PDQ Troubleshooting

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Common PDQ Issues

Quick solutions for the most frequently encountered PDQ hardware and software issues.

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Connection Problems

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Network Connectivity Issues

Symptoms: Device cannot connect to internet or Tiquo servers Diagnostic Steps:

1. Check Wi-Fi signal strength and stability
2. Verify Wi-Fi password and network settings
3. Test internet connectivity with other devices
4. Check firewall settings for Tiquo and Stripe traffic

Solutions:

• Wi-Fi Reset: Forget and reconnect to Wi-Fi network
• Network Restart: Restart router and modem
• Ethernet Alternative: Use ethernet connection if Wi-Fi is unstable
• Network Configuration: Contact IT administrator for network settings

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Tiquo Server Connection

Symptoms: Device connects to internet but not Tiquo services Diagnostic Steps:

1. Check Tiquo platform status
2. Verify device is registered to correct business account
3. Test connection from web dashboard
4. Check for firmware updates

Solutions:

• Account Verification: Verify device registration in web dashboard
• Firmware Update: Check for and install firmware updates
• Account Sync: Re-sync device with business account
• Support Contact: Contact Tiquo support for server-side issues

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Payment Processing Issues

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Transaction Failures

Symptoms: Payments fail to process or show errors Common Causes & Solutions:

• Network Issues: Verify stable internet connection
• Card Problems: Try different payment cards to isolate issue
• Stripe Status: Check Stripe account status and connectivity
• Amount Limits: Verify transaction amount meets minimum/maximum requirements
• Customer Funds: Confirm customer has sufficient funds available

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Slow Transaction Processing

Symptoms: Payments take longer than expected to process Solutions:

1. Network Speed: Test and improve internet connection speed
2. Server Load: Check if issue occurs during peak business hours
3. Device Restart: Restart PDQ device to clear temporary issues
4. Stripe Optimization: Contact Stripe support for processing optimization

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Receipt Problems

Symptoms: Receipts not printing or incorrect information Solutions:

• Paper Check: Verify receipt paper is loaded and not jammed
• Printer Maintenance: Clean receipt printer mechanism
• Content Configuration: Verify receipt template configuration
• Print Settings: Check print quality and density settings

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Hardware Issues

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Device Unresponsive

Symptoms: Touchscreen not responding or device frozen Solutions:

1. Soft Reset: Hold power button for 10 seconds to restart
2. Hard Reset: Unplug power and reconnect after 30 seconds
3. Screen Cleaning: Clean touchscreen with appropriate cleaning materials
4. Temperature Check: Ensure device isn’t overheating

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Physical Damage

Symptoms: Cracked screen, damaged card reader, or other physical issues Solutions:

1. Safety Assessment: Ensure device is safe to use
2. Temporary Replacement: Switch to backup device if available
3. Hardware Inspection: Document damage for warranty or insurance claims
4. Replacement Request: Contact Tiquo support for hardware replacement

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Card Reader Problems

Symptoms: Cards not reading properly Solutions:

• Reader Cleaning: Clean card reader slot with appropriate cleaning materials
• Card Testing: Test with multiple different cards
• Magnetic Stripe: Try swiping instead of inserting for chip card issues
• Contactless Test: Test contactless payments if chip reading fails

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Software Issues

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Firmware Problems

Symptoms: Device behaves unexpectedly or shows error messages Solutions:

1. Firmware Update: Check for and install latest firmware version
2. Factory Reset: Reset device to factory settings and reconfigure
3. Configuration Backup: Restore previous working configuration
4. Support Escalation: Contact Tiquo support for firmware issues

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Integration Issues

Symptoms: Device not syncing with Tiquo platform Solutions:

• Account Verification: Verify device is registered to correct account
• Permission Check: Ensure device has necessary permissions
• Manual Sync: Force synchronization from device settings
• Platform Status: Check Tiquo platform status for service issues

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Maintenance Procedures

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Daily Maintenance

• Screen Cleaning: Clean touchscreen with microfiber cloth
• Card Reader: Clean card reader slot to prevent dust buildup
• Receipt Paper: Check paper levels and replace as needed
• Connection Check: Verify network connectivity at start of business day

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Weekly Maintenance

• Deep Cleaning: Thorough cleaning of device exterior and components
• Cable Inspection: Check power and ethernet cables for damage
• Software Updates: Check for and install any available updates
• Performance Review: Review transaction logs for any error patterns

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Monthly Maintenance

• Configuration Backup: Backup device configuration settings
• Performance Analysis: Analyze device performance metrics and trends
• Security Review: Review security settings and access logs
• Hardware Inspection: Inspect device for wear or potential issues

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Emergency Procedures

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Device Failure During Business Hours

1. Switch to Backup: Use backup PDQ device if available
2. Manual Processing: Process payments manually and record for later entry
3. Customer Communication: Inform customers about payment processing delays
4. Issue Documentation: Document issue details for support team

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Network Outage

1. Offline Mode: Use device offline capabilities if available
2. Alternative Processing: Use backup payment processing methods
3. Transaction Queue: Queue transactions for processing when connection returns
4. Customer Options: Offer alternative payment methods or scheduling

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Security Incidents

1. Device Isolation: Immediately disconnect device from network if compromised
2. Incident Reporting: Report security incidents to Tiquo support immediately
3. Customer Notification: Notify affected customers if personal data is involved
4. Recovery Procedures: Follow incident response and recovery procedures

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Escalation & Support

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When to Contact Support

• Hardware Failures: Any hardware malfunction or damage
• Persistent Software Issues: Software problems that persist after basic troubleshooting
• Security Concerns: Any suspected security issues or breaches
• Configuration Problems: Issues with complex configuration settings

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Support Information

• Email Support: [email protected]
• Emergency Support: Priority support line for urgent payment processing issues
• Device Serial Number: Have device serial number ready when contacting support
• Error Documentation: Document error messages and symptoms for faster resolution

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Information to Provide

• Device Information: Model, serial number, and firmware version
• Error Details: Exact error messages and when they occur
• Network Information: Network setup and connectivity details
• Recent Changes: Any recent configuration changes or updates
• Business Impact: How the issue affects business operations