PAX A80 FAQ and Trouble shooting guide

PAX A80 FAQ AND TROUBLE SHOOTING GUIDE

20181025 v1.05 .

Non-Android Support: [email protected] Android and PAXStore Support [email protected]

(877) 859-0099 www.pax.us

PAX A80 FAQ and Trouble Shooting Guide Date: 2018-10-25

Version: 1.05

mailto:[email protected]

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(877) 859-0099 www.pax.us

20181025 v1.05 .

PREFACE

PAX A80 – FAQ and Trouble Shooting Guide Version: 20181025 v1.05 Status: ［］Draft ［★］Release ［］Modify Copyright © 2015, 2016, 2017 PAX Technology, Inc. All rights reserved

The Programs (which include both the software and documentation) contain proprietary information; they are provided under a license agreement containing restrictions on use and disclosure and are also protected by copyright, patent, and other intellectual and industrial property laws. Reverse engineering, disassembly, or decompile of the Programs, except to the extent required to obtain interoperability with other independently created software or as specified by law, is prohibited.

This document is provided to you for informational purposes only. All features and specifications are subject to change without notice. If you find any problems in the documentation, please report them to us in writing. This document is not warranted to be error-free. Except as may be expressly permitted in your license agreement for these Programs, no part of these Programs may be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose. Security Notice: No part of this publication may be copied, distributed, stored in a retrieval system, translated into any human or computer language, transmitted, in any form or by any means, without the prior written consent of PAX Technology, Inc. PAX are either trademarks or registered trademarks of PAX Technology Limited in China and/or other countries. All other trademarks or brand names are the properties of their respective holders. Copyright 2016, PAX Technology Limited, All Rights Reserved Technical Support

If you encounter a problem while installing, registering or operating this product, please make sure that you have read the documentation. If you cannot resolve the Issue, please contact us.

PAX support operates 24 hours a day, 7 days a week. Your level of access to this Service is governed by the support plan arrangements made between PAX and your Organization. Please consult this support plan for further information about your entitlements, including the hours when telephone support is available to you.

Technical Support Contact Information: Phone: (877) 859-0099 Email: [email protected] URL: www.pax.us


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REVISION HISTORY

Date Version By Description

2018/07/03 v1.00 Clif Euler 1. Initial release

2018/07/19 v1.01 Clif Euler 1. Changed reference to terminal portability. “The A80 is portable when the optional battery is installed. The optional battery part number is 200206010000046.”.

2. Changed version to 20180719 v1.01.

2018/08/20 v1.02 Clif Euler 1. Changed cover page image to US version. 2. Change item information regarding the optional battery.

Updated: The A80 is portable when the optional battery is installed in a limited capacity. The printer is disabled when using the backup battery and supports approximately 50 transactions.

3. Changed Revision History Font to Calibri. 4. Added the following key download sections.

2.18 How are the keys cleared from the terminal? From the PaxInject application. To clear ALL keys, from the US INJECTION menu select the CLEAR PED option. The select Confirm CLEAR PED. To confirm clearing of the PED key file, select [CONFIRM]. Note: This should only be performed when instructed to clear the keys. 2.19 What are the TNS and KIM keys? These are Canadian keys.

2018/09/04 v1.03 Clif Euler 1. Added 2.22 Is the A80 water proof? 2. Added 2.23 What is the dust proof IP rating? 3. Added 2.24 Are there overlays available for the A80 terminal? 4. Added 2.25 Is it possible to use images on receipts for the A80? 5. Changed version to 20180904 v1.03

2018/09/11 v1.04 Clif Euler 1. Removed how to clear key section 2. Changed version to 20180911 v1.04

2018/10/25 v1.05 Clif Euler 1. Added How long does it take to charge the A80 battery? 2. Updated battery run down time at approximately 30 min. 3. Updated footer format with new support contact information

with Android and non-Android support and font size. 4. Updated version to 20181025 v1.05 5. Added What bar codes are supported for the A80?


