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Troubleshooting Your Carbon Mobile 5

By February 24, 2021March 16th, 2021Uncategorized
Last updated: 23 February 2021

This article is about the Carbon Mobile 5 without a printer. Click here if your Carbon Mobile 5 has a printer.


Most unexpected issues can be fixed by restarting your terminal.  To do this, hold down the Power button and tap Restart. The terminal will power off and then back on.  Below are more tips for troubleshooting issues with your terminal.


Connection errors

Connection Errors occur when a terminal cannot connect to the Internet. Try restarting the terminal by holding down the Power button and tapping Restart and then performing a Logon to check if connectivity has been restored. If this does not resolve the issue:

  • Try rebooting your wireless router. Note that will cause other devices to lose connectivity temporarily
  • If your Wi-Fi is not working on any device contact your internet service provider
  • If you have a firewall on your internet connection, contact your IT support or internet service provider for assistance. An incorrectly configured firewall may prevent a terminal from connecting to a network
  • Contact your payment solution provider to check your terminal is configured correctly

If you are still unable to restore a connection, your terminal should operate in Offline Mode. See the Offline Mode section of this guide for more information.

Touchscreen frozen

If your touchscreen becomes unresponsive, restart your terminal by holding down the Power button for at least 12 seconds. If your screen frequently freezes, contact your payment solution provider.

Tamper error

This error can occur if a terminal is dropped or experiences a sudden impact or power surge, or the internal components are accessed. This feature is included for your security. Please contact your payment solution provider to arrange a replacement terminal.

Physical damage

Follow the instructions in the Safety and Handling guide to ensure your terminal is used correctly and safely. If physical damage does occur to your terminal, please contact your payment solution provider.

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