PAX A920 User manual

20180423 v1.05
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PAX A920 FAQ AND TROUBLE SHOOTING GUIDE
PAX A920
FAQ and Trouble Shooting Guide
Date: 2018-04-23
Version: 1.05

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PAX A920 FAQ AND TROUBLE SHOOTING GUIDE
20180423 v1.05
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PREFACE
PAX A920 –FAQ and Trouble Shooting Guide
Version: 20180423 v1.05
Status: ［］Draft ［★］Release ［］Modify
Copyright © 2015, 2016, 2017 PAX Technology, Inc. All rights reserved
The Programs (which include both the software and documentation) contain proprietary information;
they are provided under a license agreement containing restrictions on use and disclosure and are also
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disassembly, or decompile of the Programs, except to the extent required to obtain interoperability with
other independently created software or as specified by law, is prohibited.
This document is provided to you for informational purposes only. All features and specifications are
subject to change without notice. If you find any problems in the documentation, please report them to
us in writing. This document is not warranted to be error-free. Except as may be expressly permitted in
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Security Notice: No part of this publication may be copied, distributed, stored in a retrieval system,
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prior written consent of PAX Technology, Inc.
PAX are either trademarks or registered trademarks of PAX Technology Limited in China and/or other
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2016, PAX Technology Limited, All Rights Reserved
Technical Support
If you encounter a problem while installing, registering or operating this product, please make sure that
you have read the documentation. If you cannot resolve the Issue, please contact us.
PAX support operates 24 hours a day, 7 days a week. Your level of access to this Service is governed by
the support plan arrangements made between PAX and your Organization. Please consult this support
plan for further information about your entitlements, including the hours when telephone support is
available to you.
Technical Support Contact Information:
Phone: [phone]
Email: [email protected]
URL: www.pax.us

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PAX A920 FAQ AND TROUBLE SHOOTING GUIDE
REVISION HISTORY
Date
Version
By
Description
2017/11/06
v1.00
Clif Euler
1. Initial release
2017/11/06
v1.01
Clif Euler
1. Changed version to 20171106 v1.01
2. Section 2.1 - Fixed spelling “developers a way to upload”
2017/11/07
v1.02
Clif Euler
1. Changed version to 20171107 v1.02
2. Section 1.1 –Changed sentence “This document’s purpose is to
provide trouble shooting questions and answers for the PAX
A920 terminal.”
3. Section 2.1 Changed grammar “online and supports terminal”.
4. Section 2.7 Added image of A920 transformer.
5. Section 2.13 Changed spelling “intermittent”.
6. Section 2.13 Added paragraph break at “Another step is to”.
7. Updated Table of Contents
8. Added A920 Image on cover page.
2018/04/02
v1.03
Clif Euler
1. Added BroadPOS Application Error Code List
2. Changed the version to: 20180402 v1.03
2018/04/13
v1.04
Clif Euler
1. Added comments to the Error Code List
2. Changed version to 20180413 v1.04
3. Added A920 screen capture information to the Trouble Shooting section
2018/04/23
v1.05
Clif Euler
1. Combine A920 FAQ and A920 Trouble Shooting Guide
2. Changed version to 20180423 v1.05

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PAX A920 FAQ AND TROUBLE SHOOTING GUIDE
Table of Contents
PREFACE ......................................................................................................................................................... i
REVISION HISTORY ......................................................................................................................................... ii
1 Introduction .......................................................................................................................................... 1
1.1 Purpose ......................................................................................................................................... 1
2 FAQ and Trouble Shooting Questions and Answers ............................................................................. 1
2.1 What is the PAXSTORE? ................................................................................................................ 1
2.2 Can the A920 download applications from the PAXSTORE? ........................................................ 1
2.3 Can the A920 download applications from BroadPOS?................................................................ 1
2.4 Error message: Login failed, terminal (SN:nnnnnnnnnn) not registered...................................... 1
2.5 How is the terminal reset if it freezes up?.................................................................................... 1
2.6 The printer paper comes out, but nothing is printed. .................................................................. 1
2.7 The USB power cord is plugged in, but the terminal will not turn on or charge the battery....... 2
2.8 The display is very dark, how can I brighten the display? ............................................................ 2
2.9 The screen times out and goes dark too soon, how do I adjust the display timeout?................. 2
2.10 The battery is dead, can I still use the terminal while the battery is dead?................................. 2
2.11 Can I leave the terminal plugged into the power supply during use? .......................................... 2
2.12 The terminal is not able to connect to the internet. .................................................................... 2
2.13 The terminal has intermittent Wi-Fi connectivity......................................................................... 2
2.14 How to take a screen capture on the A920 .................................................................................. 3
2.15 Is the A920 portable?.................................................................................................................... 3
2.16 Can the A920 be integrated with a POS or ECR device?............................................................... 3
2.17 Does the A920 support Bluetooth communication and peripherals?.......................................... 3
2.18 What size is the thermal paper roll?............................................................................................. 3
2.19 How do I turn on and off Demo mode? ........................................................................................ 3
2.20 Is the A920 available in other colors?........................................................................................... 3
3 Terminal Based Application Error Codes .............................................................................................. 3

