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Welcome to the Tend Help Page

We hope you will find this information useful. If you have ideas for improvements, please let us know at tend@getbeyond.com.

tend pos

Business Hours: Monday-Friday, 8AM-6PM EST
Support: 800-799-1197

Call during business hours for System Support and someone will be available or return your call promptly.

If you call after hours and need help, our system will create a service ticket and you will receive a call back the next business day.  Please provide as much detail as possible so our support team can be prepared to help quickly when they call.

If you have an after-hours emergency (please see the list below) we do have people who are on-call to help after hours. Please check the list below and if you have one of these problems call 800-799-1197 and indicate that you have an emergency. Please remember these on-call staff will likely need to put aside what they are doing to get to a computer to help. This may take a little while so it is critical that you provide a phone number you will answer when they call back.

After-Hours Call Reasons:

  • All POS workstations are not working and you can not enter orders into any of your POS stations.
  • All credit card terminals are down and you can not process credit cards on any of your POS stations.
  • All POS workstations in a specific revenue center is down and you can not enter orders into your POS stations for that revenue center. For example, outside dining workstation are completely down or bar workstations are completely down and can not place orders.
  • All credit card terminals in a specific revenue center is down and you can not take credit cards for that revenue center. For example, outside dining credit cards are completely down or bar credit cards are completely down and can not take cards in those revenue centers entirely.
  • All printing is down within the store. No remote printing for all service areas is working.

Please see our trouble shooting guides for the most common issues to fix yourself:

CAN’T CONNECT TO DATABASE

Issue or Error Message: Database Workstation or Fileserver is Not Turned on – Power Cord Malfunction​

Power Cord Malfunction

  • Power light is not on.
  • All power connections are secure
  • Connected to UPS/Power conditioning getting power and properly connected to workstation.
  • Power cord cable and power brick are properly connected.
  • Test with different power cord
Use backup power cord or swap from a device of less demand until replacement comes in. Send to service for replacement power cord and brick.

Issue or Error Message: Database Workstation or Fileserver is Not Turned on – Outlet Malfunction

Outlet Malfunction
  • Power light is not on.
  • All power connections are secure
  • Connected to UPS/Power conditioning getting power and properly connected to workstation.
  • Power cord cable and power brick are properly connected.
    Tested power cord and no power
  • Try a different outlet. Use extension cords if needed
Plug device into new outlet by either moving the device or using an extension cord.

Issue or Error Message: Database Workstation or Fileserver is Not Turned on – UPS/Power Conditioner Malfunction

Power Conditioner Malfunction
  • Power light is not on.
  • All power connections are secure
  • Connected to UPS/Power conditioning getting power and properly connected to workstation.
  • Power cord cable and power brick
    are properly connected.
  • Tested power cord and and outlet
  • Try a different outlet. Use
    extension cords if
    needed
  • Bypass conditioner using raw
    power
Plug device into adjacent power conditioner/outlet. Only use raw power if another UPS/conditioner is not available.

Issue or Error Message: Database Workstation or Fileserver is Not Turned on – Device Power Supply Malfunction

Device Power Supply

  • Power light is not on.
  • All power connections are secure.
  • Connected to UPS/Power conditioning getting power and properly connected to workstation.
  • Power cord cable and power brick are properly connected.
  • Tested power cord and outlet.
  • Tested a different power cord, outlet and UPS/Conditioning.
  • Perform Power Drain

Perform power supply current drain. Unplug power cord from both the outlet and the terminal. Let cord stay unplugged for about 1 minute. Hold down power button on device for 30 seconds to 1 minute. Power device back on successfully.

Issue or Error Message: Database Workstation or Fileserver is on but not connected to the network
No Database Machine Connected
  • Station is powered on.
  • No Link light at network cable.
  • Test Ethernet cable and switch.
Plug device into new outlet by either moving the device or using an extension cord.

