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Troubleshooting PAX A920 Terminal

This guide covers common issues encountered on the PAX A920 terminal and provides step-by-step solutions to restore normal operation.

Issue Cause Suggested Solution
Contactless Not Working Terminal not properly connected or physically damaged. Check all connections, run Check ACQ Connection, inspect for damage, send photos to Support, and test with a small-value transaction.
Frozen "Please Wait" Screen Terminal software temporarily hung. Restart with power or back-arrow key, remove/reinsert battery, and if needed factory reset and reinstall POSitive app.
Screen Frozen on Firmware Download Firmware update interrupted (low battery or power loss). Hold Power + Volume Down together for several seconds until the Home screen appears.
Wi-Fi Connection Issues Incorrect network, bad password, or local Wi-Fi problem. Confirm correct SSID, re-enter password, restart router and terminal, try another Wi-Fi or hotspot, or switch to 3G/4G if available.
SIM Card Connection Issues Incorrect cellular/APN settings or network outage. Verify APN and cellular settings, rescan networks, reseat SIM and restart, then check carrier service status.
Declining Payments (All Types) Connectivity/acquiring communication problem. Confirm connection type is active, swap between Wi-Fi and 4G, and follow steps under Wi-Fi Connection Issues.
PED Tampered Security tamper alert triggered. Replace the terminal; tamper alerts cannot be cleared or overridden.
White Screen Possible hardware damage or display failure. Inspect for damage and submit clear photos to Technical Support for evaluation.
Dead Screen (Lights On) Battery or power delivery issue to the screen. Replace the battery, charge via side port, and if still failing, send damage photos to Support.
Slow Terminal Poor or unstable data connection. Check connection type, switch between Wi-Fi and 4G, and retest acquiring communication.
Terminal Not Charging Loose/damaged cable or dirty contacts. Check all cables, clean gold contacts, charge via side port, try another outlet and Micro-USB cable.
Poor Battery Life High brightness, long screen-on time, or aging battery. Reduce brightness, shorten sleep timer, and charge through the side port for better efficiency.
Card Not Present Issues Configuration or processing issue requiring review. Contact Technical Support for detailed assistance and configuration checks.
Printing Issue Low battery, damaged roller bar, or printer mechanism issue. Confirm battery >10%, inspect roller bar and lid, ensure bar is correctly seated, and send photos to Support if damaged.
Printing Lid Does Not Close Roller bar mis-seated or physical damage. Verify roller bar is not stuck in lid and is properly positioned; inspect for damage and send photos to Support.
End of Day Report Query Expectation of itemized EOD report on terminal. Terminal prints summary totals only; use Client Portal for detail, History report for last 8 transactions, and Reprint for copies.
Request to Stay Logged In Auto log-off / log-on settings not configured. Check Save Credentials, disable Auto Log Off, and enable Auto Log On in APP settings.
Print to Screen Print-to-screen or email receipt settings disabled. Enable Print to Screen in APP settings and confirm Email Receipts is enabled in the POSitive app.