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PAX A920 FAQ AND TROUBLE SHOOTING GUIDE
20180413 v1.4
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1Introduction
1.1 Purpose
This document’s purpose is to provide trouble shooting questions and answers for the PAX A920
terminal.
2FAQ and Trouble Shooting Questions and Answers
2.1 What is the PAXSTORE?
The PAXSTORE is an online market place for terminal applications and provides terminal management
solutions. The PAXSTORE connects merchants and their PAX terminals with the opportunity to purchase
and download applications. It also provides application developers a way to upload applications to be
available online and supports terminal management with download control and parameter
configuration.
2.2 Can the A920 download applications from the PAXSTORE?
Yes, the A920 uses the PAXSTORE client application installed on the A920 terminal to access the
PAXSTORE. It will display available applications on the PAXSTORE for download and supports
applications configured to be pushed from the PAXSTORE which may or may not be displayed on the
store.
2.3 Can the A920 download applications from BroadPOS?
Currently the A920 does not support terminal application downloads from BroadPOS.
2.4 Error message: Login failed, terminal (SN:nnnnnnnnnn) not registered.
When attempting to login in using the PAXSTORE client on the terminal an error
message is displayed: Login failed, terminal (SN:nnnnnnnnnn) not registered.
This usually means the serial number has not yet been added to the PAXSTORE or the serial number may
require additional attention on the PAXSTORE. Please contact customer support to resolve this error
message.
2.5 How is the terminal reset if it freezes up?
To recover the terminal, remove and replace the battery and power up the terminal.
2.6 The printer paper comes out, but nothing is printed.
If the paper is coming out of the terminal but nothing is printed this usually means the thermal paper is
installed backwards and needs to be turned around. Open the paper door on the back of the terminal,
remove paper roll, set the paper to have the paper pull from the top of the roll, then pull approximately
3” of paper out from the roll. Then place the roll into the terminal with the paper pulling from the top
of the roll. Then close the lid and tear off the excess paper. Reprint the transaction and verify the
transaction is printed on the receipt.

