SimpleTouch Point of Sale™ is a very solid system and will run flawlessly without any problems most of the time. In rare cases, other problems such as hardware problems might affect the performance or the operation of SimpleTouch Point of Sale™.

Most of the problems can be fixed by just rebooting the SimpleTouch Point of Sale™ station, but if this did not work then you can call our technical support team to resolve your issue.

Also you can troubleshoot the issue yourself for the following issues:

POS Computer does not start up

Possible Issue Possible Causes and Suggested Fixes
Electrical Make sure that the computer has electrical power.
Cable Make sure that the power cable is securely plugged in to the computer.
Power Supply If the power and cable are okay, then the computer's power supply might be busted. You need to call the computer manufacturer to fix it.

SimpleTouch POS program does not start up

Possible Issue Possible Causes and Suggested Fixes
Operating System Restart the computer and try again. Install all Operating System patches from Microsoft.
Software Make sure the software is installed correctly, and configured correctly.
License Make sure that the software is licensed.

SimpleTouch POS Database Connection Problem

Possible Issue Possible Causes and Suggested Fixes
Operating System Make sure the operating system is configured correctly for the network.
Software Make sure the software is installed correctly, and configured correctly.
Network Make sure that the network is functioning correctly.

 

SimpleTouch POS Network Problem

Possible Issue Possible Causes and Suggested Fixes
Operating System Make sure the operating system is configured correctly for the network.
Software Make sure the software is installed correctly, and configured correctly to the correct database server.
Network Make sure that all network components, such as cables, switches, routers, or wireless devices are functioning and configured correctly. Also make sure that you can ping the database server from the client station. Make sure that you can connect to server TCP port 1433 from client.

SimpleTouch POS Internet Problem

Usually our systems are pre-configured not to allow the users to browse the Internet via a web browser. But if you have X-Charge installed for processing credit cards transactions over the Internet, then X-Charge requires access to the Internet, and still users do not need to be able to access the Internet via a web browser. We have prevented web browsing to protect the station from viruses that might be downloaded from the Internet.

Possible Issue Possible Causes and Suggested Fixes
Operating System Make sure the operating system is configured correctly for the network.
Software Make sure that X-Charge is installed correctly, and configured correctly. Please call our tech support or you can X-Charge technical support to verify Internet connectivity.
ISP Make sure that you have Internet from your ISP. Maybe the problem is not related to your internal network, and it is related to your ISP.


SimpleTouch POS Virus / Adware Problem

Part of our support plan, we install a professional anti-virus on your machine (AVG 2011 Pro) and an Anti-Adware and Anti-Spyware (Spybot Search & Destroy 1.6).

Possible Issue Possible Causes and Suggested Fixes
Software Make sure the software is installed correctly, and configured correctly.
License Make sure that the software is licensed. AVG requires a license every year. We need to update the license key every year in order for AVG to continue functioning correctly.


Scanner does not scan anymore

Possible Issue Possible Causes and Suggested Fixes
Hardware Make sure that the scanner is connected to the USB 2.0 port and it is secure in it. If the cable is secure in the USB 2.0 port, try changing the USB 2.0 location and try another USB 2.0 port.  If still did not work, try rebooting your station. If still did not work, remove the scanner and try it on another station or computer.
Software If you have a serial port (RS-232) scanner then make sure that the scanner software is running and configure correctly to receive data.
Cable Make sure that the scanner cable is secure from the scanner side.
Programming If the scanner light is on, but it does not scan, or scans one time then stops, then the scanner need to be reprogrammed. Please contact our technical support for assistance.


Scanner scans but Items are not found

Possible Issue Possible Causes and Suggested Fixes
Software Make sure that the item is already in the system.
Programming The scanner my have resetted its programming and translating the barcode symbology to the default value. We program our scanners with EAN13 symbology. Please contact our technical support for assistance.


Pole Display does not display anything

Possible Issue Possible Causes and Suggested Fixes
Power Make sure the pole display power button is turned on. If it is on, then check if the USB power cable or the auxiliary power supply is connected to it.
Software Make sure the software is configured to communicate to the pole display on the correct port number. Restart SimpleTouch Point of Sale™ application or reboot your station.
Assembly Make sure that the pole display is assembled correctly.


Pole Display does not show what is it supposed to show

Possible Issue Possible Causes and Suggested Fixes
Hardware Turn off the pole display then turn it on. Restart SimpleTouch Point of Sale.
Compatibility If the pole display is not certified by SimpleTouch Point of Sale™, then it might not function correctly with the program (We support only EPSON compatible pole displays). Please purchase a certified pole display from DigiComm Solutions.


Credit Card Magnetic Card Reader is not functioning properly

Possible Issue Possible Causes and Suggested Fixes
Hardware Make sure that the USB cable is connected securely to the USB 2.0 port. If it is, then try another USB 2.0 port. If problem persist then reboot your station. If problem persists after rebooting then try the magnetic on another station or computer.
Misuse Maybe the user is swiping the credit card in the wrong direction. Please verify that the user is swiping the credit card correctly.
Compatibility If the magnetic card reader is not certified by SimpleTouch Point of Sale™, then it might not work correctly with our application. Please purchase a certified magnetic card reader from DigiComm Solutions.


