Unboxing

If this is a new install there are several things you will want to check while unboxing the devices after they have been delivered to the venue. The earlier faulty devices are caught the earlier support can begin looking into issues and swaps can be sent.

• Always make sure the device is well charged. It's possible these devices have been in transit for several days and so the batteries are likely drained. Plugging the devices in with the supplied charger immediately upon unboxing is recommended.  
• Depending on the device and how thoroughly the battery has been drained it may not turn on right away. If this is the case then give them 15 to 20 minutes and try to turn it on again.

A930 Physical Check

• Begin by checking to make sure the battery pack is seated properly.
• Open the back of the A930 by removing the cover. You will see a small battery pack with a ribbon cable going to a jack on the main board.
• Press down lightly but firmly on the connector to make sure it is connected properly.
• While you have the back of the device open make sure the SIM card is installed correctly and not damaged.
• Lift the battery pack out of the way and check for any physical damage to the SIM card. 
• Lightly push the cover of the SIM card towards the battery pack connector to ensure it is locked in place. Then replace the battery pack.

• Check to see that the printer paper cover isn’t damaged.
• You can open the printer paper cover by grabbing either side of it and pulling lightly away from the device.  
• Check for any snapped clips or damaged rollers.
• Pull a bit of the paper out to make sure it is fed into the rollers properly. Paper not being seated properly can lead to receipts not printing correctly or not at all.
• Click the cover closed and run a test transaction or reprint a receipt from one to ensure the paper is feeding properly. 

• Test the physical buttons on the device. You can lock the screen with the home button in the top right hand corner. Or hold it down to bring up a menu with options to restart or turn the device off.
• Adjust the volume with the + and - buttons.
• Open an app on the device like Settings or the BroadPOS app and then hit the Home button on the bottom of the device to make sure it brings you back to the home screen.
• Reopen the app and try to close it with the Back button.
• Open it one last time and hit the Task button to bring up the Task View

A930 Functions Check

• Check to see that the 4G network connection works. 
• You should see a network connection indicator on the top of the screen.

• If you do not see this symbol or an indicator meaning no SIM card then first check to see that the SIM card is enabled. 
• Open up the Settings app on the device.
• If cellular data is off you will see a large banner when you first open the settings. Tap it and it will expand, giving you the option to turn it on. 

• To make sure the SIM card is enabled go down to the section called SIM cards
• You should see several slots for SIM cards and one should be enabled. If it is not, flip the switch to enable it. 

• Make sure the Wifi connects and has decent signal strength.
• If there is a wifi password you will need to enter it. 
• Open the Settings app and select WLAN

• Find the appropriate wifi network and type in the password. 
• You should see a wifi symbol on the top of the screen that indicates the network connectivity. 
• Open up the BroadPOS app. This will be important for two reasons.
• First, if this is the first time the app has been opened on this device then there will be a Terms and Conditions popup. Hit the Agree button in the bottom right of the screen.

• This is important because if these Terms and Conditions are not accepted now they will cause the device to lock up when running a transaction through the VenueNext app.
• Now that you are in the BroadPOS app you can run a test transaction.
• Hit the Sale button.

• Press 1 to put in one cent as the price. Hit Confirm.
• Hit Confirm on the next screen to skip adding a tip.
• Use a card to pay for the transaction through a tap on the NFC receiver by the printer feed, insert a chip card at the bottom of the device or run a regular magstripe card through on the side. 
• Once you’ve run the transaction, go through the app and void it to make sure this function works as well.
• Open the app and select the function tab labeled “Func”

• Select the History option, you will be prompted for a password which will be the date in an MMDDYYYY format.
• Find your transaction and void it. 
• Running a test transaction is the best way to test the device's functionality. It will ensure the auth/access token exchange happens, tests the network, tests the receipt printer, and tests the device's physical ability to accept payments.
• Make sure the correct Venue Next app is loaded.
• Open it to make sure it is registered to where it will be deployed.
• If you do this first you will need to reboot the device to exit the VenueNext app

E700/Q20L Physical Check

• Check to make sure that the battery pack is connected properly. 
• To do this with the E700 you will need to remove one of the rubber feet on the bottom of the device.
• To do this grab the sides of the rubber grip and pull away from the device. 

• You will see the battery pack and a cable leading to a connector.
• Press down lightly but firmly on the connector to make sure it is connected properly. 

