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Hardware Device Troubleshooting

Updated

Introduction

This article provides a comprehensive guide for troubleshooting common issues with hardware devices connected to the Perfect Gym system, such as payment terminals, receipt printers, and access control readers. In our experience, many hardware-related issues are linked to local settings and can be resolved quickly by club staff. These steps should be followed by the operatives in the club, and usually after discussing the issue with your company's internal helpdesk or IT specialist.

  • In this article, you will learn how to perform basic troubleshooting steps for your hardware, what to check before you start, and the correct process for escalating the issue if it is not resolved.

  • This article will be helpful for Club Employees, IT Device Technicians and PG Champions.

Before you start

Before you begin troubleshooting, please run through this checklist.

  • Make sure the device is connected and visible on the local network/PC.
  • Make sure you have Admin privilege access on the PC where you are configuring the devices.
  • If devices such as payment terminals or receipt printers are connected to your PosWeb station, ensure that the Device Integrator is installed and running properly. Then, follow the steps provided here.
  • If they are Access Control devices, make sure they are connected to the network.
  • Make sure that you have consulted the people on your side who know most about device set-up and how to manage devices on your local Windows PC.
  • Use the internet to search for the issue you are experiencing. Many hardware problems are generic (related to Windows, drivers, or cables) and not specific to Perfect Gym software.

Instruction

How to troubleshoot your device

To identify and resolve the most common hardware issues, follow the steps below. In our experience, many hardware-related problems can be fixed by going through this troubleshooting process. If these steps don’t resolve the issue, escalate it to your internal IT team or contact your third-party provider, depending on your setup.

  1. Check if the device is powered on. Try unplugging it and plugging it back in.

  2. If it’s a reader device, check the scanner’s response. Does it beep? Does the laser activate?

  3. For printers, confirm that paper or cards are properly loaded.

  4. Disconnect the device from the PC and reconnect it.

  5. Open the Device Manager on your PC to check if the device is recognized. If you’re unsure, unplug the device and see which entry disappears — if the device doesn’t show up at all, it may indicate a power issue, faulty wiring, a bad connection, or hardware failure.

  6. If the device appears in Device Manager with a yellow exclamation mark, right-click it and select Update drivers to ensure the latest drivers are installed.

  7. Check power management settings in Device Manager. Make sure the port is not set to power-saving mode when idle, as this can interrupt the connection.

  8. For further technical insight, navigate to C:\ProgramData\Creadhoc\PerfectGym\Logs. Download the relevant log files corresponding to the time the issue occurred, and send them to PG Technical Support via Get Support.

If you’ve completed all these steps and the problem persists - and you suspect the PG software may be the cause - please raise a support case through the usual channel (PGM > Get Support) and include as much technical detail as possible. This will help PG Technical Support investigate further.

Hints

  • As with many things in life - Google and AI tools are useful. It is highly likely that other people have experienced similar hardware device related issues to you, and probably discussed it online.
  • Sometimes the problem is at the most basic level of connecting the device to the local PC and making sure it is visible to the PC and on the network.
  • Firewalls and Anti-Virus software may be blocking the connection to the device - you may need to add relevant IP addresses to a whitelist.
  • Sometimes your PC may have Power Management settings applied in Windows Device Manager that will cause the device to lose connection to the PC, e.g. if the PC goes into sleep/hibernate mode - to check this open Device Manager on your PC, explore the settings and [untick] 'Allow the computer to turn off this device to save power' setting.

 

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