Troubleshooting

Let us guide you through the most common questions about your terminal

Terminal can’t connect or displaying a transmission error?

Before performing any of the instructions below, please check which software you are running and follow the relevant instructions. You can find out what software version you are using on your getting started guide that you got from the box or alternatively push the ALPHA key on your terminal. If nothing happens you are on PTS2015, if you access a menu then you are on PTS2016.

If you see CANAUTH on your standalone idle screen or can access a Quick Access menu by pushing “2” while in integrated mode then you will be on PTS2017 software.

IP and Dial Connection

For IP Connection - Wired Type Terminals (S80 & S800): - PTS 2015
  • Is your Internet connection working?
  • Check that the Ethernet cable is in the LAN/RS232B Port on the back of the Terminal
  • Check the LAN Port Light on the Modem for the Port the Terminal is Connected to
  • Verify Modem LAN Port Light by Turning Off the Terminal – Port Light will go out
  • Turn the Terminal back on, wait for boot to complete, and perform a Log-On (Menu, Administration, Log-on)
  • If still not successful, Reboot the Modem (Turn off then on, and wait for Internet light to show activity) – then perform log-on
For IP Connection - Wired Type Terminals (S80, S800 Standalone or with S300 PIN pad): - PTS 2016
  • Is your Internet connection working?
  • Check that the Ethernet cable is in the LAN/RS232B Port on the back of the Terminal
  • Check the LAN Port Light on the Modem for the Port the Terminal is Connected to.
  • Verify Modem LAN Port Light by Turning Off the Terminal – Port Light will go out.
  • Turn the Terminal back on, wait for boot to complete, and perform a Log-On (Alpha, Log-on)
  • If still not successful, Reboot the Modem (Turn off then on, and wait for Internet light to show activity) – then perform log-on.
For Dial Connection - Wired Type Terminals (S80, S800 Standalone): - PTS 2015
  • Is there a telephone connected to the Same Line as the Terminal?
  • Check that no one is on that phone, that it is not “Off Hook”, and that it has a Dial Tone.
  • Check that there is a Telephone cable in the LINE Socket on the back of the Terminal.
  • Turn the Terminal Off, and Back on again – wait for boot to complete and perform a Log-On (Menu, Administration, Log-on)
  • If Issue persists, check the Line – Remove the cable from the LINE Socket in the back of the Terminal, and Plug that cable into the back of a Telephone – Now verify that there is a Dial Tone on phone.
For Dial Connection - Wired Type Terminals (S80, S800 Standalone or with S300 PIN pad): - PTS 2016
  • Is there a telephone connected to the Same Line as the Terminal?
  • Check that no one is on that phone, that it is not “Off Hook”, and that it has a Dial Tone.
  • Check that there is a Telephone cable in the LINE Socket on the back of the Terminal.
  • Turn the Terminal Off, and Back on again – wait for boot to complete and perform a Log-On (Alpha, Log-on)
  • If Issue persists, check the Line – Remove the cable from the LINE Socket in the back of the Terminal, and Plug that cable into the back of a Telephone – Now verify that there is a Dial Tone on phone.

Wireless GPRS

For GPRS/3G Type Terminals (S90 and S900) - PTS 2015
  • Turn the Terminal off, and Turn it back on again.
  • Once it has completed its start-up, Check there is a Signal Icon and there is at least 1 Bar of Signal on the Top of the Screen
  • Perform a Manual Log on – Menu, Administration Menu, Log-on
  • If there is no signal, perform the following:
  • Disconnect Terminal from Charger
  • Remove back Cover and Battery.
  • Ensure Sim is in Left Hand Slot (TELSIM or SIM1 for S900 Type Terminal) CAREFULLY remove Sim Card by Sliding Sim Card Door Down to Unlatch – Swing door up and Slid Sim Out .
  • Clean Sim Card with Dry Cloth
  • Re-install Sim card into the Door, paying attention to Orientation – Swing door closed, then Carefully press down, and slid Up, to latch door Closed
  • Re-install Battery and Turn Terminal On
  • Once it has completed its start-up, Check there is a Signal Icon and there is at least 1 Bar of Signal on the Top of the Screen
  • Perform a Manual Log on – Menu, Administration Menu, Log-on
For GPRS/3G Type Terminals (S90 and S900) - PTS 2016
  • Turn the Terminal off, and Turn it back on again.
  • Once it has completed its start-up, Check there is a Signal Icon and there is at least 1 Bar of Signal on the Top of the Screen
  • Perform a Manual Log on – Menu, Administration Menu, Log-on
  • If there is no signal, perform the following:
  • Disconnect Terminal from Charger
  • Remove back Cover and Battery.
  • Ensure Sim is in Left Hand Slot (TELSIM or SIM1 for S900 Type Terminal) CAREFULLY remove Sim Card by Sliding Sim Card Door Down to Unlatch – Swing door up and Slid Sim Out .
  • Clean Sim Card with Dry Cloth
  • Re-install Sim card into the Door, paying attention to Orientation – Swing door closed, then Carefully press down, and slid Up, to latch door Closed
  • Re-install Battery and Turn Terminal On
  • Once it has completed its start-up, Check there is a Signal Icon and there is at least 1 Bar of Signal on the Top of the Screen
  • Perform a Manual Log on – Alpha, Log-on

Wireless Wi-Fi

For Wi-Fi Type Terminals (D210 and D200) - PTS 2015
  • Check that the Terminal is not out of Wi-Fi range – at least 1 – 2 Bars of Wi-Fi Signal
  • Check the Wi-Fi Icon (Top Left) is “White” (same brightness as Battery Icon)
  • If it is, Perform a Manual Log on – Menu, Administration Menu, Log-on
  • If Terminal is Connected to a Smartphone Hotspot, Ensure that Data is enabled, that the Data Plan has Credit, and it is a plan that includes HOTSPOT Use.
  • Turn the Terminal off, and Turn it back on again.
  • During the Start up Cycle, Terminal will attempt connection to Wi-Fi – If fails, Try Re-configuring Wi-Fi
For Wi-Fi Type Terminals (S920) - PTS 2016
  • Check that the Terminal is not out of Wi-Fi range – at least 1 – 2 Bars of Wi-Fi Signal
  • Check the Wi-Fi Icon (Top Left) is “White” (same brightness as Battery Icon)
  • If it is, Perform a Manual Log on – Alpha, Log-on
  • If Terminal is Connected to a Smartphone Hotspot, Ensure that Data is enabled, that the Data Plan has Credit, and it is a plan that includes HOTSPOT Use.
  • Turn the Terminal off, and Turn it back on again.
  • During the Start up Cycle, Terminal will attempt connection to Wi-Fi – If fails, Try Re-configuring Wi-Fi

Charging your S920 using the charging base

We’ve noticed some S920 terminals will power off and restart when they are placed on the charging base. We are working with our manufacturing partner to resolve this issue.

In the meantime, we suggest you stop using the base to charge the terminal. Instead, use the USB cable plugged into the mains adaptor – you’ll need to keep it plugged in for at least 3 hours for a full charge.

If you want to continue using the base, just be aware the terminal may restart.

Charging from a USB cable plugged into a computer/tablet

If you’re plugging into a computer/laptop USB port to charge, this won’t provide enough current to fully recharge the battery – it’s only enough to maintain it.

We recommend regularly charging overnight/at the end of the day using the USB cable plugged into the mains adaptor.

Still need help?

If these troubleshooting tips don’t get you back up and running fast, then we’re just a phone call away with the technical support you need.

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