Context
This is a supporting information for this article, explaining a bit more about the troubleshooting in case you're facing issues while configuring the PAR Pay payment terminal.
Troubleshooting
There can be a few reasons why your terminal is refusing to cooperate. Let's go through them in order. Here's what we tackle in this article:
Net Diagnostics check
- Access the Aurus Pulse menu (check this article if you don't know how to)
- Select Diagnostic in that menu
- Here, select the 1-Net Diagnostic option
- Clicking on the Net Diagnostics menu option will open the CCT Network Diagnostics screen which will show the following statuses:
- Gateway Ping
- Pri (Primary) Host Connect
- Sec (Secondary) Host Connect
- POS Connectivity
- Credit Card Transaction
- Gift Card Transaction
How to read results
A green checkmark will be displayed in front of the test step if it worked correctly. Otherwise, a red x-mark will be displayed to show the test fail status.
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Gateway Ping failure indicates that there is a need to check the Store network settings, including IP address of the Kiosk entered in terminal configuration (see this article to know more)
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If the Primary Host Connect or the Secondary Host Connect is showing the failure each time but POS Connectivity is fine, then it might be that the internal network of the Store is working, but:
- The firewall of the network modem (router) is blocking communication with outer network
- The Aurus didn't whitelist the IP address of the Store (in case of out-of-US usage)
- If the Credit Card Transaction gives failure even if the primary / secondary connection is successful, then it means that there is a Processor Connectivity issue
- If the Gift Card Transaction gives failure even if the primary / secondary connection is successful, same thing - Processor Connectivity isn't working correctly
OnGuard Key
This is a configuration on your terminal which, ideally, Aurus team set up before shipping the device to you. The configurations can be accessed through Function Menu.
- Navigate to Device Menu by following these instructions
- Select TSA
- Select DUKPT KSN
- You will see 0-5 DUKPT numbers (called slots). Under slot 5, you will find a long numeric value. This is called OnGuard PIN. If you do not see this value, you need to contact Aurus team
- Now reboot the device, which will take you back to PAR Pay screen
- Open Aurus Pulse menu
- Select Edit Config
- Select Aurus Key Slot. You'll need to scroll quite a bit to find it
- Aurus Key Slot - its value should be 5. It is mapped to the OnGaurd Key slot
Merchant detail
In some cases, the pre-configured Merchant ID and Store ID may not match to what Aurus has mapped in their backed system. You need to contact Aurus team to confirm this by sharing your terminal's serial number with them.
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