If you're having trouble with your N910 device, try the following troubleshooting steps to resolve issue:
Power or battery issues
If your device is not turning on or holding a charge, try the following:
Step 1: Verify that the battery is installed correctly
- Make sure that the terminal is turned off and the power cord is disconnected.
- Turn the terminal upside down and open the battery cover on the bottom of the system.
- Insert the battery plug into the socket. If it's already connected, disconnect the plug and reconnect it again to make sure the connection is tight.
- Place the battery in the battery compartment and replace the battery cover.
Step 2: Charge the battery
- Connect the power cord to the N910 device and plug it into a power source.
- Verify that you see an LED light on the front of the device, to indicate that it's charging.
- Wait at least 2.5 hours before attempting to turn it on. (Don't charge the battery for over 8 hours.)
Step 3: Power on the device
- Once your device has charged, press and hold the power button on the side of the device for 2 seconds to turn it on.
- If the device is still not turning on, or if the battery isn't holding a charge, please contact support for replacement options.
Card read issues
If your device can't read your customers' payment card, try the following:
- Make sure the card or device is placed correctly:
- If the card has a chip, insert the chip card into the slot at the bottom of the terminal. Make sure the front of the card is facing up, with the chip inserted first. Don't remove the card during the transaction.
- If the card doesn't have a chip, swipe the card along the slot on the side of the terminal with the magnetic stripe facing the terminal. Use a smooth motion and uniform speed when swiping.
- For contactless (NFC) payments, tap the card or device on the NFC icon on the front of the terminal and keep it close to the reader during the transaction. The LED indicator will indicate the transaction state until the transaction is complete.
- If your device can't read the customer's card, try entering the card info manually.
- Credit card issues could be caused by any number of things that are out of your control, like an expired card or insufficient funds. If your device can’t read any (or most) cards, though, there may be an issue with the device. Please contact support for additional assistance.
Problems with the receipt printer
If your device won't print a receipt, make sure the paper is loaded correctly and there are no obstructions in the paper compartment. This device uses 2.25" x 5' thermal printer paper rolls (not ink).
- Open the paper roll cover at the top of the device.
- If a paper roll is already loaded, remove the roll and clear out any scraps of shredded paper in the compartment.
- Insert the paper roll into the compartment and pull the roll until about 2 inches of paper extends from the top of the device.
- Hold the end of the paper and close the lid cover until you hear a "click."
- Remove the excess paper by tearing along the serrated edge.
- Try printing the receipt again. If the printer is still not printing, please contact support.