Troubleshooting a Dejavoo Z11 payment terminal displaying a 'Hardware Error'. Diagnose potential causes and non-invasive solutions for retail environments.
Using a non-original power supply can cause issues due to incorrect voltage or amperage.
Environmental factors can affect electronic components and cause malfunctions.
Physical damage can indicate internal component damage and explain the error.
The 'Hardware Error' message on a Dejavoo Z11 suggests a failure detected during the terminal's power-on self-test (POST) or during regular operation. This can stem from voltage irregularities, ESD (electrostatic discharge) damage, or corrupted firmware. The device's internal diagnostic routines flag hardware components or communication channels failing to meet operational parameters.
Do not attempt to open the Dejavoo Z11 terminal. This will void the warranty and may trigger internal anti-tamper mechanisms, rendering the device permanently unusable. Ensure the power outlet is easily accessible for quick disconnection in case of emergency. Avoid using the terminal in humid environments or near flammable materials. Never use abrasive cleaners or solvents on the terminal. Use Safe Handling (unplugging) procedures.
To prevent future hardware errors, ensure the Dejavoo Z11 is placed on a stable, dry surface, away from potential sources of liquid spills or physical damage. Implement proper cable management to prevent strain on connections. Regularly clean the touchscreen with a soft, dry cloth to remove dirt and grime. Consider using a surge protector to protect the terminal from power fluctuations. Minimize static electricity discharge by using anti-static mats, especially in dry environments.
Before contacting support, note the exact error message displayed on the screen. Some 'Hardware Error' messages have specific sub-codes that can help diagnose the problem. If the terminal is equipped with an external PIN pad, try disconnecting and reconnecting it to rule out communication issues between the terminal and the PIN pad. Consider environmental ESD during dry months, and wipe down the terminal (externally only!) with an anti-static wipe periodically.