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Table of Contents PREFACE ........................................................................................................................................................ 1

REVISION HISTORY ......................................................................................................................................... 2

1 Introduction .......................................................................................................................................... 5

1.1 Purpose ......................................................................................................................................... 5

2 FAQ and Trouble Shooting Questions and Answers ............................................................................. 5

2.1 What is the PAXSTORE? ................................................................................................................ 5

2.2 Can the A80 download applications from the PAXSTORE?........................................................... 5

2.3 Can the A80 download applications from BroadPOS? .................................................................. 5

2.4 Error message: Login failed, terminal (SN:nnnnnnnnnn) not registered. ..................................... 5

2.5 The printer paper comes out, but nothing is printed. .................................................................. 5

2.6 The power cord is plugged in, but the terminal will not turn on. ................................................. 5

2.7 The display is very dark, how can I brighten the display? ............................................................ 6

2.8 The screen times out and goes dark too soon, how do I adjust the display timeout? ................. 6

2.9 The terminal is not able to connect to the internet. .................................................................... 6

2.10 The terminal has intermittent Wi-Fi connectivity. ........................................................................ 6

2.11 How to take a screen capture on the A80 .................................................................................... 6

2.12 Is the A80 portable? ...................................................................................................................... 6

2.13 How long does it take to charge the A80 battery? ....................................................................... 7

2.14 Can the A80 be integrated with a POS or ECR device? ................................................................. 7

2.15 Does the A80 support Bluetooth communication and peripherals? ............................................ 7

2.16 What size is the thermal paper roll? ............................................................................................. 7

2.17 How do I turn on and off Demo mode? ........................................................................................ 7

2.18 Is the A80 available in other colors? ............................................................................................. 7

2.19 What are the TNS and KIM keys? .................................................................................................. 7

2.20 Which RJ11 Phone Jack connects to the phone service provider? ............................................... 7

2.21 Can the terminal print bar codes and QR Codes? ......................................................................... 7

2.22 Is the A80 water proof? ................................................................................................................ 7

2.23 What is the dust proof IP rating? .................................................................................................. 7

2.24 Are there overlays available for the A80 terminal? ...................................................................... 7

2.25 Is it possible to use images on receipts for the A80? ................................................................... 8

2.26 What bar codes are supported for the A80? ................................................................................ 8


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3 Terminal Based Application Error Codes .............................................................................................. 8


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1 Introduction 1.1 Purpose This document’s purpose is to provide trouble shooting questions and answers for the PAX A80 terminal.

2 FAQ and Trouble Shooting Questions and Answers 2.1 What is the PAXSTORE? The PAXSTORE is an online market place for terminal applications and provides terminal management solutions. The PAXSTORE connects merchants and their PAX terminals with the opportunity to purchase and download applications. It also provides application developers a way to upload applications to be available online and supports terminal management with download control and parameter configuration.

2.2 Can the A80 download applications from the PAXSTORE? Yes, the A80 uses the PAXSTORE client application installed on the A80 terminal to access the PAXSTORE. It will display available applications on the PAXSTORE for download and supports applications configured to be pushed from the PAXSTORE which may or may not be displayed on the store.

2.3 Can the A80 download applications from BroadPOS? Currently the A80 does not support terminal application downloads from BroadPOS.

2.4 Error message: Login failed, terminal (SN:nnnnnnnnnn) not registered. When attempting to login in using the PAXSTORE client on the terminal an error message is displayed: Login failed, terminal (SN:nnnnnnnnnn) not registered.

This usually means the serial number has not yet been added to the PAXSTORE or the serial number may require additional attention on the PAXSTORE. Please contact customer support to resolve this error message.

2.5 The printer paper comes out, but nothing is printed. If the paper is coming out of the terminal but nothing is printed this usually means the thermal paper is installed backwards and needs to be turned around. Open the paper door on the back of the terminal, remove paper roll, set the paper to have the paper pull from the top of the roll, then pull approximately 3” of paper out from the roll. Then place the roll into the terminal with the paper pulling from the top of the roll. Then close the lid and tear off the excess paper. Reprint the transaction and verify the transaction is printed on the receipt.

2.6 The power cord is plugged in, but the terminal will not turn on. There can be several causes;

• The AC transformer is defective – try another AC transformer and see if this works. • The power cord is defective – try another power cord.


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2.7 The display is very dark, how can I brighten the display? The display brightness can be adjusted within the Settings mode. From the terminal IDLE screen select Settings > Enter Password > Display > Brightness level > move the slide to the right to brighten the display and move the slide to the left to darken the display.

2.8 The screen times out and goes dark too soon, how do I adjust the display timeout? The display time out sleep mode can be adjusted to change the amount of time the display stays on after no activity. The display time out mode can be adjusted within the Settings mode. From the terminal IDLE screen select Settings > Enter Password > Display > Sleep > select one of the displayed options 15 seconds, 30 seconds, 1 minute, 2 minutes, 5 minutes, 10 minutes, 30 minutes or select Cancel to exit without any changes. The Sleep menu will display the current time out setting.

