assistance.
4. If more than one POS Terminal is present in the location, try connecting the receipt printer to the POS Terminal that is confirmed to be working.
   • If the receipt printer starts working, contact Shift4 Dine Support for a possible POS Terminal hub replacement due to damaged USB ports.
   • If the issue persists, contact Shift4 Dine Support for a possible receipt printer replacement due to a damaged USB port.

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

If the Receipt Printer (Epson TM-M30, Partner Tech RP-630, SNBC Printers, RPD-10) is printing gibberish prints, proceed with the following steps:

1. Power purge 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.
2. If the issue persists after the power purge, reseat the Receipt Printer USB cable from both sides: Receipt Printer and POS Terminal, ensuring there are no loose cables.
3. If the issue persists after reseating the USB cable, and this is the only POS Terminal in the location, swap either the Receipt Printer or POS Terminal since there’s no way to determine which device is damaged.
4. If more than one POS Terminal is present in the location, try connecting the receipt printer to the POS Terminal that is confirmed to be working.
   • If the receipt printer starts working, contact Shift4 Dine Support for a possible POS Terminal replacement due to damaged USB ports.
   • If the issue persists, contact Shift4 Dine Support for a possible receipt printer replacement due to a damaged USB port.

TP-Link Router

How to Fix a Damaged TP-Link Router?

If the TP-Link Router got damaged physically, we highly recommend contacting Shift4 Dine Support for further assistance. The replacement is free of charge.

What Should I Do If TP-Link Router Got Stolen?

If the TP-Link Router got stolen, we highly recommend contacting Shift4 Dine Support for further assistance. The replacement is free of charge.

What Should I Do If TP-Link Router Got Lost?

If the TP-Link Router got lost, we highly recommend contacting Shift4 Dine Support for further assistance. The replacement is free of charge.

What Should I Do If TP-Link Router Got Damaged by Natural Disaster?

If the TP-Link Router got damaged by natural disaster, we highly recommend contacting Shift4 Dine Support for further assistance.

How to Fix TP-Link Router Networking Issues?

Proceed to the Shift4 Dine 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 Shift4 Dine 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 Shift4 Dine 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 Shift4 Dine 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 Shift4 Dine Support for further assistance. The replacement is free of charge.

What Should I Do If Desktop Switch Got Stolen?

If the Desktop switch got stolen, we highly recommend contacting Shift4 Dine Support for further assistance. The replacement is free of charge.

What Should I Do If Desktop Switch Got Lost?

If the Desktop switch got lost, we highly recommend contacting Shift4 Dine Support for further assistance. The replacement is free of charge.

What Should I Do If Desktop Switch Got Damaged by Natural Disaster?

If the Desktop switch got damaged by natural disaster, we highly recommend contacting Shift4 Dine Support for further assistance.

How to Fix Desktop Switch Networking Issues?

Proceed to the Shift4 Dine POS Network Troubleshooting Guide article and confirm the Local Area Network is set correctly.

How to Fix a Shift4 Dine 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 Shift4 Dine 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 Shift4 Dine Support for possible Desktop switch replacement due to damaged/broken ports.
6. If the issue persists after the swapped switch is installed, contact Shift4 Dine Support for device replacement due to a damaged/broken Ethernet port.

Cash Drawer

What Should I Do If Cash Drawer Got Damaged?

If the Cash Drawer got damaged physically, we highly recommend contacting Shift4 Dine Support for further assistance. The replacement is free of charge.

What Should I Do If Cash Drawer Got Stolen?

If the Cash Drawer got stolen, we highly recommend contacting Shift4 Dine Support for further assistance. The replacement is free of charge.

What Should I do if Cash Drawer Got Damaged by Natural Disaster?

If the Cash Drawer got damaged by natural disaster, we highly recommend contacting Shift4 Dine Support for further assistance. The replacement is free of charge.

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 Shift4 Dine 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 Shift4 Dine 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 Shift4 Dine 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 Shift4 Dine 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 Shift4 Dine 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.

Barcode Scanner

What Should I Do If Barcode Scanner Got Damaged?

If the Barcode scanner got damaged physically, we highly recommend contacting Shift4 Dine Support for further assistance. The replacement is free of charge.

What Should I Do If Barcode Scanner Got Stolen?

If the Barcode Scanner got stolen, we highly recommend contacting Shift4 Dine Support for further assistance. The replacement is free of charge.

What Should I Do If Barcode Scanner Got Lost?

If the Barcode Scanner got stolen, we highly recommend contacting Shift4 Dine Support for further assistance.  The replacement is free of charge.

What Should I Do If Barcode Scanner Got Damaged by Natural Disaster?

If the Barcode Scanner got damaged by natural disaster, we highly recommend contacting Shift4 Dine Support for further assistance.

How to Fix the Barcode Scanner not powering on?