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PAX A920 FAQ AND TROUBLE SHOOTING GUIDE
2.7 The USB power cord is plugged in, but the terminal will not turn on or charge the
battery.
There can be several causes;
•New terminal –be sure the battery connector protective tape is
removed.
•The AC transformer is defective –try another AC transformer and
see if this works.
•The USB port on the PC or laptop does not have enough power –
try another USB port.
•The USB cord is defective –try another USB to mini USB cord.
2.8 The display is very dark, how can I brighten the display?
The display brightness can be adjusted within the Settings mode. From the terminal IDLE screen select
Settings > Enter Password > Display > Brightness level > move the slide to the right to brighten the
display and move the slide to the left to darken the display.
2.9 The screen times out and goes dark too soon, how do I adjust the display timeout?
The display time out sleep mode can be adjusted to change the amount of time the display stays on
after no activity. The display time out mode can be adjusted within the Settings mode. From the
terminal IDLE screen select Settings > Enter Password > Display > Sleep > select one of the displayed
options 15 seconds, 30 seconds, 1 minute, 2 minutes, 5 minutes, 10 minutes, 30 minutes or select
Cancel to exit without any changes. The Sleep menu will display the current time out setting.
2.10 The battery is dead, can I still use the terminal while the battery is dead?
The terminal must have a battery installed to function properly. Plug the USB cable into a power source
and the other end into the terminal. The terminal should work and charge the battery.
2.11 Can I leave the terminal plugged into the power supply during use?
Yes, you can leave the USB cord plugged into an AC power source during use.
2.12 The terminal is not able to connect to the internet.
If the terminal is not connecting to the internet, please review all the Wi-Fi settings in the terminal to
match the Wi-Fi network. Another step is to turn off the power to the access point and the terminal for
about 3 minutes and then turn back on the power. Wait approximately 2 minutes and then check the
connection. Also, the SSID and the password are case sensitive so please be sure to check these. If all
the settings are correct, verify that there is Wi-Fi coverage where the terminal is located. Try moving the
terminal closer to the Wi-Fi access point to see if the terminal connects. If it connects when the
terminal is relocated, then either another Wi-Fi access point needs to be added to the network or the
existing access point needs to be relocated to support good Wi-Fi coverage for the terminal location.
2.13 The terminal has intermittent Wi-Fi connectivity.
If the terminal has intermittent Wi-Fi connectivity, verify the terminal has good Wi-Fi coverage. If the
coverage is good in all places the terminal is used, then please check the Wi-Fi access point channel to
see if it competes with other Wi-Fi access points nearby using the same channel. If there are other Wi-Fi
A920 Transformer

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PAX A920 FAQ AND TROUBLE SHOOTING GUIDE
access points nearby with the same channel, then changing to a channel not used by any of the nearby
access points will help minimize dropped connections. If the coverage is not good, then try relocating
the terminal or access point for better coverage.
Another step is to turn off the power to the access point and the terminal for about 3 minutes and then
turn back on the power. Also, check to see if power to the Wi-Fi access point is not interrupted. If the
access point is using a switched power source, please consider a power source that is always on. Some
equipment such as microwave ovens and curling irons can impact Wi-Fi coverage.
2.14 How to take a screen capture on the A920
Press the power and left volume button together and hold it for just a second or two until the terminal
confirms the screen shot.
2.15 Is the A920 portable?
The A920 is portable and comes with a long-lasting 3.7v 5.250 math battery for optimum performance.
2.16 Can the A920 be integrated with a POS or ECR device?
The A920 can be integrated with a POS or ECR device using the PAX POSDK SDK.
2.17 Does the A920 support Bluetooth communication and peripherals?
The A920 supports Android Bluetooth communications and standard Android type Bluetooth protocol.
Application developers can code to the Android type Bluetooth format.
2.18 What size is the thermal paper roll?
The thermal paper roll is 2-1/4” wide x 1-1/2” diameter and approx. 50’ Length.
2.19 How do I turn on and off Demo mode?
To enable Demo Mode from the payment application IDLE screen, select FUNC > Settings > Enter
Password > Operation Settings > Set the Demo Mode switch to ON. When Demo Mode is enabled
Demo Mode is printed on the transaction receipt header and is displayed on the right side of the screen.
To disable Demo Mode, perform the same steps and set the Demo Mode switch to OFF. The batch must
be closed to enable or disable demo mode.
2.20 Is the A920 available in other colors?
The A920 is available in the white and gray color combination. Orders over 3000 units can be produced
in custom colors.
3Terminal Based Application Error Codes
These error codes are created by the terminal BroadPOS application only. Terminal OS level and Host
response error codes are not included. Custom applications are not included.
Code
Message
Comment
-1
Timeout
No activity with the transaction. If
Idle too long the transaction times
out.
-2
Connect Error
Check the network connection status

