PAX Terminal FAQ

I see this error when I touch the external device icon on the payment screen.

This could be due to either of the following problems:

• Problem: One or more feature toggles is not enabled
• Solution: Verify that the following ECM features have been enabled (see CBS Credit Card Team/CBS Support)
  • • EMV Payment VX-805
    • Enable PAX Support
      
      
• Problem: Site's payment credit card processor is not set to a supporting processor (TSYS, Heartland, or FDMS)
• Solution: Ensure that credit card processor is set to a supporting processor (TSYS, Heartland, or FDMS) in ECM under Sites > Payment 

I see this error when I touch the external device icon on the payment screen.

This could be due to either of the following problems:

PROBLEM:

PAX terminal may have a different IP address than what is set in ECM

• Solution: Verify the IP address on the PAX terminal
  
  • Touch Menu on the PAX terminal screen.
  • Enter the terminal password. The Main Menu displays.
  • Touch the Down arrow.
  • Touch Communication.

• • Enter the terminal password.
  • Touch the Down arrow.
  • Touch ECR Comm. Type.
    

  • Touch LAN Parameters.

  • Touch the IP Address button on the screen. Verify that the IP address matches the entry in ECM.

NOTE: Leading zeros in the PAX IP address can be ignored. See images below showing how IP addresses from the PAX terminal should be entered in ECM:

PROBLEM:

PAX terminal may not be set for HTTP communications

• Verify: On PAX terminal
  • Touch Menu on the screen.
  • Enter the terminal password. The Main Menu displays.
  • Touch the Down arrow .
  • Touch Communication .
    
    
    
  • Enter the terminal password.
  • Touch the Down arrow .
  • Touch ECR Comm. Type.
    
    
    
  • Touch Ethernet. You are prompted for a port. Ensure that the value is 10009.
    
    
    
  • Press the green Enter button on the number pad.
  • Ensure that Communication Protocol: 2 is displayed, to indicate HTTP GET.
    

• Solution:
  • Correct fix: Communicate to the processor (TSYS, Heartland) or CBS Support/Credit Card Team (FDMS) that the Communications Protocol Type is incorrect. (See BroadPOS Tab Screenshots – Communication Tab.)
  • Emergency fix: On the Communication Protocol menu, touch HTTP GET.

 NOTE: This setting is reset whenever the software is updated on the terminal. Always contact the processor to ensure the correct value is set in PAXStore.

There are a few reasons Contactless/Tap will not work. 

• Problem: Get error "23 - Tap Not Accepted" -  the check is over $100
• Solution: Insert Card. EMV Contactless has a $100 limit in by default for PAX. Even if changed, processors and card brands (Visa, Mastercard, etc) do not accept "big" ticket amounts using contactless and will likely still reject higher amounts. Contactless is less secure, and has more fraud then inserting a chip, and it shifts the responsibility for chargebacks, so the transaction limit is low. 

• Problem: PAX device is not configured for Contactless/Tap payment
• Solution: PAX configuration: Misc tab, Peripheral Features, Contactless Module needs to be set to Internal if supporting tap-to-pay; otherwise. Disabled - by default this is set to Internal (enabled)

• Problem: The merchant account is not configured for Apple Pay payment (if using phone, not credit card for Tap)
• Solution: Ensure that credit card processor (TSYS, Heartland, FDMS, etc) are setup for Apple Pay on the Merchant Account. Need to call the card processor for the account and make sure it is flagged for Apple Pay, along with all major brands like Visa, Mastercard, Discover and American Express. It is not uncommon that the Merchant account is missing a flag for a setting on either Apple Pay or AMEX (which could be linked to the Apple Pay account) causing the payment to be rejected.   

When I try to run a credit card, I get a "TA Key Error"

TA Key means TRANSARMOR KEY. This is FDMS' second layer of security (P2PE using Tokens).

If the site is not configured for Trans Armor on FDMS' side, this setting will need to be turned off in PAXStore. If used, then it must be setup with the correct 4-character code. 

This error message means that the card is declined because of a restriction on the card or account. Another form of payment should be used. 

