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Test - The device is not powering on

M
Written by Mason Moyer
Updated over 3 weeks ago

Here’s a Standard Operating Procedure (SOP) draft for handling a PAX device that will not power on:

SOP: Troubleshooting a PAX Device That Will Not Power On

Department: Technical Support
​Prepared By: [Your Name]
​Effective Date: [Insert Date]
​Version: 1.0

1. Purpose

This SOP provides a step-by-step process for support agents to follow when a merchant reports that their PAX payment terminal will not power on.

2. Scope

Applies to all National Processing Support staff assisting merchants with PAX device power issues.

3. Responsibilities

  • Support Agent: Troubleshoot the issue with the merchant, guide them through corrective steps, and determine if escalation or replacement is required.

  • Merchant: Perform troubleshooting steps under guidance and provide accurate details on device condition.

4. Procedure

Step 1: Initial Verification

  1. Greet the merchant and confirm device model (e.g., PAX A80, PAX S80, PAX A920, etc.).

  2. Confirm symptoms: device does not turn on, no display, or no charging indicators.

  3. Document the issue in the support log.

Step 2: Basic Power Checks

  1. Verify the device is connected to a power source (wall outlet or base).

    • Ensure outlet is functional (plug another device in to test).

    • If on a power strip, confirm it is switched on.

  2. Confirm that the power cable and adapter are properly connected and undamaged.

  3. If using a charging base, ensure the device is correctly seated and making contact.

  4. Ask the merchant to try a different power outlet if available.

Step 3: Battery & Hardware Reset

  1. If device is battery-operated (e.g., PAX A920):

    • Remove the battery (if accessible), wait 30 seconds, and reinsert.

    • Attempt to power on again.

  2. Perform a forced restart:

    • Press and hold the Power button for at least 10–15 seconds.

    • Release and attempt to power on normally.

  3. Check for any visible signs of damage to the device, screen, or ports.

Step 4: Escalation Criteria

If the device still does not power on:

  • Confirm with merchant whether an alternate power cable/adapter is available for testing.

  • If no success, escalate to Tier 2 Technical Support or Hardware Replacement Team.

Step 5: Resolution Communication

  1. Inform the merchant of next steps:

    • If fixed: confirm device is working and thank them for their patience.

    • If unresolved: advise them of replacement process or repair ticket submission.

  2. Document all troubleshooting steps taken in the support log.

5. Documentation

Support agent must log the following:

  • Merchant name & device model

  • Reported issue

  • Troubleshooting steps completed

  • Outcome (resolved/escalated/replacement initiated)

  • Date, time, and agent’s initials

6. Escalation

If unresolved after steps above:

  • Escalate to Tier 2 Technical Support for advanced diagnostics.

  • If confirmed hardware failure, initiate RMA (Return Merchandise Authorization) process.

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