Power Issues

Troubleshooting steps for devices experiencing power issues.

Use this when a device is randomly rebooting, showing a blank screen with no device lights, or has no power at all.

Symptoms

You may see one or more of the following:

• Random device reboots
• A blank screen with no device lights
• No power to the device at all

Most likely cause: a loose or broken peripheral connection (cables), or an incorrect device clock causing a scheduled reboot at the wrong time.

Before you start

• Devices — hardwired or mobile — need both power and an internet connection to operate. Confirm which kind of power issue you're seeing before choosing a path below.

Pick the correct path

1. Inconsistent power connection — the device is intermittently powered, or loses power at random.
2. Reboots at the same time every day — the device reboots on a predictable daily schedule.

1) Inconsistent power connection

1

Check the cables

If your site setup permits, follow the cables from the back of the device. Make sure the backplate and all cables are firmly seated. Reconnect or secure anything loose.

• If a peripheral is broken, get its part number (P/N) and replace it.

2

Test the outlet

Confirm the power outlet is functional. Switch to a known-working outlet to test.

3

Isolate the device

If your site setup permits, move the device — without its cables — to a known-working station.

• If the issue follows the device, the device itself is likely the cause and may need replacement.
• If the issue does not follow the device, one of the peripheral cables is the cause — isolate further to find which one.

✅ Issue fixed — stop here. ❌ Still not working — continue to escalation below.

2) Reboots at the same time every day

1

Check the device's time setting

Verify the device's time is set correctly — check in VHQ (as the VHQ admin) or in the device settings. An incorrect 24-hour clock can cause the device to reboot midday instead of overnight.

✅ Issue fixed — stop here. ❌ Still not working, or the time is already correct — continue to escalation below.

Still not working? Contact the Helpdesk

If the time needs correcting and you can't fix it yourself, or the issue isn't resolved above, contact your Merchant Services Provider or, if applicable, the Verifone Helpdesk.

Keywords

Also called: device won't power on, random reboots, no power, power cycling. Search terms: power issues, inconsistent power, daily reboot.