Troubleshooting terminal hardware: power, connection, card and printer problems

Issue:  Bad communication – there was communication failure after the transaction started
Solution: Verify connection and try again 

 

Issue: Chip or swipe card cannot be processed
Solution: Try a different chip/swipe card, if the card can be read, the problem was with the particular card

 

Issue: Connection icon is grey
Solution:  Verify your internet, modem, and router working properly. Ensure all the cords are securely plugged in. 

 

Issue: Display is blank 
Solution: Ensure the power cable is connected to the power port and outlet 

 

Issue: Printer does not print
Solution: Confirm paper roll properly inserted and the cover is shut securely.  Wipe the thermal bar, and ensure the receipt paper is thermal paper.  

 

Issue: Terminal is not powering on
Solution: Ensure the power cord is properly connected to the terminal and outlet 

Issue: Terminal is not charging
Solution: Try another power socket, check cables for damage, try to do a battery pull (remove and put it back in).  

 

Issue: Transaction not completing 
Solution: Ensure the terminal is connected to internet /mobile data

 

Issue: Tap / Contactless does not work
Solution: Contact Cartis Support to confirm Contactless is enabled on your account.  

Issue: Terminal has a blue screen
Solution: Likely a power issue. Make sure the battery fully charged, try to remove and replace the battery, try another power socket. 

Issue: Buttons are not responding when pressed 
Solution: Try a reboot, press and hold yellow and # or remove battery then put it back in.