Common issues and solutions for the PAX A920Pro POS terminal
The PAX A920Pro POS terminal may encounter some issues during daily use. This article lists some common problems and provides step-by-step solutions to help you quickly restore the normal operation of the device.
1. PAX A920Pro authentication problems
When the POS terminal encounters an authentication problem, it is usually because the device cannot verify its credentials or identity when connecting to a secure network or system.
Solution:
Check that you are connected to the internet and have a stable connection.
Check if the login information entered is correct.
Ensure the device has the necessary permissions.
If the issue persists, contact us for support.
2. PAX A920Pro comms errors
A “Comms Error” is similar to a phone being unable to send a message or make a call, where the POS terminal cannot establish normal communication with the required server or payment system.
Solution:
Check Your Connection
Make sure your terminal is connected to the right Wi-Fi network or using a cellular connection.
Verify Wi-Fi Name and Password
If using Wi-Fi, confirm you’re connected to the correct network and that you entered the right password.
Look for Internet Access
ry to access a website on another device (like a phone or computer) connected to the same network. This will help confirm if the internet is working.
Restart the Terminal
If everything seems correct but it’s still not working, turn off the terminal and turn it back on. This can refresh the connection.
If you’re still having trouble, don’t hesitate to reach out to our support team for assistance. They can guide you through the steps based on your specific setup.
3. Battery issues
If the POS terminal shuts down automatically, won’t turn on, won’t charge, or the battery level is stuck and no longer increases, it may be related to the battery or charging device.
Solution:
Remove the battery and reinsert it.
Use the original charging cable and adapter to charge the device for at least 30 minutes.
Try a different charger
If there’s still no response, use a different charging cable and adapter to charge the terminal. Sometimes, chargers can wear out or break.
Inspect the charging port
Check the charging port on the terminal for any dust or debris. If it looks dirty, gently clean it with a soft cloth or a dry brush.
Look for signs of damage
Examine the battery and the terminal for any visible signs of damage, such as swelling or corrosion. If you see any, it's best to stop using the terminal and contact technical support.
If the terminal still won’t turn on after trying these steps, reach out to our technical support. They can provide further assistance or help you with repairs or replacements.
4. Printer issues
If the POS terminal's receipts are unclear, cannot be printed, or print errors occur, it may be related to the printer paper or printer components.
Solution:
Ensure that the printer paper is clean and placed correctly.
Check if the roller and printer cover are damaged.
Ensure the battery level is above 30% for normal printing.
Replace the printer paper with a new one and try again.
Silkpay helps merchants in Europe, Asia and the Americas accept 30+ popular payment methods (Visa, Mastercard, CB, Apple Pay, Google Pay, UnionPay, Alipay+, WeChat Pay, UnionPay Yunshanfu, KakaoPay and more) through the latest model of the PAX A920Pro POS terminal.
5. Payment issues
Card swipe payment not working
Restart the POS terminal and Login.
After logging in successfully, try to make a payment by swiping the same card again.
Ensure the card is placed correctly while swiping and kept in place until the screen displays “Please remove card.”
If swiping does not work, try inserting the card and entering the PIN.
If this still doesn’t work, try cleaning the card with a clean cloth, especially the chip area.
If it doesn’t work, try the swipe payment with another different card.
If the payment still doesn’t go through, contact our support and send them a video recording of the issue to help you solve it.
Card insert payment not working
Restart the POS terminal and Login.
After logging in successfully, try making a payment by inserting the same card and entering the PIN again.
Try cleaning the card with a clean cloth, especially the chip area.
If the payment is still unsuccessful, try swiping the card.
Try making the payment with a different card to confirm if the problem is in the card or the POS terminal.
If the payment still doesn’t go through, contact our support and send them a video recording of the issue to help you solve it.
Transaction failure
Restart the POS terminal and Login.
If login fails, try enabling the mobile data network and turning off Wi-Fi, then attempt to log in again.
After logging in successfully, try the transaction again.
If the payment fails, take a photo of the error message and a video recording of the process, contact us to send it to our team to help you identify the problem and solve it.
6. SIM card connection issue
Solution:
Ensure the cellular network and APN settings are correct.
Remove the SIM card, restart the device, reinsert the SIM card, and restart the device again.
Check the network service status in your area.
Try the same SIM card in a different device to check if it is working properly.
If it still doesn’t work, contact our team for support.
7. Other general issues
For other general issues such as terminal button issue, terminal hang, firmware download mode, signature error, keypad faulty, please authorize unlocking, error E05, screen issue, ghost touch, or App not responding, you can try the following method:
Remove the battery.
Reinsert the battery and turn on the device.
If it still doesn’t work, contact our team for support.
Conclusion
By following these troubleshooting steps, most common issues with the PAX A920Pro POS terminal can be resolved quickly and efficiently, ensuring minimal disruption to your business operations.
If the problems persist after attempting the suggested solutions, we advise you to contact our technical support team for further assistance. Regular maintenance and proper handling of the POS terminal will also help to prevent many of these issues from occurring in the future.
Do you need more details about the PAX A920Pro POS terminal? Discover more on our PAX A920Pro page.
About the author: Silkpay
Based in Paris, Silkpay provides omnichannel and secure payment solutions to help physical stores and e-commerce in Europe, America and Asia accept more than 30 of the world's most popular payment methods: Visa, Mastercard, CB, UnionPay, Alipay+, WeChat Pay as well as Asia-Pacific’s major e-wallets.
Silkpay is a winner of the LVMH Innovation Award. The company was also selected as a finalist for the "Money 20/20" Best Startup and in the "MPE Berlin” Startup Awards. Silkpay also won the "Best Fintech" awards from Capgemini and BPCE.
Silkpay helps merchants deliver the smoothest payment experience to their customers. We are a talented and international team driven by a single goal: to improve the customer experience and make payments simple and secure.