2.9 The terminal is not able to connect to the internet. If the terminal is not connecting to the internet, please review all the Wi-Fi settings in the terminal to match the Wi-Fi network. Another step is to turn off the power to the access point and the terminal for about 3 minutes and then turn back on the power. Wait approximately 2 minutes and then check the connection. Also, the SSID and the password are case sensitive so please be sure to check these. If all the settings are correct, verify that there is Wi-Fi coverage where the terminal is located. Try moving the terminal closer to the Wi-Fi access point to see if the terminal connects. If it connects when the terminal is relocated, then either another Wi-Fi access point needs to be added to the network or the existing access point needs to be relocated to support good Wi-Fi coverage for the terminal location.

2.10 The terminal has intermittent Wi-Fi connectivity. If the terminal has intermittent Wi-Fi connectivity, verify the terminal has good Wi-Fi coverage. If the coverage is good in all places the terminal is used, then please check the Wi-Fi access point channel to see if it competes with other Wi-Fi access points nearby using the same channel. If there are other Wi-Fi access points nearby with the same channel, then changing to a channel not used by any of the nearby access points will help minimize dropped connections. If the coverage is not good, then try relocating the terminal or access point for better coverage.

Another step is to turn off the power to the access point and the terminal for about 3 minutes and then turn back on the power. Also, check to see if power to the Wi-Fi access point is not interrupted. If the access point is using a switched power source, please consider a power source that is always on. Some equipment such as microwave ovens and curling irons can impact Wi-Fi coverage.

2.11 How to take a screen capture on the A80 With two fingers swipe right to left across the screen.

2.12 Is the A80 portable? The A80 is portable when the optional battery is installed in a limited capacity. The printer is disabled when using the backup battery and supports approximately 50 transactions or 30 minutes. The optional battery part number is 200206010000046.


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2.13 How long does it take to charge the A80 battery? The optional A80 battery takes approximately 2 hours and 15 minutes for a full charge. Charging time may vary.

2.14 Can the A80 be integrated with a POS or ECR device? The A80 can be integrated with a POS or ECR device using the PAX POSDK SDK.

2.15 Does the A80 support Bluetooth communication and peripherals? The A80 supports Android Bluetooth communications and standard Android type Bluetooth protocol. Application developers can code to the Android type Bluetooth format.

2.16 What size is the thermal paper roll? The thermal paper roll is 2-1/4” wide x 1-1/2” diameter and approx. 50’ Length.

2.17 How do I turn on and off Demo mode? To enable Demo Mode from the payment application IDLE screen, select FUNC > Settings > Enter Password > Operation Settings > Set the Demo Mode switch to ON. When Demo Mode is enabled Demo Mode is printed on the transaction receipt header and is displayed on the right side of the screen. To disable Demo Mode, perform the same steps and set the Demo Mode switch to OFF. The batch must be closed to enable or disable demo mode.

2.18 Is the A80 available in other colors? The A80 is available in the white and gray color combination. Orders over 3000 units can be produced in custom colors.

2.19 What are the TNS and KIM keys? These are Canadian keys.

2.20 Which RJ11 Phone Jack connects to the phone service provider? The Line RJ11 dial port should be connected to the dial tone service provider wall jack. The Phone port can be connected to another terminal, phone or fax machine.

2.21 Can the terminal print bar codes and QR Codes? The terminal supports printing bar codes and QR codes.

2.22 Is the A80 water proof? The A80 terminal is not water proof.

2.23 What is the dust proof IP rating? The dust proof Ip rating is IP5X.

2.24 Are there overlays available for the A80 terminal? No overlay is needed the terminal already has an ADA compliant keypad.


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2.25 Is it possible to use images on receipts for the A80? The A80 supports receipt header images downloaded from the PaxStore parameter file. Image maximum size is 150 pixels wide by 80 pixels high in a .png format. For customer developed applications this is up to them to configure this ability.

2.26 What bar codes are supported for the A80? The following bar codes types are supported on the A80 terminal. Code reading validation test occurred using 10cm/3.9in distance.

• 1D Scanner module: can scan 1D barcodes; EAN-13, EAN-8, UPC-A, UPC-E, Code39, Code93, Code128.

• 2D Scanner module: can scan 1D and 2D barcodes; EAN-13, EAN-8, UPC-A, UPC-E, Code39, Code93, Code128.

• QR Type; PDF417, DataMatrix.

3 Terminal Based Application Error Codes These error codes are created by the terminal BroadPOS application only. Terminal OS level and Host response error codes are not included. Custom applications are not included.

Code Message Comment -1 Timeout No activity with the transaction. If

Idle too long the transaction times out.

