DISH Order Terminal: common issues and troubleshooting

Diaa Elhimdi Updated by Diaa Elhimdi

Below are some common hardware issues associated with the Sunmi T5930, along with troubleshooting steps to help resolve them.

Touchscreen Not Responding

  • Symptoms: The touchscreen is unresponsive, or there are dead zones on the screen.
  • Possible Causes:
    • Software glitch or lag.
    • Screen protector or dirt on the screen.
    • Touchscreen hardware failure.
  • Troubleshooting Steps:
    • Restart the device: A simple restart can often resolve touchscreen issues.
    • Clean the screen: Ensure the screen is free of obstructions such as dust or fingerprints.
    • Test with different apps: Check if the issue is specific to certain applications.
    • Touch calibration: If available, attempt to reset or recalibrate the touchscreen.
    • Factory reset: If the problem persists, perform a factory reset (after backing up data) to eliminate software issues :
      • Please make sure the device is turned off.
      • Press and hold the power button and the volume down button until a flower icon appears on the screen, then release the buttons.
      • Please select Reset and confirm by tapping ok.
    • Hardware inspection: If none of the above solutions work, the touchscreen may need replacement. (Please open a Helpdesk ticket for DISH Order HERE)

    Battery Issues (Charging Problems, Short Battery Life)

  • Symptoms: The device won’t charge, or the battery drains rapidly.
  • Possible Causes:
    • Faulty charging port.
    • Damaged or degraded battery.
    • Power-hungry apps running in the background.
  • Troubleshooting Steps:
    • Check the charging cable/adapter: Ensure the charger is functioning properly. Try using another charger to rule out a faulty cable.
    • Inspect charging port: Confirm that there’s no debris or dust obstructing the charging port.
    • Update software: Ensure the device is running the latest firmware, as older versions may contain power management bugs.
    • Battery health: If the battery is several years old or shows signs of wear, it may require replacement.

    Overheating

  • Symptoms: The device becomes hot during normal use or while charging.
  • Possible Causes:
    • Intensive applications running in the background.
    • Charging while using the device intensively.
    • Faulty battery or internal hardware malfunction.
  • Troubleshooting Steps:
    • Avoid charging while using the device: Charging can cause the device to heat up, especially during intensive tasks.
    • Allow cooling: If the device overheats, turn it off and allow it to cool down.
    • Check whether any other apps are installed- uninstall them

    Wi-Fi/Bluetooth Connectivity Issues

  • Symptoms: Inability to connect to Wi-Fi or Bluetooth devices, or experiencing poor signal strength.
  • Possible Causes:
    • Software or firmware issues.
    • Hardware failure of the Wi-Fi/Bluetooth chip.
    • Interference from other devices.
  • Troubleshooting Steps:
    • Restart the device: This can often resolve temporary connectivity issues.
    • Check router settings: If you’re experiencing Wi-Fi issues, ensure your router is functioning correctly and that the appropriate network is available.
    • Toggle Airplane mode: Turn airplane mode on and off to reset all connections.
    • Test with other devices: Try connecting other devices (such as a smartphone or tablet) to the same Wi-Fi network to rule out a network issue.
    • Update firmware: Ensure the Sunmi T5930 is running the latest firmware or software updates.
    • Hardware failure: If none of the above solutions work, the Wi-Fi/Bluetooth module may be faulty and require replacement.

    Printer Not Working

  • Symptoms: The thermal printer does not print, prints incorrectly, or produces poor quality output.
  • Possible Causes:
    • Out of paper or incorrectly loaded paper.
    • Print head clogged or damaged.
    • Software issue or incorrect printer settings.
  • Troubleshooting Steps:
    • Check paper: Ensure that paper is loaded correctly in the printer.
    • Clean the print head: Gently clean the print head with a soft cloth. Dirt or paper debris can block the print head, leading to poor quality or no printing.
    • Reboot the device: A quick reboot may resolve software-related printing issues.
    • Test print: Attempt to print a test receipt to determine if the issue is app-specific.
    • Check software settings: Ensure that the print settings in the POS software are configured correctly.
    • Adjust the print density, please follow these steps:
      1. Navigate to the settings menu and scroll down.
      2. Select “innerprinter”.
      3. Choose “print density”.
      4. Set the density to 130%.

When to Contact Support or Service Center

If you have followed all the troubleshooting steps and the issue persists, it may indicate a more serious hardware failure. In such cases, we recommend reaching out to Customer Support for assistance. If your hardware is still under warranty, we will take care of the replacement at no cost to you.

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