Troubleshooting for "Unable to Connect to Terminal" Error When Adding Serial Number for PAX in POS

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If after attempting to add your Pax device's serial number on the Terminal Setup screen in POS, you receive an error that says "Unable to connect to terminal," please follow the below steps.

  1. If using a PC, please follow the steps in https://ehoppersupport.zendesk.com/hc/en-us/articles/360017969194
  2. If using a device other than a PC, power down your router and then power it back on, terminal, and POS device.  
  3. Once the router is back on, power down your PAX terminal and then power it back on.
  4. Once the PAX terminal is back on, power down your POS device and then power it back on.
  5. Log back in to POS, open the left menu and select Settings--->Terminal Setup
  6. Save the serial number of the PAX device that shows on the screen.
  7. Select the X on the right of the terminal's information to remove it and then select the Done button.
  8. Select the Add Terminal button and then re-enter the PAX's serial number in the Enter Serial Number field.   
  9. Select Submit, followed by Done 
  10. If the error still occurs, it could be because of the following reasons:
    • Your terminal needs to be re-boarded by your merchant service provider. 
    • Your router has been damaged and needs to be repaired/replaced.  
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