CREDIT CARDS WILL NOT PROCESS

Issue or Error Message: Single Credit Card Terminal Has No Power

  1. Device not plugged in
  2. Outlet not working
  3. Power cord not working
  4. Devices needs power drain
  • Is the device lit up and showing power indicator?
  • Are all power cord connections secure (most power cords have a connection in the middle near power converter)?
  • Is power conditioner/UPS properly working
  • Does device power on and then quickly turn off?
  1. Properly plug device into the outlet.
  2. Move plug to known working outlet. Possibly bypass power conditioner if not working properly.
  3. Swap power cord with the same device that is working properly.
  4. Perform power supply current drain. Unplug power cord from both the outlet and the Pax Terminal. Let cord stay unplugged for about 1 minute. Hold down power button on terminal for 30 seconds to 1 minute. Power device back on successfully.

Issue or Error Message: Single Credit Card Terminal Has No Network Connection

  1. Bad Network Cable
  2. Bad Data Connection Jack
  3. Bad 5 Port Network Switch
  4. Internet is down
  • Check network cable connection on both ends (at device and at wall/switch).
  • Look for blinking lights near network cable indicating a network connection. One solid light and one blinking light indicates a good connection.
  • Power cycle switch device is plugged into.
  • Check your internet connection from a browser to see if your internet is working. Internet down will result in all credit card terminals to not work.
  1. Unplug and re-plug cable from both ends (at device and at wall jack/switch).
  2. Replace the network cable with a known working cable
  3. Plug credit card device into a working known network jack.
  4. Check your internet and restart your router from you Internet Service Provider, your Cradlepoint router, and other networking devices.

Issue or Error Message: All Credit Card Terminals will Not Process Cards

No Internet Connection

  • Not network access from any web browser.
  • All internet devices in store are not connecting and your router from your Internet Service Provider is not online. Look for “online” status indicator.
  • POS has no connection, but regular office computers are online.
  1. Check your internet and restart your router from you Internet Service Provider, your Cradlepoint router, and other networking devices.
  2. Reboot your Cradlepoint router that was installed with your POS system.

Issue or Error Message: All Credit Card Terminals will Not Process Cards – (Not Processing with Get Beyond)

  1. All the above issues
  2. NETePay service is not running
  • All the above troubleshooting.
  • Check POS1 for NETePay Icon in system tray.
  • NETePay not found on POS1.
  1. All above resolutions
  2. On POS1 open NETePay from applications and attempt to process cards.
  3. If not on POS1 open from other workstation that has NETePay installed. This must run on one station of the POS system.

CASH DRAWER WILL NOT OPEN

Issue or Error Message: Cash Drawer Does Not Open

Cash Drawer Cable not connected

  • Is printer cord connected properly?
  • Is printer cord damaged?
  • Printer/Cash Drawer cable one works in one direct. Ensure correct end is connected to proper device.
  1. Check the connection between the cash drawer and the printer. Ensure the cord is secure and is snapped in on both ends.
  2. Visually inspect cord. It should snap into ports.
  3. Swap out cord with a known working cord if possible.

Issue or Error Message: Printer Issue

Bad Printer

  • If the printer isn’t powered on/functioning properly the cash drawer will not open.
Follow printer troubleshooting below.

Issue or Error Message: Printer Has No Power

Bad Printer Power Cable

  • Does the printer feed?
  • Is power light on?
  • Are all power connections secured?
  • Is power conditioning/UPS properly connected?
  • Check connection at the power brick, terminal, and the outlet.
  • Test with different power cord.
Use backup power cord or swap from a printer of less demand until replace comes in. Send to service for replacement power cord and brick.

Issue or Error Message: Printer Has No Power

Outlet Malfunction 

  • Does the printer feed?
  • Is power light on?
  • Are all connections secured?
  • Is power conditioning/UPS properly connected?
  • Check connection at the power brick, terminal and the outlet.
  • Test power cord.
  • Try a different outlet. Use extension cords if needed. 

Plug printer into new outlet by either moving the printer or using an extension cord. Advise client an electrician is needed for repair.

Issue or Error Message: Printer No Power: Power Conditioner UPS malfunction

Power Conditioning/UPS Failure
  • Does the printer feed?
  • Is power light on
  • Are all power connections secured?
  • Is power conditioner properly connected?
Plug device into adjacent power condition. Only use raw power if a backup/replacement UPS/conditioner is not available. Send to service for replacement UPS/conditioner.

