You can resolve hardware connectivity problems in Retail Express to maintain reliable peripheral device operations, helping your retail operations minimize disruptions from printer, scanner, or payment device issues. This capability provides troubleshooting guidance for common hardware problems, which helps ensure your POS infrastructure remains operational and reduces downtime from equipment connectivity failures.
Setting up proper hardware troubleshooting procedures enables your retail operations to handle device issues independently, helping optimize operational uptime and reduce reliance on external technical support. This helps retail businesses maintain consistent service delivery by empowering staff to resolve common hardware problems quickly and effectively.
Scenario
The Hardware Utility is causing an error when opening, for example, an XML error or a message displays contact application vendor.
OR
The Hardware Utility is freezing on the printer section and does not continue (the Next button is disabled) as shown in the following image.
Solution
Follow the steps below to troubleshoot the Hardware Utility issues:
Uninstall the Hardware Utility through the Control Panel:
Open Command Prompt as Admin, and then enter the following commands:
sc stop rexhardwaresc delete rexhardware
- Delete the following folder:
C:\Program Files (x86)\Retail Express
Note: RESTART if the folder above does not get deleted.
- Reinstall the Hardware Utility.
To learn about installing hardware on Hardware Utility, see Installing Receipt Printers and Integrated EFTPOS.
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System Configuration:
Point of Sale Operations: