Replace a PAX Q25 PIN Pad in Shift4 Venue

Description: This guide explains how to remove an existing PAX Q25 PIN pad from an Elo Kiosk and install a replacement. It includes instructions for retrieving and reentering network settings, physically swapping the device, and updating configurations in Canopy.

Record the IP Address and Network Settings

Before removing the old Q25, record its network settings so you can configure the new device correctly.

1. On the Q25, press the Menu key and enter the current date in MM/DD/YYYY format.

   • Note: If the current date doesn't work, try a day before or after.

2. On the Main Menu, press the down arrow key.
   

3. On the second page, press 2 to open COMM Settings.
   

4. Re-enter the date. On the COMM Options page, press the down arrow to go to page 2.
   

5. Press 4 to select LAN Parameters.
   

6. On the LAN PARAMS page, record the following:

   • LAN Type: Should be set to Static, unless the site uses DHCP Reservations.

   • IP Address, Subnet Mask, and Gateway IP Address: Record each in three-digit format per octet (e.g., 192.168.12.1 = 192.168.012.001).
     

7. On the second page of LAN PARAMS, check DNS Settings:

   • If set to Manual, record them using three-digit format.

   • If set to Automatic, no action is needed.

If the device is non-functional, contact your IT department to obtain the necessary settings.

Remove the Old Q25 Device

1. Unlock and open the Kiosk.

2. Unscrew the four visible screws.
   

3. Remove the white panel and then the final screw securing the Q25.
   

4. Flip the device and remove its back panel by pushing it outward.
   

5. Disconnect the power cable by pulling the center plug straight out.
   

Install the New Q25 Device

6. Remove the back of the new Q25.

7. Connect the same power cable, ensuring it is aligned straight and not forced.

8. Reattach the back panel and confirm the device powers on.

9. Secure the Q25 using the screw from Step 3.

10. Reinstall the white panel and lock the Kiosk using the screws from Step 2.

11. Repeat the steps in Record the IP address and network settings to input the recorded configuration into the new device.

Reboot the New Device

1. Press the red X key until the idle screen appears.

2. Hold the red X key to reboot the device and save the settings.

3. After reboot, run a test sale to verify Kiosk-device communication.

Update IP Address Configuration in Canopy

If the Q25 IP address has changed, update it in Canopy.

1. Confirm the new IP is entered on the Q25 (see steps above).

2. Go to yourinstance-devices.ordernext.com.
   Note: If the page does not load, you may not have access. 

3. On the Kiosk, press both power buttons at the bottom left simultaneously.
   

4. Enter your site's ZIP Code as the passcode.

5. Record the Serial Number displayed in the Control Panel.
   

6. Navigate to Devices → Configurations in Canopy.
   

7. Use the search bar to find the Serial Number.

8. On the Configurations page, scroll to Shift4 Host IP.
   

9. Enter the new Q25 IP address and select SAVE.

10. Wait 5–10 minutes for the update to apply.

11. Run a test sale to confirm the Q25 prompts for payment.