Reference: http://virtualpaymentsystem.com/help/knowledgebase.php?article=21

A "SERV NOT ALLOWED" message usually indicates that the merchant account with the credit card processor may not be set up for a specific card type. For FDMS this could be something like EBT Card type not allowed for the account. 

A parameter that is not being sent that the PAX needs. Could be an app update on the PAX device that needs to be downgraded back to its original working configuration.

Problem: PAX terminal is giving an immediate Error Encountered: Connect Error

Troubleshooting: 

1. Cabling

   • Swap the network cable if needed or relocate to a different Ethernet connection.

2. Network

   • Make sure firewall allowances for the device are set so that configuration data can be forwarded to that device (We normally do not manage client firewalls)

3. 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

Problem: When swiping Gift Cards on a PAX Terminal you're receiving the TRACK INVALID error message.

Solution:

• Configuration Paramaters for the PAX Terminal need to be properly configured in PAXStore.
  • Contact CBS Credit Card Team to verify this option is flagged for the PAX terminals
  • IMPORTANT NOTE: 
    • CBS Credit Card Team configures PAX with FDMS processors directly. 
    • If the sites utilize TSYS or Heartland, please inform CBS Credit Card Team as well so they can contact those processes to make proper changes to those PAX Devices in their environment.  
    

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
  

  • Items to check with card processor (FDMS - First Data only):

    1. Site is provisioned for Rapidconnect

    2. IPCOM needs to be set from NONE to DATAWIRE
       

    3. The Datawire ID (DID) is setup as self-registering for the PAX300.
       
       

  • After confirmation of all changes: PRIOR to downloading the new parameters configuration from PAXStore, please clear the DID within the PAX device first.
    
    1. Go to PAX terminal and tap Main Menu Host Settings > Host Register > Clear Register
       
    2. Reboot - This will download latest parameters from PAXStore
       
    3. Confirm the Datawire ID has been obtained on the PAX terminal:
       1. Main Menu> Host Settings > Host Register > Self Register
       2. If the Self Register button is available, please select this option. That means the DID still needs to be captured on that PAX terminal
          

If site gets the error above it means either of the following:

1. 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.
2. 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:

1. Verify you can ping all PAX devices.
   1. Log into ECM → Sites → Edit Site that is having the issue → Peripherals tab → Credit Card Terminal
   2. Ping each PAX IP address to verify they are on the network
   3. If they are not then have the site reboot the PAX device that you cannot ping and continue to trouble shoot.
   4. If they are on the network continue to the next steps.
2. 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.
   
   1. If any device has the incorrect date/time it could be batching too soon causing the error.
   2. Use the temporary fix issues to correct the date/time on the PAX device.
      1. This will not enable you to add a tip but fix it so it does not happen again.
3. If all this is correct then the issue most likely is with the Batch time in PAXStore or on the processors end.
   1. Please note, Heartland does their own PAXStore settings, so the site would need to reach out to Heartland to change the batch time. 
   2. 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.

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. 

1. Power cycle the terminal
2. During the self-test, press the Func key then press cancel
3. From the menu that is displayed, choose "RemoteDownload"
4. Choose "New Download"
5. Next choose the communications method: WIFI If using a D210, TCP if S300
6. In the remote IP, enter "50.79.90.190" or 216.238.144.195
7. Enter "8001" or “8582” for the port number
8. Enter the terminal ID (D210) 21021000 (or if using S300) 30030030 (You use this Terminal ID NOT the Terminal ID of the device.)
9. (D210) Select the Wi-Fi access point and Input password 
10. (S300) Choose Yes if "Auto get local IP address (DHCP)" prompted

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. 

This is common at RMG (Romano's Macaroni Grill) sites. They will get this message when attempting to run a credit card on a PAX device. 

