PAX Troubleshooting

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There are mainly 2 categories of PAX devices. Troubleshooting may vary depends on the type

  • Traditional Terminals
  • Smart Terminals

Pairing & Setup Errors

ERROR POSSIBLE REASON SOLUTION APPLIES TO
CONNECTION ERROR

1. Communication failure between PAX and POS

2. PAX IP Address has not been set in the POS Settings.

3.If you power cycle (unplug and re-plug the power cable) the device will receive a new IP address from the router. This IP Address needs to be updated into the POS gateway settings.

  1. Verify Payment Settings 
  2. Verify the IP Address 
  3. Verify the PAX Communications parameters 
  4. Ping Test 
  5. Run a sample Sale 
All Terminals

 

Payment Processing Errors

ERROR POSSIBLE REASON SOLUTION APPLIES TO 
Credit Card Sale Timing Out

1.User interaction with CC reader is too late

 

2. Manual Transactions with CC reader is taking more than 2 minutes

1. Interact with the Card Reader as soon as it shows up the amount 

2. Manual Transaction needs to completed within 2 min. You may bypass the address fields

All Terminals
Credit Card chip failure

1. Chip Card Malfunction

2. Chip Card Reader Malfunction

3. EMV Parameters Not Setup Correctly

1.Try Using the Chip Card Reader

If it fails 3 times the fallback mode will be activated and you can use a magnetic stripe to swipe the card.

2. Alternatively, you can use Apple Pay, Google Pay, or any NFC payments available

3.Ask the customers to use another form of payment if still doesn't work.

4. Contact your payment processor to set up the configuration/VAR Sheet.

All Terminals

 

PAX Hardware Errors

ERROR REASON SOLUTION APPLIES TO

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