Purpose
To know how to diagnose and efficiently resolve an incident with a remote terminal by connecting to the terminal over the internet using PaySuite.
NOTE: Wpay terminals use AirViewer, a tool that allows users to securely monitor, visualise and troubleshoot an incident using a remote terminal over the internet.
To search for a specific terminal open the 'Reseller Detail' pane containing list of all the terminals.
Log into PaySuite using credentials.
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For individuals with access to multiple containers select the correct customer container from the far left menu.
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From the navigation panel on the left, click 'Terminal Management' under the 'Management' section.
NOTE: By default, the system searches using the terminal Serial Number (SN). Searching can also be done by using the terminal name or Terminal Identification number (TID).
Click the drop down menu next to the search bar (labelled 'SN').
Select the preferred search option (TID, SN or Name).
Refine the search with filters ('All', 'Inactive', 'Active' or 'Disabled').
Click the search icon (looks like a magnifying glass).
The search results display in the terminal list page (see image below).
8. Click on the specific terminal in the search results to open the ‘Device Record’ to open the 'Terminal Details Dashboard'.
9. Review relevant information about the terminal.
10. Select 'AirViewer' from the navigation menu on the 'Terminal Details Dashboard'.
NOTES:
Airviewer is the tool that allows merchants to use a remote terminal to monitor, visualize and troubleshoot an incident by connecting with it over the internet.
Update Airviewer version
If an error message says the version of Airviewer is not current/ not the latest, the terminal must:
- first be updated to the latest version.
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be added to the latest software group to complete the terminal apps update.
Only lower version apps will be updated by adding a record to this group.
Once the update is completed, continue to establish remote access:
- Click 'CONNECT' to request remote access.
NOTE: Communication access between the device and PaySuite is required for this to work. If com's is not available or broken, this service will not work/ stops working.
Remote Assistance remote connection
12. The merchant receives a prompt on the specific terminal to tap 'DECLINE' or 'APPROVE' the connection.
Approve or decline remote access
After the merchant approves the ‘invitation to connect’, access to the remote terminal is granted to continue in-depth troubleshooting and/ or monitoring.