Quick Fixes
Chip Read Error
Chip Read Error: Chip read error suggests the chip card was removed before the EMV transaction completed. If the chip card was removed before the transaction was sent to the processor, the terminal won’t send an automatic reversal to the processor ...
Timeout Reversal/Clear Reversal
Timeout Reversal: Happens when the processor approved the transaction, but the terminal didn’t get a response from the processor. The transaction is automatically reversed and the customer was not charged. Clear Reversal: During transactions, if the ...
NPM/No Paper Mode
NPM: If the terminal displays NPM it means No Paper Mode. This means the terminal either has no receipt paper or the paper is not inserted correctly. Change NPM Settings: Traditional Terminal Menu Operation Settings No Paper Mode Select if you want ...
Receipt Paper/Reprint Receipt/ FAQs
Receipt Paper Thermal Paper is used in the terminal. The paper should feed from underneath the roll. When using an S80 the paper does not need to be fed into the black rubber roller. How to Re-Print A Receipt: If the terminal is connect to a POS the ...
Print a Report
Print Reports: Menu Reports Current Report Select the preferred report type (Journal, Condensed, Short, Totals) Select All (Card Payment Types) Select All (Card type) By Transaction # Select All (Transaction Type) If you want to change this to your ...
Datawire/Datawire Issues (Status Error, Authentication Error, etc.)
DataWire Phone Number: 1.800.704.4202 NOTE: A Status Error does not mean the device needs to have the DataWire reset. If the device hasn’t registered with DataWire, there is nothing to reset. Check the description given after the “Status Error” and ...
Change Communication Type/Comm Type
Communication settings for Android devices are set in the Settings tab. Only the A80 can be set for Dialup. The Dial Tone Check must be turned off for Dial at Terminal level in the BroadPOS application Communication settings. Change Communication ...
HALO- High Amount Locked Out
High Amount Locked Out or HALO High Amount Lock Out or HALO is a feature where the merchant can request for a limit to be set on what will be the highest amount of transaction they can accept. Setting a specific amount as a limit will mean that any ...
Haagen Daz
Haagen Daz: Has their own terminal support and file build team with First Data. If they call requesting support, refer the caller to First Data's help desk. If they do not know whom to call, please provide the caller this number 877-935-2125
PED Tampered/ Terminal Be Attacked/ PCI Ped 4
Ped Tampered /Terminal Be Attacked: The terminal has detected an insecurity with the hardware and has locked itself for security purposes. This can happen if the terminal was dropped or actually tampered with. This error message will also appear if ...
HTTP Host Error
HTTP Host Error: This is a batch error from the host. It indicates that there is an issue with the batch URL. If the customer has never had issues batching, you can redirect the caller to the host to determine if they are experiencing any issues with ...
RMA Support
RMA Repair The new process includes accessing our new RMA and Repair portal at https://desk.zoho.com/portal/paxus/. Please visit our RMA FAQ site to review the applicable repair charge(s). Please, if new to our portal, sign up as a new user, receive ...
Handshake Error
Handshake Error: This occurs during a Firmware Update The terminal is not connecting to PAXSTORE or the firmware server. If this happens during a Firmware update make sure you are using the correct Port #, IP Address, and TID. Also, verify the port ...
No TMS/ Bind Error
NO TMS/Bind Error: If the customer is using PAXSTORE be sure the terminal is ACTIVE in PAXSTORE . If the customer is using a traditional terminal make sure it is pointing to t.paxstore.us with the port 9080, and that the terminal is active. Menu ...
DNS Resolve Error
DNS Resolve Error during a PING Test: This means the terminal is not connecting to the internet. First, ask if there have been any changes to the network. For example "have they changed Internet Service Providers?" "Was a router changed or replaced ...
Get Task Error
Get Task Error: A Firmware update issue. The terminals' firmware may be too old and cannot accept the new update. It is an incorrect TID when doing a firmware update. The customer may have entered the static IP information, the Remote IP, or Remote ...
Other Firmware Update Errors
Warning App Exception: A firmware update is needed. Warning Look-up Firmware: A firmware update is needed. Error Look-Up DNS: A firmware update is needed. If you receive this error and you are unable to access any other part menu or screen on the ...
Port Numbers
Advise callers to make sure the ISP (Internet Service Provider) does not have these ports blocked. If the customer is experiencing issues connecting to these ports have the ISP add them as an exception to the firewall. 8582 (Firmware Updates), ...
Setting Up Static IP Addresses
Setting Up Static IP Addresses CONVENTIONAL TERMINAL FIRMWARE STEPS: During any manual firmware download on a terminal, when prompted for “DHCP – Yes or No” you will enter the value that equals “No.” At this point, you will receive three prompts for ...
Must Register Error
Occurs when the terminal is not registered to PAXSTORE Validate the terminal Set-Up in PAXSTORE and that the terminal is Active Check the terminal configurations Menu - System Settings - Configuration Server URL and Server Port should be ...
Check LAN Cable
The error means there is an issue with the Ethernet Cable. Have the caller verify that the Ethernet cable is inserted all the way into the LAN port on the terminal and into the available port on the router or switch. Have the caller verify that the ...
Bypass Debit PIN
Bypass Debit PIN First Data Processing All transactions must be run as CREDIT. The chip will determine if the card uses a Debit PIN. If a customer wants to bypass their PIN and run the transaction as credit they will need to press the GREEN/ENTER ...
ECO- XML Validation Error/ Transaction Not Allowed
XML validation error/ Transaction not allowed Check the Merchant Category Code (MCC) on the parameters on the TSYS file. Check the TPP ID for Rapid Connect Applications. Please note that the TPP IDs have changed over time. If the ISO is updating an ...
S920L: Connect Issue/Radio Init/ Wifi Init
S920 Workaround is Attached if needed Use the Back Menu to connect to your SIM Card or Wifi. The preferred SIM Card provider is T-Mobile. We can not guarantee the service with any other provider. Access the Back Menu (OS Menu) Turn off the terminal ...
S80: Disable/Enable Buzzer Sound
On the Terminal There must be an application downloaded to the terminal to change the buzzer sound on the terminal. Press Menu Select Option 3-Operation settings. Enter Password for S80 Default MM-DD-YYYY Select Option 2-Buzzer Setup Select Option ...
S300: Screen and Keypad
The figure below shows an S300 terminal screen and keypad. 1. Power cycle terminal (turn terminal off and back on again). 2. During the self-test, press the Func button > then press Cancel to access the Main Menu (Root Menu).
S300 Power Cable Adaptor Connection
| | HELP DESK ARTICLE: S 300 Dongle Cable Attachment S300 Power Cable Adaptor Connection Purpose: This article answers general questions regarding the usage of the S300 Power Cable Adaptor. Use this article to troubleshoot the cable connection that ...