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🖥️ If you encounter issues while working with your hardware, you should first try some troubleshooting methods. This article provides some troubleshooting tips you can try if you find your hardware isn't working as it should. Take a look at what you can do!

Please Note: Our eTailPet support specialists are not able to help with troubleshooting your devices. We suggest that you purchase approved hardware through our partner POS Guys, as support is included with your purchase.

Compatibility

Please make sure that your hardware devices are compatible with each other and your desired setup. For example, Chromebooks are NOT recommended for use with the system because they will not have full system functionality, e.g. they are not compatible with many printers. If you have existing hardware that you want to use, please make sure it is compatible with any new hardware purchases. 

• The system should NOT be used with Apple products for eTailPet, as they are not compatible with many areas of the software.
• You should be using a Windows 11 device with the latest version of Chrome as your web browser.

Credit Card Readers

If you're experiencing trouble connecting your card readers, here are a few relevant articles:

• P5 Card Reader

• P5: Connecting to the Ethernet

• Adyen and the WiseEasy P5 

• WisePOS E / S700 Card Reader Setup

• S1F2 Card Reader

• Settings: eTailPet Payments Reader

• Basic Hardware Troubleshooting for Card Readers

Scanner

For most scanners, all you need to do is connect it to your device via USB cable. Some models that include features like Wi-Fi or Bluetooth may require some additional basic installation. Follow your manufacturer's instructions for setting it up.

Test Your Scanner

Either watch this video or read the instructions below the video to see how you can test your scanner's functionality:

1. Open any text-editing application such as Notepad or Microsoft Word.
2. Make sure the flashing text cursor appears and is ready to accept input.
3. Scan any UPC (See video above for reference).
4. If the UPC populates in the text editor after initiating the scan, then the Scanner is functioning properly.
5. If the UPC does not appear in the text editor, then the Scanner is not functioning properly. Please review the manufacturer's instructions to troubleshoot.

Test Your Scanner at Checkout

1. Make sure to first test that your scanner is functioning by following the steps above.
2. Log into the eTailPet register.
   
   
3. Go to New Sale in the main menu in the upper left.
4. Click on SCAN UPC / SYSTEM ID and double-check that you see the flashing text cursor.
5. Scan a UPC.
   • If the UPC matches an item in your My Products page (Manage Catalog > My Products), the system will load it into the sale.
   • If the UPC doesn’t match an item in your My Products page (Manage Catalog > My Products), the system will not add anything to the sale.

Cash Drawer

You have two available options for cash drawers:

Automatic Open

Some drawers can be configured to automatically open at the end of a sale. A signal is sent from the receipt printer to the cash drawer. Just connect the cable from the drawer itself to the receipt printer.

Key Open

If you simply use the key to open the drawer when needed, there is no setup required.

Receipt Printer

You should first test out your receipt printer by completing a transaction and printing out the receipt. Click here for the New Sale Tour if you're not sure how to run a transaction.

1. Go to New Sale.

2. Add items for a test transaction.

3. Click on Payment in the lower right.

4. Use a test payment method such as Cash.

5. Once the sale is finalized, you will be taken to the Sale Success page where you can print the receipt. Make sure the settings are configured properly for your printer and click Print Receipt.
   
6. Follow your device's printing process. Make sure the job's Destination is your receipt printer.
   

You may need to make some adjustments to the margins, paper size, etc. Due to the variances between printers, it may take some trial and error to get the sizing right.

Label Printer

Use one of the following methods to print a label. You may need to make some adjustments to the margins, paper size, etc. Due to the variances between printers, it may take some trial and error to get the sizing right. The eTailPet system works best with Zebra printers and uses a label size of 2.5" x 1.5" for both shelf tags and individual product barcode labels.

Label Changes

1. Go to Manage Catalog > Label Changes.

2. Select items by checking individual boxes, or select all items on the page by clicking on the checkbox in the column header.

3. Click Print Selected. This page will populate automatically with new labels when retail price changes occur, or when new inventory is added, or when you manually send label print jobs to the queue (as described in the Inventory Tab section below).

Inventory Tab

1. Go to Manage Catalog > My Products.
2. Click on an item's name to open its details.
3. Click the Inventory tab. Each product has a print label option for each store. 
4. On the far right of the table, under the Print Label column, click on Print corresponding with the store you want to make a label. If you don't see this, it is because you are not logged in with your store login credentials.

Click here to learn how to set up your Zebra label printer.

Related Topics

Hardware Requirements

Hardware Support

POS Troubleshooting

Email Troubleshooting

Basic Hardware Troubleshooting for Card Readers

Frequently Asked Questions

Q: Can I get help troubleshooting my hardware directly from support?
A: No. Because there's such a wide variety of hardware available, support specialists aren't able to help troubleshoot your specific devices. It's recommended you purchase approved hardware through the partner POS Guys, since support is included with that purchase.

Q: Does it matter which hardware I use together?
A: Yes. Make sure your devices are compatible with each other and your setup. For example, Chromebooks aren't compatible with certain printers.

Q: Can I use Apple products?
A: No. This isn't recommended, as Apple products are not compatible with all functions in the software.

Q: I have a question, but I can't find my answer here. How do I get more assistance?

A: You can ask any question at the number listed here. Contact our support team at (323) 370-0738 for the U.S. and (888) 370-2363 for Canada.