Sample of the error in pax.log:

2017-09-27 15:12:41,951 [87] INFO PAX - Response << ResponseCode: 000100, ResponseMessage: DECLINE 
2017-09-27 15:12:41,951 [87] DEBUG PAX - ResponseCode: 000100 
2017-09-27 15:12:41,951 [87] DEBUG PAX - ResponseMessage: DECLINE 
2017-09-27 15:12:41,951 [87] DEBUG PAX - HostInformation 
2017-09-27 15:12:41,951 [87] DEBUG PAX - .AuthCode: 
2017-09-27 15:12:41,951 [87] DEBUG PAX - .HostResponseCode: 404 
2017-09-27 15:12:41,951 [87] DEBUG PAX - .HostResponseMessage: INVALID RESPONSE 
2017-09-27 15:12:41,951 [87] DEBUG PAX - AmountInformation 
2017-09-27 15:12:41,951 [87] DEBUG PAX - .ApproveAmount: null 
2017-09-27 15:12:41,951 [87] DEBUG PAX - .TipAmount: 0 
2017-09-27 15:12:41,951 [87] DEBUG PAX - TraceInformation 
2017-09-27 15:12:41,951 [87] DEBUG PAX - .TransactionNumber: 1 
2017-09-27 15:12:41,951 [87] DEBUG PAX - .ReferenceNumber: 1226532 
2017-09-27 15:12:41,951 [87] DEBUG PAX - .TimeStamp: 20170927150839 
2017-09-27 15:12:41,951 [45] INFO PAX - Payment 1226532: CreditCardSale

This is due to the app version the PAX device is on (these app versions are RMG specific, these working versions only apply to RMG)

Currently these are the only versions working in the field on the two PAX models we use:

• d210: V1.02.05E
• S300: V1.02.17E or V1.02.26E

You can find the application version by looking at the PAX terminal in PAXStore

Alternatively you can check the app version on the PAX directly. Log into the PAX and follow this path: Main Menu > System Settings > App Management > App Info

If the PAX is on an incorrect application version we will need to change the version in PAXStore and resend the parameters. Once the change has been made in PAXStore the PAX will need to be rebooted for it to download and install the new application and parameters. 

Problem: When swiping a credit card on the PAX device it returns an error message to Order Entry, "ERROR: RECEIVE ERROR"

Solution: This error is resolved two different ways. By activating the pax device or by updating the firmware on the PAX device.

Activation steps:

1. Tap Menu on the Pax (or press 1 and function at the same time)
2. Navigate to Host Settings
3. Navigate to Host Register
4. Navigate to Activation
5. Tap Activate.

Firmware update steps:

When asking for a Download Terminal ID, please use 21021000 for D210 devices and 30030030 for S300 Devices. 

1. Power cycle the terminal
2. During the self-test, press the Func key then press cancel
3. From the menu that is displayed, choose "RemoteDownload"
4. Choose "New Download"
5. Next choose the communications method: WIFI
6. In the remote IP, enter "50.79.90.190" or 216.238.144.195
7. Enter "8001" or “8582” for the port number
8. Enter the terminal ID (D210) 21021000 (or if using S300) 30030030 (You use this Terminal ID NOT the Terminal ID of the device.)
9. Select the Wi-Fi access point
10. Input password 

Error message:

Problem: The PAX device returns an error message, usually on new device configuration, "SO OPEN ERROR UAI"

Solution: This error is resolved by updating the firmware on the PAX device.

Firmware update steps:

When asking for a Download Terminal ID, please use 21021000 for D210 devices and 30030030 for S300 Devices. 

1. Power cycle the terminal
2. During the self-test, press the Func key then press cancel
3. From the menu that is displayed, choose "RemoteDownload"
4. Choose "New Download"
5. Next choose the communications method: WIFI
6. In the remote IP, enter "50.79.90.190" or 216.238.144.195
7. Enter "8001" or “8582” for the port number
8. Enter the terminal ID (D210) 21021008 (or if using S300) 30030420 (You use this Terminal ID NOT the Terminal ID of the device.)
9. Select the WIFI access point (D210)
10. Input password 

Error message:

Problem: When adjusting the tip on a failed chip transaction (meaning the card was swiped) you receive a "HTTP ERROR: 500" message on the PAX and Order Entry

Solution: Updating the application version on the PAX has resolved this issue the few times it has occured. How the application is updated depends on the processor the site has and how their PAX configurations are managed. Please consult a NSOE SME or CBS Credit Card Team before attempting this on your own. 

