Docs 4279

content/point-of-sale/hardware-setup.md

@@ -55,6 +55,52 @@ To print your receipt, you need a thermal printer roll of either 57mm or 58mm.
 - Charge the terminal for at least 30 minutes.
 - Press and hold the power button for a few seconds to switch it on.
 
- For more information, see the manual provided with the terminal.
+For more information, see the manual provided with the terminal.
 
+***
+
+## Update firmware
+
+An outdated version of the firmware can cause miscellaneous issues.
+Always ensure to run your device on the latest available version. 
+
+Via the Sunmi portal, 
+
+1. Go to **Device** > Device upgrade >Upgrade management
+
+2. Remove the data filter
+
+3. If there is new firmware available, the **Add to Upgrade Group** button will be highlighted.
+If there is no new firmware available it will be greyed out. 
+Adding a terminal to the update group means the terminal will detect new firmware and will start downloading.
+
+Tip: Make sure to unpack and activate the terminal so you can add it to the upgrade group.
+
+4. Download will start automatically. 
+By default, the download limit is set to 20KB/sec. You can increase this on the terminal itself in the **System update app**, ideally via the partner portal to apply it to all terminals. 
+
+5. Upon successful download, reboot the terminal to install the newly downloaded firmware.
+
+6. You can automate this in the partner portal via 
+Device > Device Upgrade > **Important package configuration**
+
+
+Steps on the device:
+
+1. **Reboot** via the button on right of the device 
+2. Settings (terminal) > About device > (select model)
+3. You can view your current version, and **check update**.
+
+***
+
+### Sunmi contact
+
+As a partner you can contact Sunmi support for any issues with the terminal.
+
+1. Go to <a href="https://www.sunmi.com/en-US/" target="_blank">Sunmi</a> <i class="fa fa-external-link" style="font-size:12px;color:#8b929e"></i>
+2. Click **Support**
+3. Go to **Contact Technical Support**
+4. Click **Need to raise a request**
+
+***
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content/point-of-sale/pos-troubleshooting.md

@@ -92,7 +92,18 @@ To check if IPEK is registered, turn on your terminal and click **Configured**.
 If your IPEK is not configured, email <[email protected]>
 
 ***
+### Logs
 
+Retrieving logs can be a helpful step to investigate an issue. You can generate them via your Sunmi portal:
+
+- Go to Device > **Log task management**
+- Clear _start time_
+- Press **New task**
+- Ensure to select **syslog** and add serial numbers
+- Define the timeframe during which the logs should be uploaded to the portal and replicate the issue during this time. Start time must be later than current time.
+- Click **release**
+
+***
 # Payment errors
 
 The terminal isn't working correctly, payment information isn't displayed or payment is declined.
@@ -130,6 +141,18 @@ You can update this on your terminal via:
 You can view your current version, and **check update**.
 
 ***
+## Set device to developer mode
 
+Note: once a device is converted to developer mode, it cannot be reverted. This means it will not  
+be PCI compliant anymore.
+
+1. Request TUSN code from Sumni.
+2. Navigate to Settings > System > About
+3. Scroll down to the \_TUSN \_button 
+4. Press the TUSN button 8 times (alternative: SV button)
+5.  Enter the code received from Sunmi.  
+   The 4-digit code is valid for 24 hours.
+
+***
 
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