For Elys 1400 POS Terminal

If the Barcode Scanner is not powering on, proceed with the following steps:

1. Replug the Barcode Scanner.
2. If the issue persists, try a different USB port on the POS Terminal hub.
3. If the issue persists after trying different USB ports on the POS Terminal hub and only one POS Terminal is present in the location, try connecting the keyboard or mouse to the POS Terminal hub to determine if the barcode scanner cable or POS Terminal hub is faulty.
   • If the keyboard or mouse starts working when connected to the POS Terminal hub, contact Shift4 Dine Support for possible barcode scanner replacement due to a damaged USB cable.
   • If the issue persists, contact Shift4 Dine Support for a possible POS Terminal hub replacement due to damaged USB ports.
4. If the issue persists after trying different USB ports on the POS Terminal hub and more than one POS Terminal is present in the location, connect the scanner to the working POS Terminal hub to determine if the POS Terminal hub or barcode scanner is faulty.
   • If the barcode scanner starts working when connected to a different POS Terminal hub, contact Shift4 Dine Support for a possible POS Terminal hub replacement due to damaged USB ports.
   • If the issue persists, contact Shift4 Dine Support for a possible barcode scanner replacement due to a damaged USB cable.

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

If the Barcode Scanner is not powering on, proceed with the following steps:

1. Replug the Barcode Scanner.
2. If the issue persists, try a different USB port on the POS Terminal.
3. If the issue persists after trying different USB ports on the POS Terminal and only one POS Terminal is present in the location, try connecting the keyboard or mouse to the POS Terminal to determine if the barcode scanner or POS Terminal USB ports are faulty.
   • If the keyboard or mouse starts working when connected to the POS Terminal in a different USB port, contact Shift4 Dine Support for a possible barcode scanner replacement due to a damaged USB cable.
   • If the issue persists, contact Shift4 Dine Support for a possible POS Terminal replacement due to damaged USB ports.
4. If the issue persists after trying different USB ports on the POS Terminal and more than one POS Terminal is present in the location, connect the scanner to the working POS Terminal to determine if the POS Terminal USB ports or the barcode scanner is faulty.
   • If the barcode scanner starts working when connected to a different POS Terminal, contact Shift4 Dine Support for a possible POS Terminal replacement due to damaged USB ports.
   • If the issue persists, contact Shift4 Dine Support for a possible barcode scanner replacement due to a damaged USB cable.

How to Fix Barcode Scanner not scanning items?

For Elys 1400 POS Terminal:

If the Barcode Scanner is not scanning items and the merchant is using Elys 1400 POS Terminal, proceed with the following steps:

1. Replug the Barcode Scanner.
2. If the issue persists, ensure the item is configured with UPC by visiting the Barcode Scanning on Shift4 Dine POS article.
3. If the issue persists, try a different USB port on the POS Terminal hub.
4. If the issue persists after trying different ports on the POS Terminal hub and only one POS Terminal is present in the location, try connecting a mouse or keyboard that is confirmed to be working to the POS Terminal hub to determine if the issue is POS Terminal hub USB ports or the Barcode scanner’s USB cable.
   • If the keyboard or mouse starts working when connected to the POS Terminal hub, contact Shift4 Dine Support for a possible barcode scanner replacement due to a damaged USB cable.
   • If the issue persists, contact Shift4 Dine Support for a possible POS Terminal hub replacement due to damaged USB ports.
5. If more than one POS Terminal is present in the location, try connecting the barcode scanner to the POS Terminal hub that is confirmed to be working.
   • If the barcode scanner starts working, contact Shift4 Dine Support for a possible POS Terminal hub replacement due to damaged USB ports.
   • If the issue persists, contact Shift4 Dine Support for a possible barcode scanner replacement.

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

If the Barcode Scanner is not scanning items, proceed with the following steps:

1. Replug the Barcode Scanner.
2. If the issue persists, ensure the item is configured with UPC by visiting the Barcode Scanning on Shift4 Dine POS article.
3. If the issue persists, try a different USB port on the POS Terminal.
4. If the issue persists after trying different USB ports on the POS Terminal and only one POS Terminal is present in the location, try connecting a mouse or keyboard that is confirmed to be working to the POS Terminal to determine if the issue is the POS Terminal USB ports or the Barcode scanner’s USB cable.
   • If the keyboard or mouse starts working when connected to the POS Terminal, contact Shift4 Dine Support for a possible barcode scanner replacement due to a damaged USB cable.
   • If the issue persists, contact Shift4 Dine Support for a possible POS Terminal replacement due to damaged USB ports.
5. If more than one POS Terminal is present in the location, try connecting the barcode scanner to the POS Terminal that is confirmed to be working.
   • If the barcode scanner starts working, contact Shift4 Dine Support for a possible POS Terminal replacement due to damaged USB ports.
   • If the issue persists, contact Shift4 Dine Support for a possible barcode scanner replacement due to damaged USB cable.

Scale

What should I do if Scale Gets Damaged?

If the CAS PD-II Digital Scale got damaged physically, we highly recommend contacting Shift4 Dine Support for further assistance. The replacement is free of charge.

What should I do if Scale Gets Stolen?

If the CAS PD-II Digital Scale got stolen, we highly recommend contacting Shift4 Dine Support for further assistance. The replacement is free of charge.

What should I do if Scale Gets Lost?

