This section was designed to answer some of the questions most often asked about PAX payment terminals, including error messages and how-to instructions.
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Document not final Please note that this document is a work in progress and subject to change. |
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| title | Error Message: Connection Error |
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Problem: PAX terminal is giving an immediate Error Encountered: Connect Error Troubleshooting: Cabling Network PAX Device The device itself could be malfunctioning. Test another device to see if you can ping it. Check PAX device communication settings, verify if is setup Ethernet, HTTP Get and the IP, Subnet and DNS are valid. Replace PAX terminal if necessary
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Problem: PAX terminal is giving an immediate Error Encountered: AUTHENTICATION ERR or AUH ERROR - NO TICKET Steps for resolution: - Contact card processor via CBS Credit Card Team
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| title | ERROR 100023 NOT FOUND ADJUSTING TIP |
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If site gets the error above it means either of the following: - The batch has already settled and the tip cannot be added. There is nothing we can do to get the tip added at this point.
- The PAX device is not on the network. In this case we can get the PAX device on the network and they can enter the tip.
Steps to take to resolve this: - Verify you can ping all PAX devices.
- Log into ECM → Sites → Edit Site that is having the issue → Peripherals tab → Credit Card Terminal
- Ping each PAX IP address to verify they are on the network
- If they are not then have the site reboot the PAX device that you cannot ping and continue to trouble shoot.
- If they are on the network continue to the next steps.
- Verify that all PAX devices have the correct date, using the /wiki/spaces/PRODUCTTEAM/pages/138215456 in c:\cbs or c:\postinstall on the Order Entry Server.
- If any device has the incorrect date/time it could be batching too soon causing the error.
- Use the temporary fix issues to correct the date/time on the PAX device.
- This will not enable you to add a tip but fix it so it does not happen again.
- If all this is correct then the issue most likely is with the Batch time in PAXStore or on the processors end.
- Please note, Heartland does their own PAXStore settings, so the site would need to reach out to Heartland to change the batch time.
- You would want to send an email to CBS Credit Card Team for (FDMS or TSYS processors) or get with your PAXStore admin to check the settings.
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| title | Error Lookup DnsResolveExt (DNS Resolve Ext) |
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Error: Lookup DNSResolveExt
To fix this, we will have to do a firmware update by following the below steps. When asking for a Download Terminal ID, please use 21021000 for D210 devices and 30030030 for S300 Devices. - Power cycle the terminal
- During the self-test, press the Func key then press cancel
- From the menu that is displayed, choose "RemoteDownload"
- Choose "New Download"
- Next choose the communications method: WIFI If using a D210, TCP if S300
- In the remote IP, enter "50.79.90.190" or 216.238.144.195
- Enter "8001" or “8582” for the port number
- Enter the terminal ID (D210) 21021000 (or if using S300) 30030030 (You use this Terminal ID NOT the Terminal ID of the device.)
- (D210) Select the Wi-Fi access point and Input password
- (S300) Choose Yes if "Auto get local IP address (DHCP)" prompted
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| title | Error Lookup DhcpSet Dns |
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At this time this error has only been seen on PAX S300 Error was caused by updating the application on a PAX S300 that had old firmware on it When this error is received the device is completely unusable; it will not receive/process payments and the normal menu cannot be accessed. 
To fix this issue the firmware will need to be updated on the device. |
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| title | I'm getting an activation error; what do I do? |
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This error typically means that the terminal is not properly registered. First try to manually activate the terminal via the menu. If manual activation does not work, verify all PAXStore settings for the terminal, and specifically that the terminal’s Terminal ID (TID) is valid with the processor. To activate the terminal manually: - Touch Menu.
- Enter the password, then press Enter (green button).
- Touch Host Settings.
- Enter the password, then press Enter. The Host Settings menu display.
- Touch Host Register. (You may have to touch the Down arrow on the screen to see the button.)
- Touch Activation. The terminal should do something then return to the Host Settings screen.
- If you see an error, make sure that the settings for the terminal are correct in PAXStore.
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| title | How do I manually close a batch? |
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IMPORTANT: YOU SHOULD NOT MANUALLY CLOSE A BATCH. BATCH SHOULD AUTOMATICALLY OCCUR AT THE END OF EACH BUSINESS DAY. - Touch Menu.
- Enter the password and press Enter.
- Find and touch Hosts Settings.
- Enter the password and press Enter.
- Find and touch Batch Close. (You may have to touch the Menu Down arrow).
- You are prompted to "Close With Untipped Continue?"
- Contemplate that you should really let auto-batch occur.
- Touch Yes. The terminal will beep as it closes the batch.
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| title | Does the Order Entry system know if there are SAF batches? |
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IMPORTANT: This feature is only available with 4.9.4 iOS app and 4.9.4 server build. Manager and Staff screen will display if there is a SAF batches that have not been completed or sent. This is exclusive to the device that the PAX terminal is set as a peripheral for.
Manager Screen:
Staff Screen:
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