Hardware support instructions

Introduction

Welcome to our work instructions for troubleshooting any issues that may occur with the hardware you use, including the Pax and Sunmi models. We understand that as a partner, you will certainly not be able to solve every problem when it comes to all Klearly questions. These work instructions are therefore only for the first questions, which are often easy to solve with the steps that are explained later. In this introduction, we will show you the basics to quickly and efficiently identify the first problems, with a focus on hardware and Wi-Fi related issues that may occur during use. 

Information

To start solving the problem, it is useful to first know what kind of situation you are dealing with. 

It is important to gather the following information from the customer:

1. Which company is involved? (Company name & trade name).
2. What type of device does the customer have? (PAX/Sunmi).
3. At what time did the error occur?
4. How many devices are affected?
   1. If all terminals are affected, please proceed and note that if you are unable to resolve the issue, you will need to escalate it to the Klearly team via our support Whatsapp number during opening hours [phone] (Mon-Thu 09:00-18:00 + Fri 09:00-17:00) and outside opening hours on the emergency number [phone].
5. What is the Serial Number of the device(s)?
   1. Sunmi: Ask the customer to go to the Klearly App, open the menu at the top left and scroll down until you see "version" starting with "LP".
      1. If the device cannot be turned on, the Serial number can be found under the battery on the backside of the device.
   2. PAX: The SN number is on the back of the terminal.
6. Which version has the Klearly app? 
   1. Open the menu in the Klearly app and then look at the bottom left under "Version:".
7. What doesn't work? 
   1. Try to get as much information as possible so that you understand the problem and when this issue occurs. 

Most issues fall under 2 branches: hardware and connectivity. Here we will explain the problems and provide solutions to try to solve them. If the problem does not fall under these branches, a short explanation has been given on how those can be solved.

Identifying Problem: Hardware

In this chapter we will see if everything still works with the terminal (hardware)

Pax A77 & Pax A920 Pro

1. Does the terminal still turn on? 
   1. Yes, but payments don't work, Check the chapters below for ‘problem identification’ 

   2. Yes, but the terminal displays the message ‘Tampered’. This means that the device is broken and needs to be replaced.

      

   3. No: Follow these steps provided below

Pax A77, Pax A920 Pro & Sunmi

Make sure the battery is charged, and the cable is working.

1. Check the condition of the battery by opening the back and ask if the battery is wet, broken, or no longer in the device. 
   1. If the battery does not work, the terminal must be replaced.  

Pax A35 (Works with cable only)

1. Check that all cables are correctly inserted into the device.
2. If the customer has multiple Pax A35s, try testing the device on 1 of the other cables to see if the device is broken or if it is the cables.  
   1. If the terminal also does not work with the cables of another Pax A35, the terminal is broken and must be replaced.
   2. If the A35 works with other cables, it is due to the cables of the device. Customer needs to order new cables.

Problem Identification: connectivity

We have now concluded that the terminal works and therefore the problem is not with the hardware. Another problem that can cause payments to fail can be due to an unstable or non-working WIFI network. This chapter of the work instructions briefly explains what can be done if the customer has poor or non-working Wi-Fi.  

Pax A77, Pax A920 Pro & Sunmi

1. Make sure the terminal is on strong WIFI. Ideally, this is a Wi-Fi network that the customer's guests cannot access as it can overload the Wi-Fi network during busy times. 
2. To check if the problem is with the Wi-Fi, you can ask if there is a connection to other devices. 
   1. Ask if the WIFI works on other devices such as their phone, laptop, etc. 
      1. If other devices work, move on to the next chapter ‘payment problems’. Please note that there is a chance that the device is broken. 
      2. If other devices also do not work on the same WIFI, there is a problem with the Wi-Fi and the customer will have to contact their internet service provider. (In the meantime, they would be able to accept payments on their phone via the Klearly app. The app can be found in the Google Play Store and Apple store. You can log in to the same account as the card readers.
      3. They can check if Wi-Fi is at fault by trying a transaction by being connected to a mobile hotspot or using data provided by the Sim card (if available) in the pin terminal.
3. If the devices are connected to a mobile network, then the customer will need to contact their mobile network provider. They can use the device with Wi-Fi for the time being. 