Issue or Error Message: No Power – Device Power Supply Malfunction

Device Power Supply Malfunction
  • Does the printer feed?
  • Is power light on?
  • Are all power connections secured?
  • Is power conditioner properly connected?
  • Check connection at the power brick, terminal and the outlet.
  • Bypass conditioner using raw power.
  • Test power cord, outlet and UPS/conditioner.
  • Turn device on/off & perform power supply current drain.
  1. Perform power supply current drain. Unplug power cord from both the outlet and the printer.
  2. Let cord stay unplugged for about 1 minute.
  3. Hold down power button on terminal for 30 seconds to 1 minute.
  4. Power device back on successfully.

Issue or Error Message: Cash Drawer Jammed

Paper Jam, Mechanism Jam
  • Use key to open cash drawer manually.
Remove tray and clean drawer before closing the drawer again.

Issue or Error Message: Cash Drawer Damaged

  • Use key to open cash drawer manually.
  • Check to make sure there is no jam.
  • Check locking mechanism.
  1. Unlock drawer and use key to operate.
  2. Send off to service to replace cash drawer.

CREDIT CARD TERMINAL WON'T CONNECT

Issue or Error Message: No Power – Device Power Supply Malfunction

Device Power Supply Malfunction
  • Pax Terminal in not illuminated.
  • Power cord connections are secure in the middle, at device and in outlet.
  • Power conditioning/UPS is properly connected.
  1. Perform power supply current drain.
  2. Unplug power cord from both the outlet and the Pax Terminal.
  3. Let cord stay unplugged for about 1 minute.
  4. Hold down power button on terminal for 30 seconds to 1 minute.
  5. Power device back on successfully.

Issue or Error Message: No Connection to Network – Cable Replacement

Bad Network Cable
  • Is ethernet cable plugged in properly at both Pax Terminal and jack/switch?
  • Can you ping the device from cmd?
  • Can device ping out?
  • Obtain new patch cable.
Replace patch cable and test PAX Terminal.

Issue or Error Message: No Connection to Network – RJ45 Jack

Back Network Jack/Switch
  • Is ethernet cable plugged in properly at both PAX Terminal and jack/switch?
  • Can you ping the device from cmd
  • Can device ping out
  • Plug Pax Terminal into working RJ45 jack.
  1. Attempt to connect PAX Terminal to an adjacent switch.
  2. If none are available advise a telecommunications contractor needs to make the repair.

Issue or Error Message:

No Connection to Network – Pins on back of terminal for power cord damaged

Pins on Screwed End of Power Cord Bent
  • Is ethernet cable plugged in properly at both PAX Terminal and jack/switch
  • Can you ping the device from cmd?
  • Can device ping out
  • Check connection at the back of PAX Terminal, remove screw.
  • Ensure pins are not bent or damaged.
  1. If pins are damaged, it is possible to bend them gentle back into place for the power cord to be seated properly.
  2. Damaged pin can cause random network error or device malfunction.
  3. If it can not be fixed send to service for replacement.

DEVICE POWER FAILURE TROUBLESHOOTING

Issue or Error Message:

No Power – Power Cord Malfunction

Power Cord Malfunction
  • Is power light on?
  • Are all power connections secured?
  • Is power conditioning/UPS properly connected?
  • Check connection at the power brick, device, and the outlet.
  • Test with different power cord.
  1. Use backup power cord or swap from a device of less demand until replacement comes in.
  2. Send to service for replacement power cord and brick.

Issue or Error Message:

No Power – Outlet Malfunction

Outlet Malfunction
  • Is power light on?
  • Are all power connections secured?
  • Is power conditioning/UPS properly connected?
  • Check connection at the power brick, device, and the outlet.
  • Test with different power cord.
  • Try a different outlet. Use extension cords if needed.
  1. Plug device into new outlet by either moving the device or using an extension cord.
  2. An electrician is needed for repair.

