Troubleshooting Nets devices

This guide explains the common errors with Nets devices and how you can solve them yourself.

Alert irruption / Klar för skiffning

Error displayed on device, it means that device is damaged and needs to be swapped:

Follow the Replacement of a faulty Nets device guide.

Smiley :-)

Error displayed on device, it means that device/battery is damaged and needs to be swapped:

Follow the Replacement of a faulty Nets device guide.
If device is iWL250 or Move/3500 as a temporary solution you can try using the battery from the device that’s not being used.

Läsfel

Error displayed on device, it means that card reader module is damaged/dirty and device needs to be swapped:

Follow the Replacement of a faulty Nets device guide.

Medges ej

Error displayed on device, it means that the card is refused.

Try Hämta avtal:

Press the MENU button on keypad (above the red button) – select VIKING PA (if required)– swipe the password card – select 8-Adminmeny – swipe the password card – select 1-Inlösare– select 1-Hämta avtal.
Wait for the device to complete the process, you should get a printout of cards types supported. All the cards on the printout should work, if they still don´t work or you get an error during the Hämta avtal step, contact Trivec Support.

Utskriftsminne full

Error displayed on device, it means that that there are too many stored transactions.

Contact Trivec Support.

Terminal is busy

Error displayed in Domino, it means that payment can’t be sent to payment device. Happens on both IWL and IPP devices, also causes the Card button in Domino to change its color to orange.

Contact Trivec Support.
Alternatively, you can restart Domino and terminal yourself:
- Log in to Domino with manager login, Select Kassa and Exit. Wait until Domino shuts down and then start it again by double-clicking the Domino icon on desktop.
- While waiting for Domino to start, hold the yellow and dot button on terminal until it restarts. You might have to hold the green button after it's shut down to start it again:

Why does it happen?

To avoid getting this error: a) always cancel the transaction in the terminal first, not in Domino, and b) Avoid sending the transaction to terminal at the same time as you’re lifting an IWL250 from the cradle, that is when terminal switches from ethernet to bluetooth and for a few split seconds the device is unavailable until bluetooth spins up.

Gör dagsavslut

Reconcile (dagsavslut) needs to be done every 7 days. If there are transactions older than 7 days the terminal will display the error message. Reconcile is scheduled on one terminal on each BAX ID, that means if the terminal responsible for reconcile breaks down or is offline or turned off there will be no reconciliation done.

If you start reconcile manually on one terminal, it will trigger the same on all other terminals with the same BAX ID. To start reconciliation (dagsavslut) manually:

Via terminal: Press the MENU button on keypad (above the red button) – select VIKING PA (if required) – swipe the password card - select 6 – Dagsavslut
In Domino: Log into Backoffice / Rapport (Reports) / Kvitto (Receipt) / Baxi Dagsavslut, select BAXI terminal (if there are several).

If you would like to schedule a device to perform reconcile (dagsavslut) automatically, contact Trivec Support with device serial number.

S&F ej Möjligt

Nets payment device error, can be caused by several issues:

Terminal can not establish contact with the customer’s bank and is trying to store the transaction (S&F – Store and Forward), but that is not allowed by the customer’s bank. Since the end of 2019 offline transactions are not allowed within the European Union.
The cause can also be a disruption at Nets (often followed by a lot of calls to Support) or a disruption at one of the card issuers, for example all customers with a certain bank. In that case the best option is to use a different payment method (e.g. Swish) and try again later on.

Out of Order

Nets payment device error, terminal contract has run out.

Press MENU (above the red button) – select VIKING PA – swipe the password card – select 8-Adminmeny – swipe the password card – select 1-Inlösare– select 1-Hämta avtal.
If the device still displays Out of Order, contact your Sales representative so they can extend your contract.
If it’s an emergency, contact Trivec Support, in some cases Nets can extend the contract for a few days so you have time to contact Sales and sign the new contract.

Butiksnr ej giltigt

Nets payment device error, something is wrong with the contract.

Press MENU (above the red button) – select VIKING PA – swipe the password card – select 8-Adminmeny – swipe the password card – select 1-Inlösare– select 1-Hämta avtal.
If the device still displays the same error, contact your Sales representative so they can help with the contract.

Activating refunds (retur)

Follow the Activating refunds (retur) guide.

Fel lösenkort

Nets payment device error, means that password card (merchant card) does not work on this device. Try the following:

Test a different password card if you have several.
Contact Trivec Support.

If you don't have any password cards, contact Trivec Support to order one.

Tekniskt fel

Nets payment device error.

Press MENU (above the red button) – select VIKING PA (if possible) – swipe the password card – select 8-Adminmeny – swipe the password card – select 1-Inlösare– select 1-Hämta avtal.
Wait for the device to complete the process and you get a printout of cards supported.
- If it fails, continue troubleshooting yourself or contact Trivec Support.
- If it’s successful, try making a payment.
- If the payment fails, continue troubleshooting yourself or contact Trivec Support.

Caution!

All transactions that are printed during this need to be saved since payments can disappear when “Remove obstruction” (“Ta bort spärr”) is used so Nets can resend the transactions. Always first try pinging host before you use “Remove obstruction” (“Ta bort spärr”), if you don´t recieve any reply (“Inga svar”) and they don´t reach the destination it isn´t going to work either. So only use it in an emergency! If unsure, contact Trivec Support!

Try Pinga host:
- select 7-Kommunikation – select 2-Pinga host
Do Skriv ut (first time):
- select 2-S&F – select 1-Skriv ut
Do Skriv ut (second time):
- select 2-S&F – select 1-Skriv ut
Do Skicka in:
- select 2-S&F – select 2-Skicka in
Use Ta bort spärr (first time):
- select 7-Kommunikation – select 1-Ta bort spärr
Use Ta bort spärr (second time):
- select 7-Kommunikation – select 1-Ta bort spärr
Try Hämta avtal again
- select 1-Inlösare – select 1-Hämta avtal
- Wait for the device to complete the process and you get a printout of cards supported. If it’s successful, try making a payment.

Connfail (iWL 250)

Payment device error, means the pay@table module on IWL250 is not in contact with the Host device. Host device is a POS device or a server running pay@table/Manison.

Check TCP/IP

Follow the Configuring P@T server address in iWL250 guide to make sure correct P@T server IP address is configured.

Redo the docking station association

Follow the Pairing iWL250 device with the docking station guide to redo the docking station association.