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Standard Operating Procedures (SOPs)
NB. Customer must first be advised
 As of July 1st 2011, you must advise your customer (before you accept their equipment for servicing) that they may loose data during the servicing process.

Failure to advise your customer means you must not loose any part of their data what so ever, not even a small portion. Therefore as this leaves your situation open to challenges, you need to advise them just in case data is lost or unrecoverable. Naturally, even though it's 2nd nature to back-up first, we must always try to retain data where possible.

ACCC Penalty for non compliance, up to: $50,000

Click here for more details on risks.

  • CT-150 SOP
    There are currently two models. Current is Dual-Core, previous is Celeron. This Service Operating Procedure is a guide only.

    The components may vary in type and appearance, but the procedure is the same.

    Below may look daunting to beginners, but they are all clearly visible on the CD that comes with the units, just note that the order of installing drivers can be critical.

  • No Video problem:
    First shut down the PC and relocate to a safe area where you will not be disturbed by activities of the environment. Working on hardware while staff are selling is unproductive and prone to mistakes, please relocate the unit first.


  • Check if firmware is Ok
    There are more than one Video-Out port, so first you need to disconnect the cable from the motherboard Video-Out port (small video cable goes from motherboard to A/D Board), see image below.

    Then check if a video image is being sent from either the Motherboard or the second (USB) VGA port by plugging in an external VGA monitor.

    By connecting the external (unrelated) monitor, you can easily see if you get video from either just the motherboard Output and/or the second (USB) VGA port (if fitted) - or no video at all.

    VGA cable from M/Board to AD-Board http://posview.com/Support/ct150/VGA-Output-Input.gif

    Then start the PC with external monitor cable plugged into the on-board (VGA Output from Motherboard), keep pressing F9 to open the CMOS settings. If you get the CMOS settings on screen you have proved that the firmware is Ok and therefore the motherboard video output is most likely undamaged.

  • Check if O/S is Ok in Safe-Mode

    Reconnect the Video-out cable and restart the PC, pressing F8 to bring Windows up in Safe-Mode. If you can not bring up Windows in Safe-Mode and the CMOS came up on screen (and you reset to defaults or whatever and saved) then it is most likely the Hard-Drive has failed.

  • If can start in Safe or VGA Mode

    If safe or VGA mode is Ok then the problem is most likely to be the drivers. Installing drivers is critical to ensure these PC's perform properly and with the old saying "what goes around goes wrong" it is not uncommon for Windows and/or the HDD to loose segments or cause corruption.

  • Check physical connections first

    If the Second VGA port is displaying as the first screen, then you can assume corruption to the On-Board Intel Video driver, meaning you should reload this software [this can also require the removal of the second (trigger) VGA driver].

    Before you install drivers, make sure all connections are correct, particularly when installing the Trigger Driver AND the Touch Driver, these drivers will search for the physical connection and if not available they can not be expected to function (the trigger driver can only be removed after the USB connection on the motherboard is unplugged).

  • Use the following order for installing:

  • Low-level format the HDD - skip this step if you feel it is Ok
  • Install Windows using licensed serial number on the machine
  • Install the appropriate Chipset Drivers for the model
  • Install the on-board Intel Video-Driver
  • Install the Sound Driver (s)
  • Install the USB to VGA Trigger Driver *
  • Install the Serial Multi-I/O Drivers
  • Install the Touch Drivers after installing all others
* To uninstall the Trigger Driver, first physically disconnect the cable.

Full SOP PDF is available for download, please contact us for the link.

A/D Board = Analogue to Digital converter board. See Acronyms image


Talk to your nearest Small Business Supplier or call now:

Call us on: 1300 852 776
Brisbane : (07) 3355 6741
GSM Calls : 0413 629 427

Customers must understand the risks!
Customer should initial or sign a notice to this effect:

We understand that the process of repairing my device may involve reformatting or replacing the memory and/or component(s) that store information I have gathered, saved or created; such repairing of my device may not be able to keep my data and may even loose my data.

The ACCC have indicated there will be a suggested wording / example released in the future, we will monitor the ACCC releases as best as practical and update this page to include any changes (to the best of our knowledge), if and when necessary.

Extract from ACCC guideline:
The Australian Consumer Law (ACL) provides all consumers with a number of protections and sets out a number of rules that businesses need to adhere to when providing goods or services. These rules range from the way goods or services can be advertised or sold to what a business is required to do when something goes wrong, and includes requirements relating to the repair of goods. Click to read ACCC PDF (Right-Click to save)

Please note important points in the draft:
  • Notice must be in writing
  • Notice must be given before goods are accepted
  • It is not acceptable to print the notice after acceptance
  • Customers must be given their own copy of the notice


    • More points from ACCC Draft Guideline
    What is user-generated data?

    User-generated data is any data stored on/within goods, such as:

  • Files stored on a computer hard drive
  • Telephone numbers stored on a mobile telephone
  • Songs stored on a portable media player
  • Games saved on a games console
  • Files stored on a USB memory stick.

    Replacement or Refurbishment:
    Any business that replaces or refurbishes products, must provide a notice including the following text: ‘Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods.’

    Become a PosView Business Supplier:

    Call us on: 1300 852 776
    Brisbane : (07) 3355 6741
    GSM Calls : 0413 629 427

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