VX690 – How do I fix a Comms Error?

By August 16, 2018 October 2nd, 2018 Uncategorized

If your EFTPOS terminal or receipt shows a Comms Error when you try a transaction, settlement, or logon it means that the terminal is unable to connect to the payment network.

Depending on what communications method your terminal uses there are different ways to find the cause for this and resolve it.

GPRS

Check the top of the screen for the GPRS icon.

If the icon is grey, select LOGON from the menu. If this says Approved your terminal is ready to go.

If the icon is  red, try the following:

  • Reboot your EFTPOS terminal
    • Take the VX 690 terminal off the charging base, hold in the red X key until it turns off, wait a few seconds, then hold the green Enter key until the screen turns back on
  • Are you in an area with poor or no mobile coverage?
    • Your terminal should switch into Offline Mode after two failed transactions
    • When you have signal bars again select Logon from the menu and the terminal will start to upload these captured transactions
  • If the battery charge on your terminal is too low  it may be unable to get a signal, do transactions, or print receipts
    • Charge your terminal for at least 30 minutes and try again
  • If you are using a Vodafone Global SIM card we can check its network status
    • Please contact our 24/7 technical support team for assistance
  • If you are using your own SIM card it might have run out of mobile data or have another issue
    • Contact the mobile network company who provided you the SIM card to check its status

Wi-Fi

Check the top of the screen for the Wi-Fi icon.

If the icon is  grey, select LOGON from the menu. If this says Approved your terminal is ready to go.

If the icon is  red, try the following:

  • Reboot your EFTPOS terminal
    • Take the VX 690 terminal off the charging base, hold in the red X key until it turns off, wait a few seconds, then hold the green Enter key until the screen turns back on
  • Is your internet connection working?
    • If you have a computer or smart phone on the same network as your EFTPOS terminal, try doing a web search or opening an app to check if you’re connected to the internet
  • Even though the terminal is connected to your modem by wi-fi, the internet connection may still be unavailable
    • If possible, check the internet is up from another device e.g. a computer or mobile phone by browsing a website or loading an app that requires an internet connection
  • Reboot your broadband modem
    • Please check with anyone else who might be using the internet at the time!

Wi-Fi Setup Instructions

To connect your terminal to a new wi-fi access point do the following:

  • Menu
  • Utility
  • Network
  • WIFI
  • Scan New
  • Select the correct wi-fi network
  • Enter the password

If successful, the wi-fi icon should turn grey. Select LOGON from the Menu to check it’s working.

Changed your wi-fi password?

If you’ve changed your wi-fi password and your terminal will no longer connection, follow these steps:

  • Menu
  • Utility
  • Network
  • WIFI
  • Select the network name
  • Address Setup
    • This will almost always be DHCP
    • If your wi-fi network has special requirements, please contact your IT support to assist with this
  • Confirm the SSID (network name) is correct
    • If so, press Enter to continue
  • Channel
    • This will normally be set to 0 (auto-detect)
    • Press Enter to continue
  • Encryption Type
    • This is almost always WPA2
    • If your network uses another encryption standard either select that or contact your IT support
  • Enter your wi-fi password
    • Note: This is case-sensitive e.g. upper- and lower-case letters must be correct
  • SEC Mode
    • If you selected WPA2 then choose AES
    • If you are using WPA then select TKIP

As above, do a LOGON to test this was successful.

Ethernet

If your terminal is set to Ethernet, there will be two icons on the screen like this Ethernet OK if it is working correctly.
If either one is red Ethernet Not OK then something is wrong.

If the icons are grey, select LOGON from the menu. Approved? You’re ready to go.

If one of the icons is red check the following:

  • Reboot your EFTPOS terminal
    • Take the VX 690 terminal off the charging base, hold in the red X key until it turns off, wait a few seconds, then hold the green Enter key until the screen turns back on
  • Is your internet connection working?
    • If you have a computer or smart phone on the same network as your EFTPOS terminal, try doing a web search or opening an app to check if you’re connected to the internet
  • Check that the Ethernet cable is connected from the ETH port on the back of the base of your terminal to one of the LAN ports on your broadband modem or network device
    • LAN ports on a modem are often numbered and coloured yellow
  • Check that the blue Bluetooth light is lit up on the front of the base unit
  • Reboot your broadband modem
    • Please check with anyone else who might be using the internet at the time!

If the Bluetooth light isn’t lit on the front of the base follow these instructions to re-pair your terminal:

  • Menu
  • Utility
  • Bluetooth Config
  • Pair To Base
  • Pair to New Bluetooth Base
  • Now press the Bluetooth button on the front of the base – the light should start flashing blue
  • The serial number of the closest VX690 base will be displayed
  • Select Yes to pair
  • The Bluetooth icon on your terminal screen should now be grey

If you’re unsure how to check the cables, reboot your modem, or can’t check if your internet connection is working please contact your Internet Service Provider (ISP) for assistance.

To change communications methods

If your usual communications e.g. GPRS are unavailable but you have another method e.g. wi-fi you may be able to connect your EFTPOS terminal to this instead.

To change the comms method on the terminal:

  • Menu
  • Utility
  • Network
  • Select the new comms type

Once complete you should see a new icon at the top of screen. If it’s grey then select LOGON from the Menu to check it’s working.

If you’re still not up and running please contact our Technical Support team.