Merchant Self Hardware Swap SOP

Description: Learn to set up your own replacement hardware on site.

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Unboxing Equipment

1. Start by opening the box for the terminal and carefully remove it from the Styrofoam. Be sure to remove all cables from the box as well. Ensure there is a power cable with brick, and in some cases there is also an adapter(s) for serial printers. Those are for receipt printers that do NOT use USB or for order printer(s) that have a serial adapter with an Ethernet cable and adapter to connect to the terminal.
   Note: A serial cable looks similar to a blue monitor cable. It has 9 pins.
2. Unbox the receipt printer, ensuring there is a power cable with brick and either USB or serial cable to connect to the terminal.
3. Unbox the cash drawer. It will have an attached cable with what looks like a phone jack on the end.
4. Unbox the order printer, ensuring there is a power cable. You will likely use an Ethernet cable to connect to either the existing switch or a new one that was also sent with the equipment.
5. Unbox the PIN pad and ensure it has either USB or Ethernet jack with power cable.

Prep

1. Once everything is out of the box, power down the old equipment. Don’t start unplugging anything yet. You will unplug cables one by one to ensure nothing gets mixed up.
2. If you need to replace the cash drawer, open it before you shut the terminal down or use the key. Remove the till and set it aside to place into the new cash drawer or swap out into the new one.

Terminal Replacement

1. Start with the terminal first. Once the old terminal is powered down, take a picture of the bottom/back of the terminal with all the cables plugged in still. This picture will be a reference if needed later.
2. Start by unplugging the power cable from the outlet. You will need to swap out the entire power cable. Once you get the power cable unplugged, set the old one aside. Plug the new power cable into the outlet and place it nearby for when you place the new terminal. Label the cable with paper and tape as “terminal power.”
3. Next, unplug the power cable that goes to the receipt printer. You will need to replace the entire cable too. Plug new power cable into outlet and label with paper and tape as “receipt power.” Follow the other cable from the printer to the terminal. It will be either USB or serial. If it is USB, go ahead and unplug the cable from the terminal. If it’s serial, take note which COM port it’s plugged into. Label serial cable with paper and tape as “receipt serial, COM port X.”
   Note: X = COM port number it’s plugged into.
4. If there are multiple printers attached to the terminal, be sure to take note which COM ports those are plugged into as well (only applies to serial cables). When you unplug the serial cables, be sure to label them with paper and tape as “order printer serial COM port X.”
   Note: If you know it’s for kitchen, bar, expo, etc., please write it on the label.
5. There are usually 3-4 COM ports on the terminal. If there is an adapter with an Ethernet cable plugged into it, you may need to unscrew the adapter to remove it.
   Note: You will need a small flat-head screwdriver. Be sure to note the COM port it was plugged into. Label the cable with paper and tape as “order printer serial COM port X.” If the terminal does not have COM ports and instead has RJ-45 ports (looks like Ethernet ports), take note of the number labeled on the COM port for each printer attached. Label the cable with paper and tape as “order printer serial COM port X.” Do NOT use the same/old adapters for the new terminal. Replace those with the new ones that came with the new terminal. The new cables typically have a number on them indicating which COM port to go to. Keep this in mind when plugging in the adapters later.
6. Now, unplug the Ethernet cable that will be located in the port with flashing lights called LAN.
   Note: If you have serial adapters for order printer(s), you will see an Ethernet cable for that too. That cable is not the same as the Ethernet cable for internet/network. Be sure to label cable with paper and tape as “network.”
7. If you have a credit card PIN pad attached to the terminal with USB, unplug it. The new PIN pad will have a new USB cable. If the PIN pad is plugged into a switch, leave it plugged into the switch and unplug it from the PIN pad. Label the Ethernet cable with paper and tape as “PIN pad Ethernet.” Unplug and remove the power cable and set aside. Note: Power cable is only present for PIN pads using Ethernet cable.
8. All the cables should be unplugged from the terminal now. Remove the old terminal and set it aside. If you have to replace the cash drawer, unplug it from the receipt printer and set it aside. Place the new cash drawer first, since the terminal sits on top of it. Don’t worry about plugging it in yet.
9. Put the new terminal in place and begin by connecting each cable one by one in this order:
   1. The new power cable.
   2. The Ethernet cable into the LAN port.
   3. The receipt printer cable.
   4. The order printer(s) if applicable.
   5. The PIN pad if USB.
      Note: If printers are USB, plug into any USB port.

Printer Replacement

1. Once everything for the terminal is plugged in, move on to the receipt printer. Plug the new power cable into the receipt printer. Plug in the USB cable to the printer and the other end in the terminal. It does not matter which USB port you plug it into. If the printer is using serial, be sure to plug into the same COM ports as before. Please be aware if you need to use the serial adapters sent with the new terminal, match the number on each adapter to the COM port on the new terminal. If you cannot match COM ports exactly as the old terminal, that’s okay. Please take note of which ports you use for which printer and let the agent know so they can change the settings in the back office.
2. Once the receipt printer is plugged into the terminal and the power outlet, move onto the order printer(s) if applicable. Depending on the cable used, you may need the serial adapter cable that came with the new terminal. Attach the adapter to the serial cable and plug it into the COM port. Please be aware if you need to use the serial adapters sent with the new terminal, match the number on each adapter to the COM port on the new terminal. Ideally you should match the COM port that was previously used.
   Note: If the previous COM port was #4 and the new terminal doesn’t have a COM port 4, plug it into any other available COM port. Use the appropriate adapter number to the COM port. Take note to let the Agent know, so they can change it in the settings. If the printer uses USB, plug into any USB port.
3. If the order printer has been replaced and does not have serial cable, it will need to be connected to the network with an Ethernet cable and switch. The switch should have also been sent with equipment. The switch will have to be located next to the terminal.
4. The switch will need to be connected to the network. You will need to follow the Ethernet cable from the terminal to wherever it’s plugged into. Typically, it’s plugged into a jack on the wall. You will need to unplug the cable from the wall jack and plug it into the switch. The switch will also come with an additional Ethernet cable. Use that cable to plug into the wall jack and the other end into the switch. Now you should have an Ethernet cable from the wall jack to the switch, and another Ethernet cable from the switch to the terminal.
5. The Ethernet cable for the order printer will be plugged into the printer directly, without any adapter.
6. Now, that order printer will be connected to the network, instead of the terminal directly with adapters.

Cash Drawer Replacement

1. Now, it’s time to plug in the cash drawer. There is only one cable and it goes directly into the receipt printer, NOT the terminal. The cash drawer will NOT work if plugged into the terminal. The receipt printer is what kicks the drawer open.
2. If the key is present, open the drawer and remove till insert and either replace with old one or if it doesn’t fit, put everything from the old till into the new one.

PIN Pad Replacement

1. Once the cash drawer is in place, it’s time to move on to the credit card PIN pad. If the PIN pad uses a USB, plug it in any USB port. If the PIN pad is using Ethernet, plug the Ethernet cable from earlier into the new PIN pad.
2. Plug the new power cable into the outlet and PIN pad.
   Note: The power cable is only present for PIN pads using an Ethernet cable.