POS Hardware Troubleshooting Guide

For Internal Use Only 


Issue:: My iPad seems to be experiencing general performance issues

  1. Ensure the device is not running on a low battery. 

  2. Reboot the device by holding down the home and sleep button until the device shuts off and the Apple logo appears.

  3. Delete and reinstall ACME Sales

  4. Factory rest the iPad


Issue: My iPad is not connecting over ethernet

  1. Ensure Wi-Fi is turned off on the iPad

  2. Check that the following items are securely plugged into the iPad:

    1. Power

    2. Ethernet cable into the Ethernet adapter

    3. Ethernet adapter into a USB Hub or adapter

    4. USB Hub or adapter into the iPad

  3. Check that the Ethernet sub-menu is available in the iPad settings. Drill into this menu to confirm that the iPad is getting an IP address

  4. Contact your network administrator if you are still unable to connect to the internet 


Issue: I am unable to connect to my Epson receipt printer (ethernet)

  1. Power cycle the receipt printer

  2. Confirm the printer is plugged in and connected to the same local network as the iPad.

  3.  In ACME Sales, go to Configuration>Printer: Receipt and confirm the receipt printer is connected on the left-hand side. Select “Epson” from the picklist and Press the “rescan” button if you do not see any printers. Select the IP address from the list of printers and press the “test” button to ensure the printer is working

  4. Contact your network administrator if you are not able to see any local printers after scanning. 


Issue: I am unable to connect to my BOCA ticket printer (ethernet)

  1. Confirm the printer is plugged in and connected to the local network

  2. Power cycle the BOCA printer wait, ~30 seconds then press the “Test” button on the BOCA printer. If the IP address is all 0s, contact IT.

  3. In ACME Sales go to Configuration>Printer: Tickets and select BOCA from the picklist. Enter the IP address exactly as it appears from the test ticket in step 1. Be sure to select 200 or 300 DPI based on your printer then press the “test” button in ACME Sales  to ensure the printer is working

  4. Contact your IT admin if the printer is still not responding. 


 Issue: I am unable to connect to my Bluetooth printer

  1. Power cycle the iPad and the printer

  2. Go to Bluetooth settings on iPad and…

    1. Look for (device serial number) Forget This device if it is showing as connected or not connected

    2. Turn Bluetooth antenna off and on

    3. Re-pair the device under the list of available devices

    4. If the device does not appear, make sure it is not already paired with another terminal

  3. In ACME Sales go to Configuration Printer: (Receipts or Tickets), select Epson or BOCA from the picklist, then press the Rescan button. Your paired printers should appear

  4. Press the Test button at the top of the screen to ensure the printer is paired.


Issue: My cash drawer will not kick open during cash sales

  1. Check that the cash drawer is not currently locked

  2. Go to ACME Sales Configuration>Printer Receipts and check that “Enable Kick Drawer” is toggled on (green)

  3. Confirm that the receipt printer is connected properly as the cash drawer is dependent on the receipt printer functioning

  4. Check that the cable connecting the receipt printer and the cash drawer is securely plugged in, not overly taught and does not appear damaged.

  5.  If possible switch the cash drawer or the cable to the drawer to isolate any hardware failure.


Issue: My receipt or ticket is not printing correctly.

  1. Ensure that the ticket or receipt media is properly loaded into the printer

  2. Verify that the expected ticket layout is mapped to their current event


Issue: I am unable to connect to my EMV card reader

  1. Reset the card reader by holding down the yellow and # keys for several seconds. The IP address will be available on the boot screen. More detailed explanation here. If the IP address is blank or repeating generic numbers, contact your network administrator.

  2. In ACME Sales, go to Configuration>Chip card reader. Select Remove to clear out any old entries and enter the IP address from Step 1. Then select enter.

  3. If the device does not connect, ensure the iPad is on the same wired network as the EMV. Contact the network admin if the two devices are not communicating.