# Check and report a fault

Source: https://help.cyreen.de/en/cap-im-markt/stoerungen/ | Language: en | Reviewed: 2026-11-01

When the C.A.P. system has a fault, first check yourself whether you can solve the problem. If it persists, report it to Cyreen Support. If a service call on site is needed, costs and conditions are as set out in your contract.

## Check yourself first

Choose what you see. Each item tells you what you can do yourself.

### Switch the screen on and off

The on/off switch is at the back of the C.A.P. screen, at the top on the back of the speaker.

![Drawing of the back of the screen: at the top the back of the speaker (Rückseite Lautsprecher), on its right the on/off switch (Ein-/Aus-Schalter)](https://help.cyreen.de/media/markt/ein-aus-schalter.webp)

*On/off switch at the back of the screen (drawing from the German operation and maintenance manual).*

## Changes to the C.A.P. system and ordering hardware

A refit, changes at the checkout, orders for trolleys and baskets or faulty RFID tags are not a fault, but they go to Cyreen Support. Communicate them in the contact form, topic «Changes to the C.A.P. system». There you also communicate quiet hours and opening hours. New RFID tags, also for changed trolleys or baskets, you order under «Order hardware». More in [Changes in the store](https://help.cyreen.de/en/cap-im-markt/taeglicher-betrieb.md#changes-in-the-store).

## Not a topic for technical support

These topics go to a different place, which is faster.

## Report a fault

1. **Fill in the report**

   The fastest way is online in the contact form with the topic «Fault on the C.A.P. system». It asks for all the details needed. On paper, use the incident report form from the Download Center.

2. **Send it to Support**

   You send the online form directly. Send the incident report form by e-mail to [support@cyreen.de](mailto:support@cyreen.de).

3. **Wait for the reply**

   Cyreen checks the problem and gets back to you promptly with the next steps.

### What goes into the report

Cyreen Support needs these details, online and on paper.

| Detail | What you enter |
|---|---|
| Store name | Name of the store |
| Address | Street, ZIP code and town |
| Device number | The clearly visible number on the device, on the C.A.P. screen the large number on the back |
| Time | Date and time when you noticed the problem |
| Description | Precise description of the problem |
| Frequency | When the problem occurs and whether you have already reported it |
| Checks done so far | What you have already checked, see [above](#check-yourself-first) |
| Photos | Clear view of the device, with device number and status lights |
| Contact details | Name, phone number and when you can be reached |

![Label on the back of the C.A.P. screen with the large device number on the right, here the 1](https://help.cyreen.de/media/markt/geraetenummer-rueckseite.webp)

*The device number is shown large on the right of the label on the back of the screen.*

Attach photos directly in the online form (up to five files), or to the e-mail with the incident report form.