• Check to see that the power button works. You can do this by tapping it to lock the screen and then tapping it again to unlock the screen.
• Make sure the receipt printer works. You can do this by opening the lid of the printer and looking for any physical damage. 
• Open the receipt paper lid by pressing the gray release button to the left of the paper feed.
• Pull some of the receipt paper out to ensure it is seated properly in the printer.
• Print a receipt or run a test transaction to test to make sure the receipt prints correctly. 
• Turn the volume up and down using the volume buttons on the right side of the E700 to make sure these buttons work. 

• There are no physical functions of the Q20L to check.

E700/Q20L Functions Check

• Ensure that the terminal is connected to the network. Despite there being two devices for PaxStore registration only one internet connection is needed. This connection is facilitated through the E700.
• The E700 portion can be connected via wifi or an ethernet port and the Q20L will share this internet connection.
• The devices are set to allow this connection by default but it should be double-checked.
• To do so open the Settings of the E700 and select More

• On the next screen select Tethering & Portable Hotspot

• The top option on this page is USB Tethering.
• This needs to be set to on or the Q20L will not be able to connect to the network to receive updates or process transactions. 

• If the terminal is being directly plugged in through ethernet then turn the terminal over to make sure the cable is firmly connected and clicked into the port. 
• The cable should be plugged into the port on the left side that is labeled LAN

• The lights beneath the port indicate the connection. You should see a solid green light and a rapidly flashing yellow light

• The network settings will be handled by the on-site network team so you will not need to enter a password.

• Open the Settings app and select Ethernet.
• Make sure it is enabled. You can tell the status by the banner at the top. If it is not on, flip the toggle option to ON.
• If there is a good ethernet connection you should see this page populate with an IP address and other numbers.

• If there is no connection, reboot the device and check the Ethernet page in the Settings app again. 
• If there is still no connection ask the on site staff if you should switch it to WiFi or have the on site network team look into it.
• If the terminal is going to be connected via wifi you may need to enter a password.
• Open up the Settings app and select Wi-Fi.

• Find the appropriate network and select it. You will get a popup to enter the password. Do so.

• You will see a wifi connection indicator at the top of the screen if the password was correct and the device was able to join the network. 

• Check the VenueNext app is the correct version for the venue and that it has been registered via the QR code.
•  Running a test transaction on the E700/Q20L is a different process than with the A930.
• First open the VenueNext app. There may be a test menu or test item loaded into the menu for the location.
• If this is the case, ring up one of these and do a test transaction for it by dipping or swiping a card with the Q20L. 
• If there is no test item or menu then ring up a cheap item and run a transaction on that.
• The terminal works by ringing up the items on the E700 and the payment is accepted on the Q20L. By doing a test transaction we test the function of both devices.
• When running a transaction you may have an issue where the “Done” button is not visible at the bottom of the page. 
• To fix this first reboot the device to exit the VenueNext app.
• Open the Settings app and navigate to the Display section.

• From there select Display Size and then move the slider to the smallest option. Exit the settings and ensure the Done button displays properly now. 

Common Issues/Troubleshooting with the A930 and E700/Q20L

Network Won’t Connect

• Begin by rebooting the device. Hold down the power button for a few seconds until you get a popup window. Hit the Restart option. 

A930 Steps

• If restarting the device does not help then go into the systems Settings app. 
• If the cellular data is turned off you will see a banner telling you so. Select the banner and it will expand allowing you to turn cellular data on.
• You can also check to make sure the cellular data is turned on by going through the settings. 
• Open the Settings app and select Data Usage.
• Here you will see a toggle option for cellular data, make sure it is enabled.
• If the wifi is not connecting, open the Settings app and select WLAN.
• Make sure it is enabled at the top of the screen. If it is not, flip the switch so it's enabled. Then select the appropriate wifi network and enter the password.
• If the device is already connected to the network, tap that network and select Forget on the bottom of the screen.
• You can then reselect the network and re-enter the password to resync the connection.
• Lastly, be sure to try the network connectivity in several locations. Stadiums have heavy concrete walls in some areas and large areas where you may be far away from a wifi or cellular repeater.

