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Elavon RB Out of Balance Error on Pax A80 – Retail

RB Out of Balance Error on Pax A80 – Retail Elavon

The RB Out of Balance error indicates a mismatch in batch totals on the PAX A80 terminal. Before making any adjustments, you must retrieve both the LogCat and Detail Log files so support can properly diagnose the issue.

Required Steps Before Making Any Changes: Running PAX Logs

📁 Retrieve Terminal Logs First

Before making any modifications, complete the following steps to retrieve the Detail and LogCat files from the terminal.

LogCat Instructions

  1. Exit the BPOS application.
  2. Open the PAXSTORE application.
  3. Tap the hamburger menu ☰ (in the top-left corner).
  4. Select More.
  5. Select Upload Terminal Logcat.
  6. Select Logcat, then press Upload.
  7. Wait 20 seconds.
  8. Select Detail Log, then press Upload.

Detail Log Instructions

  1. Open the BPOS application.
  2. Select Func.
  3. Select Settings.
  4. Enter the password when prompted. (Todays date)
  5. Select About BroadPOS.
  6. Select Log Upload.
  7. Exit the BPOS application.
  8. Open the PAXSTORE application.
  9. Tap the hamburger menu (three horizontal dashed lines in the top-left corner).
  10. Select More.
  11. Select Upload Terminal Logcat.
  12. Select Logcat, then press Upload.
  13. Wait 20 seconds.
  14. Select Detail Log, then press Upload.


📞 Contact Elavon Premier Services
  • Call Premier Services at Elavon and request a forced batch close.
  • Ask them to email the batch report for confirmation.
  • Verify how the file is configured with Elavon:
    • EDC Method: Host
    • Auto Close: Terminal
  • Reference the Envoy Contact Sheet if needed:
    Open Envoy Contact Sheet

2. Clear the Database on the Terminal

  • Walk the merchant through clearing the database (refer to the instructions on the Fintech dashboard).

3. Check for Firmware Updates

  • Review the PAX file to ensure a firmware update is not required.
  • If a newer firmware version is available, push the update to the terminal.

4. Verify Transactions

  • Once the database is cleared, the merchant should be able to process transactions.
  • Have them run a test transaction to confirm functionality.

If the Merchant Receives a "Sequence Error":

  1. Reboot the Terminal.
  2. Try Another Card.
  3. Clear the Database Again.

If issues persist, further troubleshooting may be required.