Credit Card: Troubleshoot "Connect Error" Between PAX & POS

Credit Card: Troubleshoot "Connect Error" Between PAX & POS

Possible Reasons

  • A PAX Connect Error occurs when the POS terminal is unable to send payment data to the PAX reader for processing.
  • One of the main reasons for this error is that PAX IP Address has not been set under Station Configuration > Credit Card Setup.
  • If you power cycle (unplug and re-plug the power cable) the device will receive a new IP address from the router. This IP Address needs to be updated in Credit Card Setup.
  • The app has not been started

Troubleshooting
  1. Verify the app is started
  2. Verify Credit Card Settings 
  3. Verify the Reader IP Address 
  4. Verify PAX Communication params 
  5. Ping Test 
  6. Run a test Sale

How to Fix a Pax Communication Error:

1. Verify Credit Card Settings

On POS → Go to Station Configuration → Credit Card Setup
Check that 'Precision Point of Sale Certified EMV Device' is selected from the dropdown.
Check that the 'CC Terminal MAC Addr or Terminal Port' field is set to '10009'

2. Verify the Reader IP Address

On POS → Go to Station Configuration → Credit Card Setup
Check the IP address (This should match the PAX IP address)
Update the IP address if it doesn't match the current PAX IP address.
How to Retrieve PAX IP address:
  1. Ensure the PAX reader is connected to the same network as the POS station (Connect Ethernet cable to the same place the POS is getting internet from Router or Modem)
  2. Log into the Pax to retrieve the IP address assigned for the Pax

Steps for Navigating PAX S300:

  1. Press the Menu button then it will ask you for a password.
  2. Press Function/1 simultaneously to display if not on Menu.
  3. The password by default is the current date entered in (mm/dd/yyyy) format.
  4. Press Enter
  5. Scroll until you reach "Communications", press the Green button then it will ask you to enter a password.
  6. The password by default is the current date entered in (mm/dd/yyyy) format.
  7. Press Enter
  8. Select LAN Parameters from the Communication Options.
  9. Select IP Address.
  10. Once you get IP Address write it down, you will need it to configure the Pax to the POS
  11. Press the Red button to go back out of LAN Parameters

3. Verify PAX Communication params
Depending on the local network, you may need to set the PAX device to use either Static LAN Mode or DHCP LAN mode. You may need to let the router assign an IP address for your device, particularly when setting up the device for the first time.
Steps for Navigating PAX S300:
  1. Press and hold the F Key and 1 Key together to access the main menu.
  2. Enter your password
  3. Scroll down 1 page and press "2. Communication"
  4. Enter your password again
  5. Scroll down 1 page and press "3. LAN Parameters"
  6. Press "1. Lan Type"
  7. Verify it shows as “1” (DHCP).
  8. Go back to the home screen by using the back button on the screen several times.

4. Ping Test

On POS → Go to Station Configuration → Credit Card Setup
Click the button 'TEST CC Connection'. It should return a ping result on the screen if it is successful. If it times out then the POS still cannot communicate with the reader.


5. Run a test Sale

On POS → Go to View All Orders → find an 'Open' order → hit 'Settle' → Select 'Credit Card'
If the PAX device lights up, it has successfully communicated the payment data to complete a sale





sources: https://retailcloud.gitbook.io/hardware/payment-devices/pax-s300/common-issues/how-to-troubleshoot-connection-error-between-pax-and-pos#3.-verify-he-pax-communications-params




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