The terminal keeps turning itself off

Two different problems look the same from across the counter. Check the battery before you do anything else — it tells you which one you have.

Which one is it?

If the battery is draining

A power strip or a computer USB port typically can’t supply enough power to keep a terminal charged, even though it looks like it’s charging.

1. Move it to a wall outlet, using the original power adapter.
2. Leave it there a while, then check the battery percentage again.
   What matters is whether the number is going up — not what it currently says. A charging device can sit at 0% for a while.
3. If it’s still not climbing, do a full power cycle.
   Unplug it, hold the power button until you get Power off, leave it off for five minutes, then plug it back in.

If it was in a power strip or a computer port, that was it — on a wall outlet it should hold charge from now on. If it’s on a wall outlet with the original adapter and the charge still falls, contact us.

If it’s charged and still turning itself off

A terminal that is properly plugged in and holding charge should not shut down on its own. Some do — often overnight, so the store finds it off first thing in the morning.

This one isn’t worth troubleshooting. It’s the device itself, not how it’s plugged in.

Contact DealerWorks Support and we’ll arrange a replacement. Have this ready:

• The terminal’s serial number — we can’t order a replacement without it
• What it’s plugged into, so we can rule the power out
• Roughly when it shuts down — overnight, mid-shift, at random

See What happens after a replacement is ordered for what comes next.

Related: Terminal trouble — start here · Should we leave them plugged in? · What happens after a replacement is ordered · Find your terminal’s name