Troubleshooting PAX A920
Contactless Not Working
Cause
Not properly connected.
Machine damaged.
Suggested solution
Check the connection.
Press Check ACQ Connection on the terminal.
Send photos of damage to Technical Support.
After each attempted solution, test the machine by trying a transaction for 1p.
Please Wait Screen
Frozen Screen (Please Wait screen)
Suggested solution
Restart the machine with the power button or press the back-arrow key at the bottom of screen.
Remove and replace the battery.
Factory data reset the machine and reinstall POSitive software.
After each attempted solution, test the machine by trying a transaction for 1p.
Screen Frozen on Firmware Download
Cause - This can happen if a firmware download was interrupted, if, for example, the terminal was low on battery or turned off mid-download.
Suggested solution - Press the Power and Volume Down buttons at the same time, and hold them down for several seconds. When the problem resolves, the Home screen appears.
Wi-Fi Connection Issues
Suggested solution
Check the Wi-Fi settings to make sure it says Connected under the correct network.
An authentication error or problem means the Wi-Fi password was not put in correctly. Forget the network and reconnect. Restart the internet router and then the card machine. Test the acquiring connection.
If the terminal has a SIM card, swap to 3/4G connection. Connect to a mobile hotspot to confirm terminal issue not site issue. Take the machine to another Wi-Fi to confirm terminal issue not a site issue.
SIM Card Connection Issues
Suggested solution
Confirm that the cellular settings and APN settings are correct.
Scan for a different network – cellular settings – network operators.
Remove SIM card – restart – reinsert SIM and restart again.
Check network service status in the area.
Declining Payments (All Types)
Suggested solution - Check that the connection type is working. If possible, swap connection types (so from Wi-Fi to 4G for example). Test the acquiring connection (should be very quick). If this is the issue, see Wi-Fi Connection Issues.
PED Tampered
Cause - This is an Alert Irruption.
Suggested solution - Replace the terminal.
White Screen
Suggested solution
Inspect the machine for damage. Submit photos to Technical Support.
Dead Screen
The screen is dead but the rest of the terminal lights up.
Suggested solution
Replace the battery.
Charge the terminal through the side port.
Inspect the machine for damage. Submit photos to Technical Support.
Slow Terminal
Suggested solution - Check that the connection type is working. If possible, swap connection types (so from Wi-Fi to 4G for example). Test the acquiring connection (should be very quick). If this is the issue, see Wi-Fi Connection Issues.
Terminal Not Charging
Suggested solution
Ensure that everything is plugged in correctly and no damage to wires. etc.
Clean the gold connection plates on base and terminal.
Plug charger into side port.
Change the power plug the charger is using and attempt the above steps.
Try a different Micro-USB cable.
Poor Battery Life
Suggested solution
Change display settings (Brightness and Sleep timer) and monitor for improvement.
Try charging through the side port as this is usually more efficient.
Card Not Present Issues
Suggested solution - Contact Technical Support.
Printing Issue
Suggested solution
Confirm the terminal has more than 10% battery.
Check the roller bar and printer lid for damage.
Make sure roller bar is not stuck inside the terminal (not in lid).
Inspect the machine for damage. Submit photos to Technical Support.
Printing Lid Does Not Close
Suggested solution
Make sure roller bar is not stuck inside the terminal (not in lid).
Inspect the machine for damage. Submit photos to Technical Support.
End of Day Report Query
Suggested solution
PAX terminals do not print an itemized End of Day, but only do totals. For detailed information, use the Client Portal.
The History report prints the last 8 transactions.
Use the Reprint options to produce copies of lost receipts or reports.
Request to Stay Logged In
Suggested solution
Check the Save credentials box before you enter the user ID and password.
Under APP settings, you can disable Auto Log Off.
Under APP settings, you can enable Auto Log On.
Print to Screen
Suggested solution
Under APP settings, enable print to screen.
Check that email receipts is enabled on the POSitive app. If not, push the app again to enable it.