Traditional PAX

1. Touch Menu.
2. Enter the password and press Enter.|
3. Find and touch System Settings. (You may have to touch the Menu Down arrow).
4. Touch Date/Time Setup.

Android PAX

1. Android Homescreen > Settings 
2. Enter password
3. Scroll down and tap System 
4. Tap Date & Time 
5. Automatic Date & time should be turned on
6. Should be Automatic Time Zone turned on or Select Time Zone accordingly (default may be a China time zone)

Proper maintenance of card readers should include using a "card reader cleaning card" periodically to remove build up on the card reader contact heads. These cleaning cards are special cards that pre-saturated with a special solvent to be safe for use on sensitive components and to remove dirt and oil safely.

For any card reader, whether it is PAX, MagTek, etc, the reader contact points, both for Magnetic Stripe and EMV Chip reader,  will get dirty over time from dust, dirt, and oils in the environment or transferred from credit cards.

Dirty card reader heads are the cause of 4 of 5 card reader failures, which will cause errors when reading credit cards, or in some cases the cards may not even be recognized when swiped or inserted. 
At NO POINT should the internal components of the card reader be soaked, sprayed or washed with soap/water and towel. Incorrect cleaning can damage the card reader.

Using a Card Reader Cleaning Card:

• With the device(s) nearby, open a cleaning card packet and extract the card from the pouch.
• Insert into the EMV Chip slot and then swipe through the magnetic card reader the card through the card reader.
• Repeat this several times, at least 2-3 times depending on level of buildup, rotating the card if needed. 
• Plan next cleaning depending on level of use for the device and the buildup of grime removed on the card. The more dirt & oils removed, more frequent cleaning of reader heads may be needed, like once a week. If moderate buildup or use, maybe once a month. Adjust as needed the cleaning schedule. 

Follow your hardware manufacturers cleaning recommendations. For sanitizing and cleaning of PAX devices:

Sanitization Guide for PAX Terminals

Card Reader Cleaning Cards are available on the CBS NorthStar online supply store, among other online stores: 

 https://shop.cbsnorthstar.com/ProductDetail/Zebra-Cleaning-Cards-for-all-P/263192180/false/104531-001

When a site uses both PAX and MagTek devices for credit cards payments, it is important to know which hardware was used for the payment. PAX and MagTek devices process transactions differently from each other, so if there is a problem it is important to know which hardware type was used. An issue with a PAX device, may not exist when processed using a MagTek device, or vice versa. While payments can be researched by Support by looking through Log files, it may be useful to use ECM Reports to help identify the hardware that was used.

In ECM > Reports, there are several Payment reports that have not only have a column called 'Approval Code', but there is also a reference 'Code' column. The 'Code' field can be used to help identify the hardware type. For PAX devices it will generally use the Payment or Check # for the Code field on the report, but for MagTek (Magensa) devices it uses a Magensa reference code:
  

The default password is the current date in the format MMDDYYYY. For example, if the current date is July 4, 2016, the password is 07042016.

NOTE:

• Terminals default to UTC time. If the current date for your time zone doesn't work, try tomorrow's or yesterday's date 
• The terminal will lock if you enter the incorrect password more than 3 times. To reset, unplug the terminal, then plug it back in to power-cycle the terminal.

1. Touch Menu.

2. Enter the password and press Enter.

3. Find and touch Communications. (You may have to touch the Menu Down arrow).

4. Enter the password and press Enter.

If you have:

D210s

• Find and touch WiFi Parameters .
• Find and touch IP Address.

S300

• Find and touch LAN Parameters. 
• Find and touch IP Address

1. Touch Menu.

2. Enter the password and press Enter.

3. Find and touch Communications. (You may have to touch the Menu Down arrow.)

4. Enter the password and press Enter.

   If you have:

   D210s

• • Find and touch WiFi Parameters.

• • Find and touch PING. (You may have to touch the Menu Down arrow).

S300

• • Find and touch LAN Parameters.

• • Find and touch PING. (You may have to touch the Menu Down arrow.)

