Finix API - Payment Terminal Troubleshooting

Self-service fixes for issues that can arise between payment terminals and the Finix API.

Restarting the Payment Terminal

Restarting the payment terminal can resolve most issues that come up. You can restart the terminal by holding the yellow button and the .,# button until the device says Shutdown in progress.

When Shutdown in progress appears, re-download the application and:

  1. From the idle screen, press the F key. If prompted for amount press the "F" key a second time.
  2. Choose Admin Mode if given the option
  3. If prompted for the admin password type 123456A then press the Enter (Green) key.
  4. Select Tetra Admin
  5. Select 1-Download Application
  6. Select 2-Start Download
  7. Press the Enter (Green) key when prompted to "Enter package name". No value is needed.
  8. The device will reboot twice then settle on the idle screen.

If resetting the terminal doesn't resolve the issue, reach out to the Finix Support team for additional assistance.

Terminal isn't responding to API Calls

If the payment terminal isn't responding to any API calls, confirm the following:

  • The device resource has the enabled flag set to true .
  • The serial_number on the device resource corresponds to the 16-digit serial number on the back of the payment terminal.
  • The network symbol in the top left side of the payment terminal is green. It could either be a Wi-Fi or Ethernet icon.

If you've confirmed that the above two are true, reset the terminal. If resetting the terminal doesn't resolve the issue, reach out to the Finix Support team for additional assistance.

Screen Unresponsive

Plugging the terminal in to a power source should immediately cause the display to show a screen. If the terminal screen doesn't immediately turn on:

  • Confirm that the power source is functioning by testing alternative devices.
  • If the device is a Link/2500, remove the back casing and confirm that the battery is properly attached.
  • For all other devices, confirm that the plug is securely attached.

If the above doesn't resolve the issue, reach out to the Finix Support team for additional assistance.

Terminal Won't Connect to Wi-Fi

If the terminal has issues connecting to a Wi-Fi network, forget the the Wi-Fi network from the terminal and attempt to connect again.

To forget a network, and reattempt a connection:

  1. From the idle screen press the "F" key (silver circle key).
  2. Select Admin Mode.
  3. Enter the admin password (123456A).
  4. Select Tetra Admin.
  5. Select 3-Configure Wi-Fi .
  6. Select 3-My Networks .
  7. Go to Wi-Fi and forget it.
  8. Return to `3-Configure Wi-Fi.
  9. Scan for networks and attempt to reconnect.

If the above doesn't resolve the issue, reach out to the Finix Support team for additional assistance.