Receipt Printer is not turned on

Possible Issue Possible Causes and Suggested Fixes
Power Make sure that the power supply is plugged into a power source.
Misuse Make sure the power button is turned on.


Receipt Printer is not printing correctly

Possible Issue Possible Causes and Suggested Fixes
Hardware Turn the receipt printer off then turn it on. Please try to print the receipt again. If not, then restart the station.
Software Make sure the printer drivers are installed correctly.
Compatibility If the receipt printer is not certified with SimpleTouch Point for Sale™, then it might not function correctly (we support EPOSON, and Star receipt printers). Please purchase a certified receipt printer from DigiComm Solutions.


The electronic scale is not working

Possible Issue Possible Causes and Suggested Fixes
Hardware Make sure that the serial cable is connected securely to the RS-232 COM port. If problem persist then reboot your station.
Power Make sure the electronic scale is turned on, or connected to power source.
Compatibility Currently we support only Torrey 40L electronic scale, if you do not have this scale then SimpleTouch Point of Sale™ will not work with it. Please purchase a certified electronic scale from DigiComm Solutions.


The computer is starting up but I cannot see anything on the monitor

Possible Issue Possible Causes and Suggested Fixes
Hardware Make sure that the monitor cable is connected.
Power Make sure that the power button for the monitor is turned on (if applicable). Make sure that the monitor is connected securely to a power source (if applicable).


The touch screen is acting weird

Possible Issue Possible Causes and Suggested Fixes
Hardware If the cursor is not changing position when touching the screen, this could be a USB problem or monitor hardware problem. Try to connect the USB 2.0 cable correctly.
Software Make sure the touch screen software is installed correctly.


I have push hard on the touch screen in order for it to respond

Possible Issue Possible Causes and Suggested Fixes
Hardware Usually this means that your touch screen surface is going bad and it is time to replace your touch screen monitor.
Software Try to recalibrate the touch screen from the calibration software.


The touch screen is not working

Possible Issue Possible Causes and Suggested Fixes
Hardware Make sure that the USB 2.0 monitor cable is securely connected to a functioning USB 2.0 port.
Software Make sure the touch screen software is installed and running with correct calibration.


Cash Drawer does not Open after the Sale

Possible Issue Possible Causes and Suggested Fixes
Hardware Make sure that the cash drawer is not locked by the key. If you hear a click from the drawer without opening, this means that the drawer is locked or have something inside that obstructing its way to kick out. Try using the key to open the drawer. Remove the obstruction if necessary. If you do not hear the drawer click maybe the cable between the drawer and the receipt printer is not connected. Please make sure the cable is connected correctly.
Out-of-paper If your receipt printer is out-of-paper then it will not kick the drawer out. Please put
Power Maybe the receipt printer is turned off.
Compatibility The receipt printer is not compatible with the drawer. You need to get a compatible drawer that works correctly with the receipt printer.


Cash Drawer does not open when we hit F2

Possible Issue Possible Causes and Suggested Fixes
Hardware See "Cash Drawer does not open after sale"
Software Make sure that your logged in user has permission to open the cash drawer with F2 function key.


Cash Drawer is jammed

Possible Issue Possible Causes and Suggested Fixes
Hardware Cash drawer is locked by the key, or there is an obstruction inside the drawer. Try opening the drawer using the key, if it did not open, then try to release it via a screw driver. If you are not familiar with the cash drawer, please contact our technical support for assistance.


Cash Drawer is jumping out of its track and falling on the floor

Possible Issue Possible Causes and Suggested Fixes
Hardware The cash drawer internal stopper is not working properly. You need to purchase a new cash drawer. Remember to purchase a compatible cash drawer that works with your receipt printer, otherwise, they will not function properly.


UPS is always beeping

Some packages may contain an Uninterruptable Power Supply (UPS) that ships with the system. This UPS is used to provide power and protection for the station in case of power failure or power surge.

Possible Issue Possible Causes and Suggested Fixes
Power You have power failure, or the power breaker fault. The other reason is that the backup battery needs replacement. The normal length of service for an APC UPS is between 3-5 years.


UPS software is complaining about the UPS is not plugged in

Possible Issue Possible Causes and Suggested Fixes
Hardware The USB data cable is not connected to the station or it is missing. Reconnect the USB data cable from the UPS to the station.
Software The UPS software is not form the same manufacturer of the UPS.


SimpleTouch POS has froze and cannot do anything

In rare cases, SimpleTouch Point of Sale™ might freeze. This could happen for the following reasons:

Possible Issue Possible Causes and Suggested Fixes
Hardware A hardware connected to the station is causing the lock. Reboot the station.
Software A problem with SimpleTouch POS™ might caused the hang. You can kill the SimpleTouch POS process from the Task Manger or just restart the station. If the problem is not resolved then please contact our technical support team.