Controller Troubleshooting Basics

These are some basic troubleshooting steps that can be taken to help identify the correct steps to
resolve some of the most common hardware issues that affect controllers

Hardware Issues:

Black Screen

• Is the controller powered on?
  • If the controller is showing a black screen, verify that the controller itself in addition to the monitor/screen are both powered on and that the power cables are properly seated.
    • You may need to unseat and then reseat the power cables
• Reseat the video cables:
  • If the screen still does not display, then connect the controller to a known working screen and see if it displays with that screen connected.
  • If the issue follows the hardware, then contact QSR Support for next steps.

If the above steps have not resolved the black screen, please contact QSR Support

Network Issues:

Controller Offline:

• Open a Command Prompt and run this command: Ping <Ip Address of the Controllers>
  • If the command returns either “Destination Host Unreachable” or “Request timed out”, this indicates either an incorrect IP or a network issue.
• If the controller is not responding to ping messages, please disconnect and reconnect the network cable at both ends where it connects to the device and the wall jack or switch.
  • You may also consider replacing this cable as this is the most common point of failure for network issues.
• If reseating the connections did not work connect the controller to a working network connection of a nearby device, if possible.
  • Disconnect the cable where it connects to the controller and plug it into the device we are testing. Can you ping the controller now?
    • If you cannot ping the controller on a known working connection, then you most likely have a hardware issue on the device. Please contact QSR support for next steps.
    • If you can ping the controller on the known good connection, then you would need to contact your network team for further troubleshooting of your local network.

Controller Online:

• Open a Command Prompt and run this command: Ping <Ip Address of the Controller>
• If the command returns response times, then the controller is on the network and there is a different issue.
  • If you can, remotely connect to the device and verify that Device Agent is running.
  • Is a template assigned to the device in ControlPoint?
  • Please contact QSR Support for the next steps if the above steps have not resolved the issue.