This guide provides troubleshooting steps for Snackpass D4 and B4 Registers.
D4: Dual-screen register with an employee-facing screen and a customer-facing screen.
B4: Single-screen register.
Note: The troubleshooting steps in this guide apply to both D4 and B4 models unless otherwise specified.
Troubleshooting
Register Will Not Power On
1. Power On The Register
The power button is a round button located on the bottom back corner of the main monitor, which is the employee-facing/register screen.
To power on the register:
Press and hold the power button for approximately 3–5 seconds.
Release the button when the screen turns on.
The power button should also illuminate blue.
Check The Power Button Light
Blue light on: The Register is powered on.
Light off: The Register is powered off.
If the screen does not turn on and the power button remains unlit, continue with the steps below.
2. Check The Power Connection
The register uses one power cable consisting of two parts: the power brick and the power adapter.
The power cable connects to the first port on the back of the main, employee-facing monitor.
Make sure:
The power cable is fully connected to the Register.
The power adapter and power brick are securely connected.
The power brick has a green light on it.
The cable is not being pulled or placed under tension.
Then, confirm that the wall outlet is working.
Tip: Plug another known-working device into the same outlet to confirm that the outlet is providing power.
3. Power Cycle The Register
If the register still does not turn on, perform a power cycle:
If the register is on, power it off normally first.
Disconnect the power cable from the register.
Wait 15 seconds.
Reconnect the power cable.
The monitor should power on automatically.
If it does not, press and hold the power button for 3–5 seconds.
4. Check The Power Cable For Damage
Inspect the power cable for visible damage, including:
Fraying
Cuts
Exposed wires
Damaged connectors
Do not continue using a damaged power cable. Contact Snackpass Support for assistance.
Important: Do not purchase the replacement cable listed in the Snackpass Shopify store for this issue. That cable is for the Detachable Register, which is a different model.
5. Try A Known-Working Power Cable
If available, test the register with a known-working power cable from another D4 or B4 Register. The same power cable can be used with both D4 and B4 models.
If the register powers on with the other cable, contact Snackpass Support to request a replacement.
Touchscreen Is Unresponsive Or Lagging
This issue may appear as:
The touchscreen does not respond to touches.
The screen is completely frozen.
Touches register very slowly.
The register becomes unresponsive during use.
1. Restart The Register
The first troubleshooting step is to restart the register.
Follow the Power Cycle The Register procedure above.
Test the touchscreen again after the register restarts.
2. Allow The Register To Cool Down
If the touchscreen remains frozen or unresponsive, the register may be overheated.
Power off the register.
Unplug the power cable.
Leave the register unplugged for approximately 10 minutes to allow it to cool down.
Reconnect the power cable.
Power the register back on.
Test the touchscreen again.
3. Check For Physical Damage
Inspect the screen and register for visible damage, including:
Cracks
Dents
Liquid damage
Other physical damage
If there is visible physical or liquid damage, stop troubleshooting and contact Snackpass Support. Support will determine whether the device may be eligible for replacement based on its warranty status.
If the touchscreen remains unresponsive after restarting and allowing the register to cool down, contact Snackpass Support. The device may require a software update to be pushed manually.
Register Has No Internet Connection Or Internet Is Slow
If the Register displays a message indicating that it has no internet connection and pages or features are not loading, follow the steps below.
Important: Network issues can also cause payment failures. If payments are failing and the register is also experiencing connectivity issues, troubleshoot the network connection first.
Minimum Recommended Connection Speed
The Register should have at least:
80 Mbps download
10 Mbps upload
First determine whether the register is connected through Ethernet or WiFi.
If Connected Through Ethernet
1. Restart The Register
Power the register off, unplug it, wait 15 seconds, and reconnect it.
This resolves many connection issues.
2. Check The Ethernet Cable
If the register still has no connection:
Unplug the ethernet cable from the register.
Reconnect it securely.
Make sure the other end is securely connected to the modem or router.
If the issue continues, try a different ethernet cable.
You can also try a different ethernet port on the modem/router.
3. Try WiFi
If Ethernet is still not working, you can connect the register to WiFi.
Important: You must unplug the Ethernet cable first. Leaving the Ethernet cable connected can override the WiFi connection. Follow the WiFi connection instructions below.
Reconnect The Register To WiFi
From the SnackOS Home Screen, open Settings.
Go to Network.
Select WiFi Settings.
Locate your current WiFi network in the list of saved networks.
Tap the trash can icon to the right of the network to forget it.
At the top of the screen, turn the WiFi toggle OFF.
Turn the WiFi toggle back ON.
Tap the + icon in the bottom-right corner of the screen.
Enter your network information manually:
SSID: Enter the name of your WiFi network exactly as it appears, including capitalization.
Password: Enter your WiFi password.
Tap Connect.
Confirm that the network status says Connected, not Saved.
If the register still cannot connect after completing these steps, contact Snackpass Support.
Register Is Not Connecting To The Card Reader
If the Register cannot connect to the card reader, follow the M2 Card Reader Troubleshooting Guide.
The card reader troubleshooting guide includes steps for checking the reader's power, connection, USB/Bluetooth connection, and other card-reader-specific issues.
Register Has Physical Or Liquid Damage
Contact Snackpass Support if the Register has visible damage, including:
Cracked or damaged screens
Dents or broken housing
Liquid exposure
Damaged ports
Other physical damage
Do not continue troubleshooting a device with suspected liquid damage.
Snackpass Support will review the device and determine whether it may be eligible for replacement based on its warranty status. Replacement is not guaranteed.
Product Information
Operating Environment
The Snack Duo Register is designed to operate within the following conditions:
Temperature: -5°C to 45°C
Humidity: 20%–80% RH, non-condensing
Outdoor use: Not rated for outdoor use
Product Warnings
Never lift the register by the monitor. Always lift it from the base or mounting area.
Do not expose the register to rain, weather, or other outdoor conditions.
Avoid using harsh cleaners or solvents on the monitor.
Cleaning Instructions
Power off and unplug the register before cleaning.
Use a dry or slightly damp soft cloth with a mild cleaner.
Do not spray cleaner directly onto the screen or register. Apply cleaner to the cloth instead.
Gently wipe the screen and exterior surfaces.
If liquid enters the register, do not use the device until it has been inspected by a technician.
How To Power Cycle The Register
Power cycling the register can resolve many temporary power, touchscreen, and connectivity issues.
Power off the register first.
Disconnect the power cable from the back of the main, employee-facing monitor.
Wait 15 seconds.
Reconnect the power cable.
The monitor should power on automatically.
If it does not, press and hold the power button for 3–5 seconds until the screen and blue power light turn on.
When To Contact Snackpass Support
Contact Snackpass Support if:
The register will not power on after checking the power connection, outlet, and a known-working cable.
The power cable is damaged.
The touchscreen remains unresponsive after restarting and allowing the register to cool down.
The register requires a manual software update.
The register has physical or liquid damage.
The register cannot connect to the internet after completing the Ethernet or WiFi troubleshooting steps.
Payments continue to fail and the register is experiencing network connectivity issues.
The register cannot connect to the card reader after completing the M2 Card Reader Troubleshooting Guide.
You need assistance determining whether the register requires replacement.
If you still experience any issues despite these troubleshooting steps please contact Snackpass Support for assistance. You can reach us by calling +1 866 868 2146 or by sending a message through the Partner App.