Terminal Freezes or Becomes Unresponsive

If your payment terminal suddenly freezes or becomes unresponsive during use, this guide will help you identify the cause and provide step-by-step instructions to resolve the issue.

Symptoms

• Unresponsive Touchscreen or Buttons: The terminal does not register any input from the touchscreen or physical keys.
• Frozen Display: The screen remains locked on a single image (such as the idle screen, logo, or a specific application) without updating.
• Intermittent Functionality: The device may work for a few seconds before freezing, or it might freeze only when processing certain transactions.
• Delayed Response: There may be a noticeable lag between input and response before the terminal eventually freezes.

Troubleshooting Steps

1. Perform a Soft Reset:

   • Step 1: If the terminal is unresponsive, try pressing and holding the power button for 10–15 seconds.
   • Step 2: Once the device shuts down, wait a few seconds and then press the power button again to restart.

2. Force a Restart:

   • If a soft reset doesn’t work, remove the battery (if possible) and reinsert it after about one minute.

3. Check for Overheating:

   • Step 1: Touch the device to see if it feels unusually warm. Overheating can cause temporary freezes.
   • Step 2: Ensure the terminal is in a well-ventilated area away from direct sunlight or heat sources.
   • Step 3: Allow the device to cool down and then try restarting it.

4. Update Software or Firmware:

   • Surfboard terminals receive over-the-air updates, typically scheduled during the night or when your business is closed. To check if an update is in progress, try restarting the terminal. If the issue persists, please reach out to our support team for assistance.

5. Document and Report the Issue:

   • Step 1: Take note of any error messages, codes, or unusual behaviors that occur before the device freezes.
   • Step 2: Record the steps you’ve taken and any relevant details (such as the time of occurrence or specific transaction types) to assist technical support if needed.

Additional Tips

• Regular Maintenance: Regularly restart your terminal during extended use and install updates promptly to minimize freezing issues.
• Environmental Factors: Ensure the terminal is used in a stable environment free from extreme temperatures and excessive dust.
• User Feedback: Encourage users to report recurrent freezing issues, which might indicate the need for further technical investigation or a hardware service.