-2 Connect Error Check the network connection status -3 Transaction Cancelled User canceled the transaction. -4 Send Error Code Terminal send request to the host

failed. -5 Receive Error Receive response from the host failed. -6 No Transaction Transaction not found. The

transaction requested does not exist. -7 Original Transaction Does Not Exist Original transaction not found. The

message may display during a void or adjust.

-8 Transaction Has Been Voided The transaction has been voided. Once the transaction has been voided it cannot be changed.

-9 Transaction Cannot be Voided The transaction to void does not match the EDC type and trans type or the transaction is a FPS transaction using card swipe.

-10 Host Reject Host rejected the terminal request. Check whether your request is valid and what the response from host says.

-11 Terminal Not Signed In, First Do POS Sign in

Not Used


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Code Message Comment -12 Transaction Number Exceeded, Please

Settle Now Not Used

-13 Transaction Number Exceeded, Please Settle Later

Not Used

-14 No Free Space, Please Settle Now Not Used -15 Unsupported Transaction The original transaction does not

support adjust or the original transaction is not an AUTH. POSTAUTH not allowed.

-16 Cannot Match the Original Card Number

The original transaction PAN is not the same as the PAN submitted. Void or Return not allowed.

-17 Wrong Supervisor Password The password entered is wrong. -18 Parameter Error The parameter loaded from PAXStore

cannot be used. Confirm settings. -19 Last Batch Attempt Failed, Please

Settle to Continue Not Used Last Batch close attempt failed.

-20 Amount Too Large The amount inputted is too high and is out of limit.

-21 Host Approval, Card Denied. Please Contact Issuer

Host approved but the card EMV denied the card. Contact card issuer.

-22 NONE Deprecate -23 Tip Adjust Not Supported Transaction does not support tip

adjust. -24 TWK Key Inject Length Not Valid Not Used TWK key inject length not valid. -25 Invalid Account The card is invalid. Please check card

type. -26 Card Expired The card is expired. -27 No Support This is not an error. It just tells the

program that it can continue. -28 Get Info From Host Failed Not Used -29 Duplicate Transaction You may use same card, same amount

and other same info to do transaction again.

-30 Transaction Declined The transaction is declined by host. Please make sure your transaction is valid.

-31 No Response from Server No response from server. Check terminal network settings, network status, host URL, host server status.

-32 General Error Unknown error. -33 Total Amount Error Amount number format wrong. -34 Duplicate Invoice The invoice number is already used. -35 Card Type Not Supported Card type is not supported. -36 Enter Pin Canceled User canceled pin entry.


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Code Message Comment -37 Network Unavailable Check network status, terminal

network configuration. -38 Please Inject Key Terminal requires Key Injection -39 Secure Card Error The secure card input times have been

exceeded. -40 Invoice Can Not Be Zero Do not enter 0 for invoice number. -41 NONE Deprecated -42 Split Tender Not Supported Not Used -43 Mismatch EDC Type Not Used -44 Upload Failed Transaction upload failed. See other

prompt message for detail. -45 Chip Card Read Error Error in reading chip card information

when the card is inserted. -46 NONE Deprecated -47 Fallback to Swipe Not Allowed The program trys to fall back to swipe.

But swipe is not supported. Check settings. Re-attempt transaction.

-48 • Quick Chip Not Supported • Offline Declined • Host Error Message

EMV has some error. Quick Chip Not Supported. Re-attempt without Quick Chip. OFFLINE DECLINED.

-49 Host Error Message -50 Already Complete The original auth transaction has been

completed and cannot do POSTAUTH. -51 Chip Card Error Chip card error. Re-attempt

transaction. -52 Upload Complete -53 NONE Deprecated -54 Batch Close Failed Batch close attempt failed. An error

occurred during batch close. See other prompt message for detail.

-55 Mismatching Account Duplicated with -16. The original transaction PAN and exp date are not the same as the PAN and exp date you specify. You cannot void it or return it.

-56 Not Supported in SAF Offline Mode Current time is not in the allowed time for Store & Forward.

-57 Out of SAF count limit Store & Forward transaction count exceeded maximum limit. Please close store & forward mode or upload all SAF transactions.


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*PAX Technology, Inc. is not responsible for the content, quality, accuracy or completeness of any information or materials contained in on these pages. PAX Technology, Inc. does not endorse any content, viewpoints, products, or services contained on these pages and shall not be held liable for any losses caused by reliance on the accuracy, reliability or timeliness of such information. Any person or entity that relies on any information obtained from these pages does so at his/her own risk.


PAX A80 FAQ and Trouble shooting guide

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