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Troubleshooting on A920In case of issue reports, following instruction below will help us to discover the root problem quickly.
Advice 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. |
Printing Troubleshooting
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What should I do if receipts are not printing?
Check for errors being shown on the screen when print job is being run - toast message at the bottom of the screen error out of paper
If that’s not the case, then check printer settings in BOH whether a printer was created to be a station and a station routed to this printer.
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How to handle having troubles printing guest checks?
Check merchant’s BOH Printer > Model Type should be set to A920.
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How to fix A920s printing blank receipts?
If it's printing a blank receipt from the device, the paper is probably situated in there incorrectly, remove and re-set with the paper coming out with the open side towards you. There is a picture of the correct orientation when you open the back to insert the paper.
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Menu Troubleshooting
What may be a reason for menu groups not to show on the a920?
Needs to be set up on menu screens like the Mobys do and they have to be group lists on the screen.
Why would an item not display the mods list in the a920, but will do if rung on the register?
Do not force show mods
or always force choice mods
could be on. Check station type then check items. Make sure Always Force Show Mods
is checked on for the a920 station type.
Why nothing is popping up for the different menus on the device?
Make the sure the main menu group with the menu screens built on it is set under stations or station types
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Payments Troubleshooting
Error message for removing order payment that failed.
It’s backend configuration issue. Every merchant when setting up for transit payments must go to the location-specific settings of the Transit Payment in BoH and Authorize Transit with proper credentials. Implementation should already have instructions on this.
Check the credentials in BOH under payments.
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Error message for transaction declined while attempting payment.
If you get reports of "Apple pay not working" and see this error, it really means the phone was moved away from the device too quickly and the customer needs to try again.
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Why payment BOH settings are not reflected on A920?
App needs to be restarted in order to reflect changes made at BOH when it comes to payments settings, you can restart the app from Debug Screen (lady bug at pin screen) also you can try to turn off the WiFi/network for 10 seconds.
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Why credit card entries from handheld device are consistently not reflected on POS?
It’s a configuration issue when the device is set up and pointing to the wrong MID.
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Known Errors
Warning |
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There errors will be addressed in upcoming sprints.
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