If you’re experiencing issues with your TreezPay Cashless ATM terminals, we’ve put together some quick troubleshooting tips that may help solve the problem.
This guide will walk you through some common fixes, based on the error displayed on your terminal.
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‘Pinpad is Unavailable’
This message, displayed on the SellTreez checkout screen, is the most common cashless ATM error. Luckily, it is almost always resolved by following the simple steps below.
Step 1: Confirm the payment terminal has power by checking the physical connection to the power cable and that the power source is live.
Step 2: Verify the payment terminal is connected to the internet.
Ethernet: Check the physical connection to the Ethernet cable.
Wifi: Check that the wireless network is active and has been set up on the device.
Step 3: Ensure that the Treez Hardware Agent is running on the workstation the terminal is connected to. This is required for the PIN pad to function properly.
Step 4: Check that the workstation’s location in SellTreez matches the location on the Hardware Agent. If the locations do not match, follow these instructions to Reset the Hardware Agent.
Step 5: On the terminal, navigate to Menu > Utility > Software Download > Settings > Protocol > Primary > Host Name. If the name displayed is NOT ‘onepaycloud.com’, change the entry to ‘onepaycloud.com’. Then, perform a partial software update on the terminal by following the steps in the Downloading and Updating Terminal Software guide.
If, after completing these steps, you still see the ‘Pinpad is Unavailable’ message at checkout, please contact the Dejavoo support team.
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‘Communication Error’
Step 1: Verify the payment terminal is connected to the internet.
Ethernet: Check the physical connection to the Ethernet cable.
Wifi: Check that the wireless network is active and has been set up on the device.
Step 2: Perform a partial software update on the terminal by following the steps in the Downloading and Updating Terminal Software guide.
If, after completing these steps, you still see the ‘Communication Error’ message at checkout, please reach out to the Treez support team.
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Additional Resources
Downloading and Updating Terminal SoftwareThis guide includes step-by-step instructions for performing required updates during initial configuring, and after changing the terminal keys or connection type.
Terminal User ManualThis guide includes comprehensive instructions for executing different functions on your terminals.
Dejavoo Support Contact Information
[email protected] or +1-877-358-6797
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