--- title: "Troubleshooting PAX Terminals" source_url: https://docs.rapyd.net/en/troubleshooting-pax-terminals.html lang: en --- # Troubleshooting PAX Terminals ### 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 [For Direct Rapyd Merchants](https://docs.rapyd.net/en/payment-terminal-support.md#UUID-afd3ed7d-bf6a-343a-1197-658cce771011_section-idm13401132919910 "For Direct Rapyd Merchants"). - 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. - 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](https://docs.rapyd.net/en/troubleshooting-pax-terminals.md#UUID-8a677f12-0865-aff7-7486-d59eaca9474f_N1700408022812 "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 [For Direct Rapyd Merchants](https://docs.rapyd.net/en/payment-terminal-support.md#UUID-afd3ed7d-bf6a-343a-1197-658cce771011_section-idm13401132919910 "For Direct Rapyd Merchants"). ### 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 [For Direct Rapyd Merchants](https://docs.rapyd.net/en/payment-terminal-support.md#UUID-afd3ed7d-bf6a-343a-1197-658cce771011_section-idm13401132919910 "For Direct Rapyd Merchants"). ### 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](https://docs.rapyd.net/en/troubleshooting-pax-terminals.md#UUID-8a677f12-0865-aff7-7486-d59eaca9474f_N1700408022812 "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 [For Direct Rapyd Merchants](https://docs.rapyd.net/en/payment-terminal-support.md#UUID-afd3ed7d-bf6a-343a-1197-658cce771011_section-idm13401132919910 "For Direct Rapyd Merchants"). ### 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 [For Direct Rapyd Merchants](https://docs.rapyd.net/en/payment-terminal-support.md#UUID-afd3ed7d-bf6a-343a-1197-658cce771011_section-idm13401132919910 "For Direct Rapyd Merchants"). ### 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 [For Direct Rapyd Merchants](https://docs.rapyd.net/en/payment-terminal-support.md#UUID-afd3ed7d-bf6a-343a-1197-658cce771011_section-idm13401132919910 "For Direct Rapyd Merchants"). ### 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**.