{"title":"Keypad failure","category":"default","creationDate":1556179680,"content":"<p>The keypad is failing or a key is a stuck, which results in the terminal making a constant noise.<\/p>\n<h2>Run the keypad test<\/h2>\n<ol>\n<li>Test the keypad as described in the <a href=\"\/point-of-sale\/pos-troubleshooting\/hardware-tests\">hardware diagnostics documentation<\/a>.<\/li>\n<li>If the test fails, contact our Support team.<\/li>\n<\/ol>\n<p>If the hardware test is inconclusive, continue with the next solution.<\/p>\n<h2>Solution: Restart the terminal<\/h2>\n<p>Turn off the terminal, then turn it on again:<\/p>\n<ul>\n<li><a href=\"\/point-of-sale\/pos-troubleshooting\/terminal-turns-on\/admin-pin\">Open the Admin menu<\/a> and select <strong>Reboot<\/strong> or <strong>Power off<\/strong>.<br \/>\nOr you could disconnect and reconnect the power cord (on tethered terminals), or hold down the <strong>Cancel<\/strong> key <strong><img alt=\"\" src=\"\/images\/6\/2\/0\/e\/0\/620e0c5c343676dd2b947bbdb1573f7eebc3caf7-cancel2x.png\" \/><\/strong> (on battery-powered terminals).<\/li>\n<\/ul>\n<p>If this doesn't solve the problem, you need to replace the terminal.<\/p>\n<h2>Return or replace the terminal<\/h2>\n<p>Follow the <a href=\"\/point-of-sale\/managing-terminals\/order-terminals#return-or-replace-terminals\">instructions to return the terminal<\/a> to Adyen. If you are using our Terminal Replacement Service, you can request a replacement terminal in the same order.<\/p>\n<p>After you have submitted your return or replacement order, you cannot make changes but you can <a href=\"\/point-of-sale\/managing-terminals\/order-terminals#cancel-request\">cancel the order<\/a> if we haven't processed it yet.<\/p>\n<p>If you ordered a replacement terminal, you can <a href=\"\/point-of-sale\/managing-terminals\/order-terminals#track-delivery\">track the terminal delivery<\/a>.<\/p>\n<h3>Contact our Support team<\/h3>\n<p>If the above did not solve the problem, or if you need to change your return or replacement order, contact us directly.<\/p>\n<div style=\"text-align: center;\">\n<div class=\"next-steps\" id=\"next-steps\" style=display:block;>\n<a href=\"https:\/\/ca-test.adyen.com\/ca\/ca\/contactUs\/support.shtml?form=other\" class=\"next-steps__step\" style=\"width:45%;\" target=\"_self\"><p class=\"next-steps__body\"><p><strong>Submit a Support request<\/strong><\/p><img src=\"\/user\/themes\/adyen\/images\/illustrations\/email.svg\"><p>for specialized help<\/p><\/p><\/a><\/div>\n\n<\/div>\n<p><a href=\"\/point-of-sale\/pos-troubleshooting\/terminal-turns-on\" class=\"adl-button adl-button--secondary\">Previous step<\/a><\/p>","url":"https:\/\/docs.adyen.com\/point-of-sale\/pos-troubleshooting\/terminal-turns-on\/keyboard-failure","articleFields":{"description":"A key is stuck and\/or the terminal makes a constant noise.","last_edit_on":"14-05-2019 16:33"},"algolia":{"url":"https:\/\/docs.adyen.com\/point-of-sale\/pos-troubleshooting\/terminal-turns-on\/keyboard-failure","title":"Keypad failure","content":"The keypad is failing or a key is a stuck, which results in the terminal making a constant noise.\nRun the keypad test\n\nTest the keypad as described in the hardware diagnostics documentation.\nIf the test fails, contact our Support team.\n\nIf the hardware test is inconclusive, continue with the next solution.\nSolution: Restart the terminal\nTurn off the terminal, then turn it on again:\n\nOpen the Admin menu and select Reboot or Power off.\nOr you could disconnect and reconnect the power cord (on tethered terminals), or hold down the Cancel key  (on battery-powered terminals).\n\nIf this doesn't solve the problem, you need to replace the terminal.\nReturn or replace the terminal\nFollow the instructions to return the terminal to Adyen. If you are using our Terminal Replacement Service, you can request a replacement terminal in the same order.\nAfter you have submitted your return or replacement order, you cannot make changes but you can cancel the order if we haven't processed it yet.\nIf you ordered a replacement terminal, you can track the terminal delivery.\nContact our Support team\nIf the above did not solve the problem, or if you need to change your return or replacement order, contact us directly.\n\n\nSubmit a Support requestfor specialized help\n\n\nPrevious step","type":"page","locale":"en","boost":16,"hierarchy":{"lvl0":"Home","lvl1":"In-person payments","lvl2":"Troubleshooting terminals","lvl3":"Terminal turns on","lvl4":"Keypad failure"},"hierarchy_url":{"lvl0":"https:\/\/docs.adyen.com\/","lvl1":"https:\/\/docs.adyen.com\/point-of-sale","lvl2":"https:\/\/docs.adyen.com\/point-of-sale\/pos-troubleshooting","lvl3":"https:\/\/docs.adyen.com\/point-of-sale\/pos-troubleshooting\/terminal-turns-on","lvl4":"\/point-of-sale\/pos-troubleshooting\/terminal-turns-on\/keyboard-failure"},"levels":5,"category":"In-person payments","category_color":"green","tags":["Keypad","failure"]}}