Most Common Incidents
NOTE: In all cases if the solution provided below fails to fix the incident, contact Wpay Support by going to the bottom of this page and clicking the 'Contact Us' button.
Comms error
Terminal cannot establish connection with the required server or payment system.
Check internet connection
- Verify that the terminal is connected to the correct network.
- Ensure the networking is functioning properly.
If paired to a base:
- Ensure the terminal is paired properly with the base.
- Confirm the network is available.
If through RNDIS:
- Ensure Ethernet connection settings are correct with those listed in the Base Pairing Guide.
If using Wi-Fi:
- Confirm the terminal is connected to the correct Wi-Fi network. (you can confirm the internet is working by hot spotting to a phone).
If using cellular connection:
- Verify the cellular connection is active and stable by restarting the terminal (to refresh the connection).
If the above solutions have not worked, key the appropriate function code into the ‘POS Connect’ menu.
| Action | Function code |
|---|---|
| To configure the terminal communication method | 1111 2227 |
| To perform a network diagnostic test | 42071 |
| To display or reset the cloud pairing code | 8880 |
| To exit out of the Linkly Connect App and display the main menu | 9999 |
For RNDIS service, make sure:
- the PaySuite L920 base has both the power cable and cable (Ethernet or USB) connected to the base.
- the Linkly RNDIS service is running (check by going to ‘Services.msc’ labelled ‘LinklyRndisService’.
Battery issues
If the terminal shuts down automatically, will not power ON, will not charge or if the battery level remains stuck and does not increase:
- Click on the battery icon in the top right corner of the terminal (see below) to identify if there is a problem with the battery or charger.
Location of battery icon
To check the battery
- Remove and reinsert the battery.
- Use the original charging cable to charge the device for at least 30 mins (If it doesn’t charge, try using another charging cable).
- Inspect the charging port to determine if there is damage to the port or if there is dust or debris interfering with the connection.
- if there is damage to the port, contact Wpay Support to replace the terminal.
- if there is dust or debris interfering with the connection:
- disconnect the power to the terminal and Wi-fi cable
- use either a soft brush or compressed air to clean the contacts
- reconnect the cables
- If this does not remedy the situation, contact the supplier to replace the terminal.
Printer Issues
If receipts are not printing, are not printing clearly or the terminal displays a printer error:
- Check for damage to the roller and printer cover.
-
Ensure the printer paper is loaded correctly and is clean.
NOTE: To ensure the paper can feed through the printer roller correctly, there must be no dirt or substances (oil/ liquids) on the paper and the paper must be dry.
- Verify that the terminal has enough battery charge to print.
- If required, replace the printer paper and try again.
SIM card connection issue
If the terminal is unable to detect or establish a stable connection with SIM card:
- Verify cellular network and APN settings are correct.
- Remove SIM card and restart the terminal.
- Reinsert and restart the device.
- Check the SIM network status in the area.
- Check if SIM chip is working by placing it in another device.
Frozen screen or 'Please Wait'
A frozen screen can occur when a firmware download is interrupted or has not completed updating. If the terminal screen is frozen or on the 'Please Wait' screen:
- Restart the terminal.
- If restarting the terminal is not effective, it may be the battery. Check for a spare battery or another working device and replace the battery in the frozen terminal. If this does not work, log a terminal replacement request.
It may be necessary to log into a terminal remotely. Airviewer is the tool that is used to LOGON to a terminal if so, see: Log into a remote terminal