416.988.6333 / 1-877-490-6333 sales@volantesystems.com
If all POS screens are showing this status, then
there is likely an issue with the site's network.
Please contact your local IT team if the status
keeps connecting and disconnecting.
•If only one POS or very few POSes are
showing this status, please check the Internet
cable’s physical connection via the LAN Port
(Hardware Ports – Figure “D“).
NOTE: If server status is disconnected, credit,
debit and report reconciliation may be affected.
Support Contacts
Can’t resolve your issue? Please call our toll free numbers:
CompassNet IT Contact
Email: Shared.CompassNet@compass-usa.com
Phone: 1-888-777-0680
Volanté Support
Email: support@volantesystems.com
Phone: 1-877-490-6333
1"Server Status
Disconnected“ Message
POS Terminal
Troubleshooting
3
Cash Drawer Does Not Open,
or is “Clicking”
2
4Customer/Back Display
Troubleshooting
If the customer-facing (back) display is not
working, please check the following:
•Check if the display is on, also indicated by the
red power light on the front.
•If it is not on, please check that your power
cables or connections are not loose.
•The power cable is connected to the back of
the display. The other end connects to the 12V
out port (See Hardware Ports – Figure “C”)
•If the power light is on, but the display is still
not working, please check whether the VGA
cable at the back is plugged in properly. For a
visual, see: VGA Port (See: Hardware Ports –
Figure “B“).
5Pin pad
Troubleshooting
If the pin pad is failing to process transactions:
1. Check if the server status is connected or
disconnected; refer to Troubleshooting Point
#1 for how to check server status.
2. Restart the pin pad by pressing the Yellow
button and Asterisk (*) key as shown in the
picture on the right.
3. Once the pin pad restarts, restart the POS
software by going into "Admin Options“. Press
the "Exit/Restart/Minimize POS" button.
6Barcode Scanner
Troubleshooting
Barcode scanners are USB devices powered by
the POS USB Ports
(refer to Figure A –USB 2.0)
:
•If the barcode scanner’s power light is not on,
and the scanner cannot scan items, please
check the connection with the USB port.
•Unplug the cable and plug it in again to
refresh the connection status.
If the cash drawer is not kicking:
1. If you hear clicking, use a key to unjam or unlock the
drawer.
2. Check for paper in the printer. Open the printer and
insert a roll of paper if it is empty.
3. Check for a red light on the printer, and that the lid is
closed. This indicates an issue is present.
4. Check if printer is printing; print the last receipt to test.
5. If receipts do not print, perform a diagnostic test print to
check the status of the printer. To do this:
oTurn the printer OFF using the power button.
oPress and hold the FEED button for 3-4 seconds
and turn the printer ON.
oRelease the FEED button to print a test page.
6. Open the cashier screen. Use the "Open Drawer" button
on cashier screen found under “More Options” to open
the cash drawer.
7. Ensure that the cash drawer cable is not loose; and that
it has is still in the back of the printer/drawer.
Refer to the Back Ports diagram on page 1 to identify
ends of the cash drawer and printer cables.
8. Ensure you are assigned to the drawer.
Power
Open Lid
Paper Indicator
FEED Button
Power Switch
(Below Display)
If a terminal is not on, or touch is not
responding, reboot the POS terminal by holding
the power switch for 10 seconds. The switch
can be found under the terminal’s screen.
