Troubleshooting on A920In case of issue reports, following instruction below will help us to discover the root problem quickly. WHO? Try to determine whether issue affects only one device/station, all devices, or particular ones. etc. Ask for serial numbers of affected devices. WHAT exactly is a the problem? Get detailed description of an issue and what it’s causing. If possible ask merchant for screenshots (i.e. with error code/message) or video reproducing the issue. Note down steps to reproduce. Determine potential connection issues: WIFI or cellular. ? WHEN did an issue occur? Is it still occurring? How many times it happened?
Advice Advise merchant to sent logs from the device: go to pin login screen, click on a ladybug in top right corner, then click on send logs. Transaction issues - for any payment related issues always ask merchants to send logs.
(If an error starts with DECLINE: it’s an issue with payment provider’s app TransIT) |