Issue or Error Message:

No Power – Power Conditioner UPS malfunction

Power Conditioning UPS Malfunction
  • Is power light on?
  • Are all power connections secured?
  • Is power conditioner properly connected?
  • Check connection at the power brick, device and the outlet.
  • Test power cord and outlet.
  • Bypass conditioner using raw power.
  1. Plug device into adjacent power conditioner.
  2. Only use raw power if a backup/replacement UPS/conditioner is not available.
  3. Send to service for replacement UPS/conditioner.
Issue or Error Message: No Power – Device Power Supply Malfunction
Device Power Supply Malfunction
  • Is power light on?Are all power connections secured?
  • Is power conditioner properly connected
  • Check connection at the power brick, device and the outlet
  • Bypass conditioner using raw power
  • Test power cord, outlet and UPS/conditioner
  • Turn device on/off.
  1. Perform power supply current drain.
  2. Unplug power cord from both the outlet and the terminal.
  3. Let cord stay unplugged for about 1 minute.
  4. Hold down power button on device for 30 seconds to 1 minute.
  5. Power device back on successfully.

EPSON TM U220B/ETHERNET INTERFACE – DOES NOT PRINT

Issue or Error Message: No Power – Power Cord Malfunction
Power Cord Malfunction
  • Does the printer feed?
  • Is power light on
  • Are all power connections secured?
  • Is power conditioning/UPS properly connected?
  • Check connection at the power brick, terminal, and the outlet.
  • Test with different power cord.
  1. Use backup power cord or swap from a printer of less demand until replace comes in.
  2. Send to service for replacement power cord and brick.

Issue or Error Message:

No Power – Outlet Malfunction

Outlet Malfunction

  • Does the printer feed?
  • Is power light on
  • Are all power connections secured?
  • Is power conditioning/UPS properly connected?
  • Check connection at the power brick, terminal, and the outlet.
  • Test power cord.
  • Try a different outlet. Use extension cords if needed.
  1. Plug printer into new outlet by either moving the printer or using an extension cord.
  2. Electrician is needed for repair.
Issue or Error Message: No Power – Power Conditioning/UPS Malfunction

Power Conditioning/UPS Malfunction

  • Does the printer feed?
  • Is power light on
  • Are all power connections secured?
  • Is power conditioner properly connected?
  • Check connection at the power brick, terminal and the outlet.
  • Test power cord and outlet.
  • Bypass conditioner using raw power.
  1. Plug device into adjacent power condition.
  2. Only use raw power if a backup/replacement UPS/conditioner is not available.
  3. Send to service for replacement UPS/conditioner.
Issue or Error Message: No Power – Device Power Supply Malfunction
Power Supply Malfunction
  • Does the printer feed?
  • Is power light on?
  • Are all power connections secured?
  • Is power conditioner properly connected?
  • Check connection at the power brick, terminal and the outlet.
  • Bypass conditioner using raw power.
  • Test power cord, outlet and UPS/conditioner.
  • Turn device on/off.
  1. Perform power supply current drain.
  2. Unplug power cord from both the outlet and the printer.
  3. Let cord stay unplugged for about 1 minute.
  4. Hold down power button on terminal for 30 seconds to 1 minute.
  5. Power device back on successfully.

Issue or Error Message: Error Lights

  • Out of Paper
  • Paper Jam
  • Are there any error lights?
  • Refer to Epson TMU220B for Error light blinking pattern and resolution page 4-1: Troubleshooting.
  1. Open printer cover and check for sufficient paper/correct paper type.
  2. Attempt self-test to try and clear error message.
  3. If will not clear, send to service to replace printer.
Issue or Error Message: No Connection to Network – Cable Replacements
Bad Network Cable
  • Is ethernet cable plugged in properly at both printer and jack/switch?
  • Can you ping the device from cmd?
  • Can you log into the printer’s GUI using printer’s IP address?
  • Are the status/link lights on/ blinking where cable connects to device?
  • Obtain new patch cable.
Replace patch cable and test printer.
Issue or Error Message: No Connection to Network – RJ45 Jack
Bad Network Jack/Switch
  • Is ethernet cable plugged in properly at both printer and jack/switch?
  • Can you ping the device from cmd?
  • Can you log into the printer’s GUI using printer’s IP address?
  • Are the status/link lights on/blinking where cable connects to device?
  • Test the patch cable.
  • Plug printer into working RJ45 jack.
  1. Attempt to connect printer to an adjacent switch.
  2. If none are available, a telecommunications contractor needs to make the repair.