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PAX A920 FAQ AND TROUBLE SHOOTING GUIDE
Code
Message
Comment
-3
Transaction Cancelled
User canceled the transaction.
-4
Send Error Code
Terminal send request to the host
failed.
-5
Receive Error
Receive response from the host failed.
-6
No Transaction
Transaction not found. The
transaction requested does not exist.
-7
Original Transaction Does Not Exist
Original transaction not found. The
message may display during a void or
adjust.
-8
Transaction Has Been Voided
The transaction has been voided.
Once the transaction has been voided
it cannot be changed.
-9
Transaction Cannot be Voided
The transaction to void does not
match the EDC type and trans type or
the transaction is a FPS transaction
using card swipe.
-10
Host Reject
Host rejected the terminal request.
Check whether your request is valid
and what the response from host says.
-11
Terminal Not Signed In, First Do POS
Sign in
Not Used
-12
Transaction Number Exceeded, Please
Settle Now
Not Used
-13
Transaction Number Exceeded, Please
Settle Later
Not Used
-14
No Free Space, Please Settle Now
Not Used
-15
Unsupported Transaction
The original transaction does not
support adjust or the original
transaction is not an AUTH.
POSTAUTH not allowed.
-16
Cannot Match the Original Card
Number
The original transaction PAN is not the
same as the PAN submitted.
Void or Return not allowed.
-17
Wrong Supervisor Password
The password entered is wrong.
-18
Parameter Error
The parameter loaded from PAXStore
cannot be used. Confirm settings.
-19
Last Batch Attempt Failed, Please
Settle to Continue
Not Used
Last Batch close attempt failed.
-20
Amount Too Large
The amount inputted is too high and is
out of limit.
-21
Host Approval, Card Denied. Please
Contact Issuer
Host approved but the card EMV
denied the card. Contact card issuer.
-22
NONE
Deprecate
-23
Tip Adjust Not Supported
Transaction does not support tip
adjust.

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PAX A920 FAQ AND TROUBLE SHOOTING GUIDE
Code
Message
Comment
-24
TWK Key Inject Length Not Valid
Not Used
TWK key inject length not valid.
-25
Invalid Account
The card is invalid. Please check card
type.
-26
Card Expired
The card is expired.
-27
No Support
This is not an error. It just tells the
program that it can continue.
-28
Get Info From Host Failed
Not Used
-29
Duplicate Transaction
You may use same card, same amount
and other same info to do transaction
again.
-30
Transaction Declined
The transaction is declined by host.
Please make sure your transaction is
valid.
-31
No Response from Server
No response from server. Check
terminal network settings, network
status, host URL, host server status.
-32
General Error
Unknown error.
-33
Total Amount Error
Amount number format wrong.
-34
Duplicate Invoice
The invoice number is already used.
-35
Card Type Not Supported
Card type is not supported.
-36
Enter Pin Canceled
User canceled pin entry.
-37
Network Unavailable
Check network status, terminal
network configuration.
-38
Please Inject Key
Terminal requires Key Injection
-39
Secure Card Error
The secure card input times have been
exceeded.
-40
Invoice Can Not Be Zero
Do not enter 0 for invoice number.
-41
NONE
Deprecated
-42
Split Tender Not Supported
Not Used
-43
Mismatch EDC Type
Not Used
-44
Upload Failed
Transaction upload failed. See other
prompt message for detail.
-45
Chip Card Read Error
Error in reading chip card information
when the card is inserted.
-46
NONE
Deprecated
-47
Fallback to Swipe Not Allowed
The program trys to fall back to swipe.
But swipe is not supported.
Check settings. Re-attempt
transaction.
-48
•Quick Chip Not Supported
•Offline Declined
•Host Error Message
EMV has some error.
Quick Chip Not Supported.
Re-attempt without Quick Chip.
OFFLINE DECLINED.
-49
Host Error Message

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PAX A920 FAQ AND TROUBLE SHOOTING GUIDE
Code
Message
Comment
-50
Already Complete
The original auth transaction has been
completed and cannot do POSTAUTH.
-51
Chip Card Error
Chip card error. Re-attempt
transaction.
-52
Upload Complete
-53
NONE
Deprecated
-54
Batch Close Failed
Batch close attempt failed. An error
occurred during batch close. See other
prompt message for detail.
-55
Mismatching Account
Duplicated with -16.
The original transaction PAN and exp
date are not the same as the PAN and
exp date you specify.
You cannot void it or return it.
-56
Not Supported in SAF Offline Mode
Current time is not in the allowed time
for Store & Forward.
-57
Out of SAF count limit
Store & Forward transaction count
exceeded maximum limit. Please close
store & forward mode or upload all
SAF transactions.
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