E700 Steps

• If a reboot did not fix the connection then begin by checking the ethernet cable if that is how it is connected. 
• You should see a solid green light and a rapidly flashing yellow light beneath the ethernet plug. If you do not see these then there could be an issue with the network itself, the cable or the ethernet port is bad on the terminal.
• Test the cable by using it on another known good device. If this new device connects then there is an issue with the initial device.
• If the ethernet is not working, talk to the on site staff and determine if the terminal should be switched to WiFi or set aside for the event.
• If the device is connecting over WiFi and did not connect after a reboot then begin by opening the Settings app. 
• Make sure the WiFi adapter is enabled. This is indicated on the banner at the top of the Wi-Fi Settings page.
• Once you’ve confirmed the adapter is enabled, select the appropriate network from the list on the screen. Enter the password if prompted.  
• If you already took these steps and are not able to connect then select the network again. 
• You will get a popup with information about the network parameters and an option in the bottom left corner to Forget the network. Select Forget.
• Then re-select the network and re-enter the password. 

Red Battery Icon on Screen

• If, when you turn the device on, you are greeted by a large red battery icon on the E700 then the battery has been completely drained or the battery pack is not seated properly.
• Begin by removing the back of the device and confirming the plug for the battery pack is firmly plugged in to the connector.
• While you have the back of the device open, lift up the battery pack and make sure there is no physical damage that could be causing the battery pack to not sit properly or the back lid to not close properly. 
• If the battery pack is seated in the connector then allow the device to charge for at least 20 minutes.
• Once the device has had a chance to charge, leave it plugged in and attempt to turn it on again.
• If the device still does not turn on and you still get the battery icon then the device or the battery pack itself is dead.
• To troubleshoot the battery pack simply switch the faulty one out with a known good one from another, well charged, device. 
• If the first device turns on with the new battery pack then you can safely assume the first battery pack is bad.
• Place the “bad” battery back into its original device and check with on site staff about replacing it for the event. 
• If neither battery pack works in the device mark it as dead and have it sent back to Shift 4 with attention to Integrations. 

PED Tamper

• This error code means that the tamper sensor of the device was tripped. This indicates an attempt to get into the device though it can occur with rough handling during shipping.
• Unfortunately there is nothing that can be done with this and the device will need to be sent back to Shift 4. 

Constant Rebooting

• If the device is stuck in a reboot loop there could be several causes.
• To begin with, rule out anything physical by checking if the battery pack is seated properly in the back of the device.
• Make sure to press on the connector and make sure it is seated entirely in the port. A visual check can sometimes miss a single wire not making enough contact which can cause a reboot loop. 
• Make sure the device is charged and not simply repeatedly turning off due to low battery. 
• If it passes all these tests then attempt a firmware update.
• Log in to PaxStore and locate the device. Select it and navigate to the Apps &Firmware tab.
• Note the firmware version that is listed at the top of the page. Select the Push Firmware tab on the right and then the green + Push Firmware button.
• Go to the newest version available and push it to the device. 
• Once this has finished pushing, try to get the device to boot again.
• If it passes all these checks and still reboots then the device should be considered dead and should be returned to Shift 4. 

Declining All Transactions

• If no transaction will go through you will need to get any error codes that are being returned and troubleshoot based on that. 
• If the error code is P2PE Key error then the key that allows the device to talk to the server is the wrong type or not injected at all. 
• This device is likely still good but will need to be remotely injected with a new key. This is a lengthy process and so the device should be put to the side and dealt with at a later time. 
• If the error code is “AuthToken not valid” then the auth token that was initially loaded into the device expired, was accidentally a duplicate of another auth token or is not legitimate for another reason.
• If you have the access and knowledge to generate and push a new auth token then do so. This should clear the error and allow normal function on the device.
• If you do not have easy access to the PaxStore or the permissions to log in or create new auth tokens then call Shift 4 support and they will be able to push a new auth token to the device which should clear this error.
• It's important to run a new test transaction after pushing a new auth token to the device. This will ensure that the token exchange happens and that the new auth is legitimate. 
• It is important to note that this is not an exhaustive list of reasons why transactions may be declining, only the most common.
• A bad network connection or no network connection at all can also lead to transactions not going through. Double check network connectivity to rule it out if there are transaction issues.
• Most often you will see the network causing issues with transactions manifesting as the device being caught on a screen before the payment prompt screen.

SIGSEGV Error

• On rare occasions, you will get a screen on the Q20L that reads SIGSEGV Error and can be seen here. 

• To fix this select the button that is highlighted above. You will get a menu popup. Select Cancel.
• The device will reboot after this and the issue should be cleared. 

Physical Damage

• Any physical damage to the devices will need to be a judgment call made by the on-site team and staff.
• Determine if the device is still usable or if the damage is such that it will not work or would look bad to the customers. 
• Take note of any devices and their serial numbers that are damaged and must be returned as they will need to be swapped.