If the CAS PD-II Digital Scale got lost, we highly recommend contacting Shift4 Dine Support for further assistance. The replacement is free of charge.

What Should I do if Scale Got Damaged by a Natural Disaster?

If the CAS PD-II Digital Scale got damaged by natural disaster, we highly recommend contacting Shift4 Dine Support for further assistance.

How to fix Scale is not powering on?

1. If the CAS PD-II Digital scale is not powering on, the issue persists after the power cycle, and only one scale is present in the location, then try a different power outlet that is confirmed to be working and ensure there are no loose cables.
   • If the scale powers on, the issue is the power outlet and no equipment needs to be swapped.
   • If the issue persists, contact Shift4 Dine Support for a possible scale replacement due to a damaged power cable port.
2. If more than one CAS PD-II Digital scale is present in the location, try the power cable from the working one. 
   • If the scale powers on, contact Shift4 Dine Support for a possible scale power cable replacement.
   • If the issue persists after changing the power cable, contact Shift4 Dine Support for a possible scale replacement due to the damaged power cable port.

How to fix the Scale not reacting to weight?

For Elys 1400 POS Terminal:

If the CAS PD-II Digital Scale is not reacting to weight using Elys 1400 POS Terminal, proceed with the following steps:

1. Ensure weight scale is toggle enabled in Manager > Settings > Hardware > Use Weight Scale.
2. Ensure the Item Sold By Weight toggle is enabled in Manager > Menu > Items > Advanced.
3. If the issue persists, reseat the RS232 cable from both sides: the Scale, and the Hub. Ensure there are no loose cables.
4. If the issue persists after troubleshooting steps have been completed and only one POS Terminal is present in the location, contact Shift4 Dine Support for a possible scale replacement.
5. If more than one scale is present in the location, try the RS232 cable from the working one. If the scale starts working, contact Shift4 Dine Support for a possible RS232 cable replacement.
6. If the issue persists, try connecting the POS Terminal hub from another POS to determine if the scale RS232 cable port or POS Terminal hub is faulty.
   • If scales start working after trying different POS Terminal hub, contact Shift4 Dine Support for a possible POS Terminal hub replacement due to damaged ports.
   • If the issue persists, contact Shift4 Dine Support for a possible scale replacement due to the damaged RS232 port.

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

If the CAS PD-II Digital Scale is not reacting to weight, proceed with the following steps:

1. Ensure weight scale is toggle enabled in Manager > Settings > Hardware > Use Weight Scale.
2. Ensure the Item Sold By Weight toggle is enabled in Manager > Menu > Items > Advanced.
3. If the issue persists, reseat the RS232 cable from both sides: the Scale, and the POS Terminal. Ensure there are no loose cables.
4. If the issue persists after troubleshooting steps have been completed and only one POS Terminal is present in the location, contact Shift4 Dine Support for a possible scale replacement.
5. If more than one scale is present in the location, try the RS232 cable from the working one. If the scale starts working, contact Shift4 Dine Support for a possible RS232 cable replacement.
6. If the issue persists, try connecting the scale to another POS Terminal to determine if the scale RS232 cable port or POS Terminal ethernet port is faulty.
   • If scales start working after connecting it to a different POS Terminal, contact Shift4 Dine Support for a possible POS Terminal replacement due to damaged USB ports.
   • If the issue persists, contact Shift4 Dine Support for a possible scale replacement due to the damaged RS232 port.

How to fix the Scale showing incorrect weight?

Elys 1400 POS Terminal 

If the CAS PD-II Digital Scale is not showing the correct weight using Elys 1400 POS Terminal, proceed with the following steps:

1. Reseat the RS232 cable from both sides: Scale and Hub. Ensure there are no loose cables.
2. If the issue persists after reseating the RS232 cable, proceed to the Perform Scale Calibration article.
3. If the issue persists after troubleshooting steps have been completed and only one POS Terminal is present in the location, contact Shift4 Dine Support for a possible scale replacement since there is no way to determine if the RS232 cable or RS232 scale port is damaged.
4. If more than one scale is present in the location, try the RS232 cable from the working one. 
   • If the scale starts working, contact Shift4 Dine Support for a possible RS232 cable replacement.
   • If the issue persists, contact Shift4 Dine Support for a possible scale replacement due to the damaged RS232 port.

Onyx, WavePOS, Touch Dynamic Acrobat, Elite III:

If the CAS PD-II Digital Scale is not showing the correct weight, proceed with the following steps:

1. Reseat the RS232 cable from both sides: Scale and POS Terminal. Ensure there are no loose cables.
2. If the issue persists after reseating the RS232 cable, proceed to Perform Scale Calibration article
3. If the issue persists after troubleshooting steps have been completed and only one POS Terminal is present in the location, contact Shift4 Dine Support for a possible scale replacement since there is no way to determine if the RS232 cable or scale RS232 port is damaged.
4. If more than one scale is present in the location, try the RS232 cable from the working one.
   • If the scale starts working, contact Shift4 Dine Support for a possible RS232 cable replacement. 
   • If the issue persists, contact Shift4 Dine Support for a possible scale replacement due to a damaged RS232 port.