5. Leave the default (either www.google.com or 8.8.8.8).

6. Press Enter. You should see PING OK. If you don't see PING OK, then there's a network issue.

7. Press Cancel.

1. Touch Menu.

2. Enter the password and press Enter.

3. Pres Down arrow and find and touch System Settings 

4. Press down

5. Tap App Management

6. Enter the password and press Enter.

7. Tap App Update

8. Terminal will grab latest App Parameters from PAXStore setup

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.

You can schedule an application update in PAXStore:

• In PAXStore, select the terminal to update: My Terminals→ Click the terminal  → click View Application → in the Application table under Parameter, click the top-most View link.
• Click the Re-configure Parameter.
• Scroll to the bottom of any of the tabs.Click in the Effective Time and click
• OK for immediate deploy
• Select a date and time for a future deploy
• Click Submit.
• If deploying immediately, power-cycle the terminal.

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.

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:

When a customer pays on a PAX device, the cardholder agreement message printed on the receipt is different if the card number is entered manually vs. swiping the card

• Pay check via manual entry on PAX device (I tested using TSYS as my processor)
  • Cardholder agreement message honors the message that is set in ECM: 
    I agree to pay the above total amount according to my card holder agreement

• Pay check by inserting chip-enabled card on PAX device
  • Cardholder agreement message does not honor the ECM setting: 
    By entering a verified pin, cardholder agrees to pay issuer such total in accordance with issuer’s agreement with cardholder

Navigate to the Main Menu

1. Select Operation settings (Option 3)
2. Select Battery saver (Option 4)
   1. Set to 1 to turn Battery Saver Off

Each of the PAX devices can be factory reset. This is also commonly referred to as updating the firmware on the device. 

The procedure for each of the PAX devices we utilize is different.

D210
Download TID: 21021000

1. Power cycle the terminal
2. During the self-test, press the Func key then press cancel
3. From the menu that is displayed, choose "Remote Download"
4. Choose "New Download"
5. Next choose the communications method, WIFI
6. In the remote IP, enter “216.238.144.195”
7. Enter “8582” for the port number
8. Enter the terminal ID 21021000
9. Select the WIFI Access point (the wifi network you will be connecting the PAX to)
10. Input Password (password for the wifi network)

S300
Download TID: 30030097

1. Power cycle the terminal
2. During the self-test, press the Func key then press cancel
3. From the menu that is displayed, choose "Remote Download"
4. Choose "New Download"
5. Next choose the communications method, use TCP/IP
6. In the remote IP, enter “216.238.144.195”
7. Enter “8582” for the port number
8. Enter the terminal ID 30030097 (if it fails, try 30030030 or 30030040)
9. Choose Yes if "Auto get local IP address (DHCP)" prompted

PX5
Download TID: 51515151

1. Power cycle the terminal
2. During the self-test, keep pressing the 2 button until it's in Main Menu
3. From the menu that is displayed, choose "System Config", password 123456.
4. Choose "Remote Load"
5. Choose "New Load"
5. Next choose the communications method: TCP/IP
6. In the remote IP, enter "216.238.144.195"
7. Enter "8582" for the port number
8. Choose 1 "DHCP"
9. Enter the terminal ID (51515151), Enter
10. Cancel all the way back, Enter on Exit 

PX7
Download TID: 70707070

1. Power cycle the terminal
2. During the self-test, keep pressing the 2 button until it's in Main Menu
3. From the menu that is displayed, choose "System Config", password 123456.
4. Choose "Remote Load"
5. Choose "New Load"
5. Next choose the communications method: TCP/IP
6. In the remote IP, enter "216.238.144.195"
7. Enter "8582" for the port number
8. Enter the terminal ID (70707070)
9. Choose Yes if "Auto get local IP address (DHCP)" prompted

1. Click on menu (hold function button and press #1)
2. Password: 06122018 (password is always todays date)
3. Click: Merchant Settings
4. Authorizations
5. Password: 06122018 (password is always todays date)
6. Debit Prompt
7. Select Off
8. Click Enter to Save
9. Click Cancel to go back to main screen to accept transactions.