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Test - My device is unresponsive

To establish a clear troubleshooting process for support staff when assisting merchants whose PAX device powers on but fails to boot to the main menu.

M
Written by Mason Moyer
Updated over 3 weeks ago

SOP: PAX Device Powers On but Does Not Boot to Main Menu

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

1. Purpose

To establish a clear troubleshooting process for support staff when assisting merchants whose PAX device powers on but fails to boot to the main menu.

2. Scope

This SOP applies to all National Processing Support agents handling PAX device startup/boot issues.

3. Responsibilities

  • Support Agent: Guide the merchant through step-by-step troubleshooting, document findings, and escalate when needed.

  • Merchant: Follow troubleshooting steps as instructed and report device behavior accurately.

4. Procedure

Step 1: Initial Verification

  1. Confirm the device model (e.g., PAX A80, PAX S80, PAX A920, etc.).

  2. Confirm the symptom: device powers on (screen lights up/logo appears) but does not reach the main menu.

  3. Document issue details in the support log.

Step 2: Power Cycle

  1. Instruct the merchant to disconnect the device from power.

  2. If battery-operated:

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

  3. Reconnect the power source.

  4. Attempt to power on again.

Step 3: Forced Restart

  1. Hold down the Power button for 10–15 seconds.

  2. Release and try to boot again.

  3. If the device remains frozen, attempt another restart while holding down both Power + Function keys (varies by model).

Step 4: Check for Boot Loop or Error Screen

  1. Ask merchant to describe what they see on screen:

    • Stuck on PAX logo

    • Blank screen after logo

    • Error message or code displayed

  2. Note details in the support log for escalation.

Step 5: Confirm Software Status

  1. Ask if any recent updates, downloads, or configuration changes were made.

  2. If device froze during update, inform merchant this may require a firmware reload.

Step 6: Escalation Criteria

If the device does not boot to the main menu after power cycling and forced restart:

  • Escalate to Tier 2 Technical Support for possible firmware reinstallation.

  • If firmware reload fails, initiate RMA (Return Merchandise Authorization) process for replacement.

5. Resolution Communication

  • If device recovers: Confirm functionality and thank the merchant.

  • If escalation/replacement required: Explain the process clearly and provide timelines.

6. Documentation

Agent must record:

  • Merchant name & device model

  • Description of issue (boot failure)

  • Troubleshooting steps taken

  • Outcome (resolved/escalated/replacement initiated)

  • Date, time, and agent initials

7. Escalation

  • Tier 2 Support: Perform firmware reinstallation or advanced diagnostics.

  • Hardware Team: Approve and process RMA if hardware failure confirmed.

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