EPSON TM-T20, TM88I-V, TM-m30 USB/PWD USB – DOES NOT PRINT

Issue or Error Message: No Power – Power cord malfunction/PWD USB Cable failure
Power cord malfunction/PWD USB Cable failure
  • Does the printer feed?
  • Is power light on?
  • Are all power connections secured?
  • Is power conditioning/UPS properly connected?
  • Check connection at the power brick, terminal, and the outlet.
  • Test with different power cord.
  1. Use backup power cord/PWD USB or swap from a printer of less demand until replace comes in.
  2. Send to service for replacement power cord and brick or PWD USB cable. Specify cable type.
Issue or Error Message: No Power – Outlet Malfunction

Outlet Malfunction

  • Does the printer feed?
  • Is power light on?
  • Are all connections secured?
  • Is power conditioning/UPS properly connected?
  • Check connection at the power brick, terminal and the outlet.
  • Test power cord.
  • Try a different outlet. Use extension cords if needed.
  1. Plug printer into new outlet by either moving the printer or using an extension cord.
  2. Electrician may be needed for repair.
Issue or Error Message: No Power – Power Conditioner UPS
Power conditioning/UPS failure
  • Does the printer feed?
  • Is power light on?
  • Are all power connections secured?
  • Is power conditioner properly connected?
  • Check connection at the power brick, terminal and the outlet.
  • Test power cord and outlet.
  • Bypass conditioner using raw power.
  1. Plug device into adjacent power condition.
  2. Only use raw power if a backup/replacement UPS/conditioner is not available.
  3. Send to service for replacement UPS/conditioner.
Issue or Error Message: No Power – Device Power Supply Malfunction
Device Power Supply Malfunction
  • Does the printer feed?
  • Is power light on?
  • Are all power connections secured?
  • Is power conditioner properly connected?
  • Check connection at the power brick, terminal and the outlet.
  • Bypass conditioner using raw power.
  • Test power cord, outlet and UPS/conditioner.
  • Turn device on/off.
  1. Perform power supply current drain.
  2. Unplug power cord from both the outlet and the printer.
  3. Let cord stay unplugged for about 1 minute.
  4. Hold down power button on terminal for 30 seconds to 1 minute.
  5. Power device back on successfully.

Issue or Error Message: Error Lights

  • Out of Paper
  • Paper Jam
  • Are there any error lights?
  • Refer to Epson TM88V for Error light blinking pattern and resolution (page 12 Troubleshooting)  or refer to Epson TM-T20  (page 14 Troubleshooting) or refer to Epson TM-m30 . 
  1. Open printer cover and check for sufficient paper/correct paper type.
  2. Attempt self-test to try and clear error message.
  3. If will not clear, send to service to replace printer.
Issue or Error Message: No Connection to Terminal – Cable Replacement/PWD USB Cable
USB Cable replacement
  • Check USB cable and ensure it is connected.
  • Test with different USB/Powered USB Cable.
  • Use device manager to search for new hardware.
  • Confirm windows is seeing the device.

Send to service to replace USB/PWD USB cable. Specify cable type.

SINGLE TERMINAL CANNOT CONNECT TO NETWORK

Issue or Error Message: No Connection to Network – RJ45/Ethernet Cable Failure
Network Cable Failure
  • Is ethernet cable plugged in properly at both printer and jack/switch?
  • Can you ping the device from cmd?
  • Can you log into the printer’s GUI using printer’s IP address?
  • Are the status/link lights on/ blinking where cable connects to device?
  • Obtain new patch cable.
Replace patch cable and test connection.
Issue or Error Message: No Connection to Network – RJ45 Jack
Network Jack/Switch Failure
  • Is ethernet cable plugged in properly at both printer and jack/switch?
  • Can you ping the device from cmd
  • Can you log into the printer’s GUI using printer’s IP address?
  • Are the status/link lights on/ blinking where cable connects to device?
  • Plug printer into working RJ45 jack.
  1. Attempt to connect terminal to an adjacent switch.
  2. If none are available, a telecommunications contractor needs to make the repair.
Issue or Error Message: No Connection to Network – Network Switch Failure
Network Switch Failure
  • Follow cable to locate switch.
  • Switch powered on and working – can you see status/link lights.
  • Test with different port on switch.
  • Power cycle switch.
  1. Plug in to power
  2. Replace Switch
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