My CollecTin More will not start up or is loosing power
We are sorry to hear you are having problems with the device.
You can use the information below to trouble shoot yourself, or send us your answers so we can assist in diagnosing what is causing the issue.
We recommend completing ALL steps also if you have diagnosed one issue, in case there are multiple things that need attending to on your unit.
Firstly, if your CollecTin More is completely flat, it will take 10 minutes or more before the tablet reaches a few percent and can be turned on continuously.
There are three batteries in the CollecTin More:
1. The battery in the tablet/screen - the icon in the top right of the main screen tells you the level
2 The battery in the card reader - the icon in the top right of the card reader screen tells you the level
3. The booster battery in the handle - the four blue lights on the base of the battery when the fuel button is pressed tell you the level (this one can be replaced with a Static Cable)
When using your CollecTin More as a mobile unit with a booster battery in the handle, the card reader's battery will stay charged for many transactions, but the tablet will run down in 5-8 hours depending on model usage.
A full charge is 6 hours with the battery in the handle connected to power and screen turned off.
STEP 1: Pre-trouble Shooting
If it has been charging for a while, please press and hold the power button continuously for up to 25 seconds and wait to see if the logo appears on the screen. If you are still experiencing the issue, then there may be a power issue.
It is modular and parts can be replaced so it would be good to narrow down the issue.
Identifying the issue remotely helps us assist you in the most timeous matter to help get your CollecTin More up and running again.
STEP 2: Trouble Shooting for Power Issues
Please check these below things by following each step and recording your findings.
1. When your CollecTin More is connected to mains power,
a) Does the screen on the card reader show that it is charging?
b) Does the tablet screen show it is charging?
c) Are you using the cables and charger plug supplied by us CollecTin Ltd?
2. Are you charging your CollecTin More with,
a) Booster battery, that sits in the handle, with a separate removable micro USB charger cable
> YES! Continue with Question 3.
b) USB Cable for Static Installation, a cable inserted into a dummy battery mould, which is inserted directly into the handle
> YES! Jump to Question 8.
Booster Battery start here:
3. Carefully remove the charger cable and plug it back into to booster battery,
a) The lights on the battery should start blinking one to the next. Is this happening?
b) Are some lights remaining solid? This shows the level of charge in your battery. If not all are on, is one blinking as the battery is charging?
Next please unplug the cable, and remove the battery from the handle - you can eject it from the U-shaped hole on the back of the handle with a fingernail or blunt edged object.
4. These are the batches of batteries supplied - from oldest to most recent. If you are requesting help from us please confirm, which batch you have:
Batch 1 - Powerocks with just a CE symbol
Batch 2 - CharmFox with CE & UKCA symbols
Batch 3 - CharmFox with CE & UKCA & Batch 3 symbols
Note: If your battery is 2+ years old and has been connected to mains power a lot of the time, it is likely that it no longer conducts enough power to charge the tablet battery. >> Here is more information and how to upgrade your power supply
7. Press the circular button on the end of the battery
a) How many blue lights are solid or flashing?
b) How long was it charging for?
Static Cable join in here:
8. Looking at the cable and plug
a) Is there any damage on the USB port going into the wall plug?
b) If you happen to have another USB charging plug of 2A or higher, can you try using this plug to charge? Any change?
>> Here are plug specifications and how to get a new one
9. Unless your SumUp is glued down, please remove it carefully. Here are two videos on how to do this safely. Please use the photo below to identify if you have a Tray 1 or Tray 2 for your SumUp.
10. For the last step we want to test the tablet itself.
a) CollecTin More models 3G, 4G and 4G 205 (pre Sep 2023) can use the micro usb charger cable supplied
b) CollecTin More model 4G A12 (post Sep 2023) require a USB-C charger cable. Do you have a spare USB-C charger cable you can use to test with?
Please remove the tablet and try to charge it separately for 30 minutes and see if it switches on.
If YES, the issue will be with your power supply and likely identified through the above steps.
If NO, there is a chance that your tablet may need replacing. Please feel free to contact us on support@collectin.com with all your findings.