Payment problems

If the payment issue is still not resolved and you have checked the following possible causes:

1. The card reader (not broken/tampered)
2. Battery (in good health)
3. Internet connection is stable and works

Then follow the following steps to see if the problem could be resolved elsewhere.

Sunmi

If the Sunmi has payment problems, follow these steps:

1. Quit the Klearly app and restart.
2. Restart the Sunmi and try to initiate a payment again (the first transaction is always a little slower after rebooting).
3. Ask the customer if the ‘Do not disturb’ function is enabled (this should not be on!). Do this by swiping from top to bottom and turning the do not disturb function bar white (so it shouldn't be orange). 
   1. If it is enabled, turn off this function and restart the device. If this is not the case, proceed to the next step. 
4. Ask the customer for the version that the Klearly app is currently on. This can be found by opening the menu in the Klearly app and then looking at the bottom left under ‘Version:....’.
   1. If the customer is on an older version: 
      The merchant must be put on the latest version. In some cases, there is a big notification in the Klearly app with "A new version is available" with a large download button. 
   2. If the Klearly app is already on the correct version but payments still don't work, uninstall the app and download it again (note that the customer will have to log in again after downloading).
5. Do a new transaction (the first one is always a little slower).
6. If the problem is not resolved after these steps, please contact Klearly.

If a Sunmi has Issues with the Wi-Fi connection, follow these steps:

1. Make sure the terminal is on strong Wi-Fi. Ideally, this is a Wi-Fi network that the customer's guests cannot access as it can overload the Wi-Fi network during busy times. 
2. To check if the problem is with the Wi-Fi, you can ask if there is a connection to other devices and if they are working accordingly with the same Wi-Fi. 
   1. Ask if the WIFI works on other devices such as their phone, laptop, etc. 
      1. If other devices work, move on to the next chapter ‘payment methods’. Please note that there is a chance that the device is broken. 
      2. If other devices also do not work on the same WIFI, there is a problem with the Wi-Fi and the customer will have to contact their internet service provider. (In the meantime, they would be able to accept payments on their phone via the Klearly app. The app can be found in the Google Play Store and Apple store. You can log in to the same account as the card readers.
      3. They can check if Wi-Fi is at fault by trying a transaction by being connected to a mobile hotspot or using data provided by the Sim card (if available) in the pin terminal.
         1. Check in the settings that roaming is turned on if the Sunmi is using a Sim card.

Pax

If the PAX has payment problems, follow these steps:

1. Does it show an error message?  
   E.g.: code: 58 “Transaction declined. Please contact your bank or use a different payment method”.
   1. Yes: follow the instructions from the device. Need more help contact Klearly support.
   2. No: continue below and check chapter ‘Problem identification: Connectivity ’
2. Close the Klearly app.
   1. In the Klearly app click on the hamburger menu and scroll down to select ‘Exit’ (or ‘sluiten’)
   2. Open the Klearly app again
   3. Try a new transaction, if it doesn't work continue below:
3. Restart the device and try to initiate a payment again
4. Ask the customer for the version that the Klearly app is currently on. This can be found by opening the menu in the Klearly app and then looking at the bottom left under ‘Version:....’.
   1. If the customer is on an older version: 
      The merchant must be put on the latest version. For more details consult manual ‘Terminal coupling instructions’
   2. If the Klearly app is already on the correct version but payments still don't work, we advice to couple the terminal to the merchant again. For more details consult manual ‘Terminal coupling instructions’
5. Do a new transaction.
6. If the problem is not resolved after these steps, please contact Klearly.

If a PAX has issues with the (Wi-Fi) connection, follow these steps:

1. Make sure the terminal is on strong Wi-Fi (or simcard depending on the setup). Ideally, this is a Wi-Fi network that the customer's guests cannot access as it can overload the Wi-Fi network during busy times. 
2. To check if the problem is with the Wi-Fi, you can ask if there is a connection to other devices and if they are working accordingly with the same Wi-Fi. 
   1. Ask if the WIFI works on other devices such as their phone, laptop, etc. 
      1. If other devices work, move on to the next chapter ‘payment problems’. Please note that there is a chance that the device is broken. 
      2. If other devices also do not work on the same WIFI, there is a problem with the Wi-Fi and the customer will have to contact their internet service provider. (In the meantime, they would be able to accept payments on their phone via the Klearly app.
      3. They can check if Wi-Fi is at fault by trying a transaction by being connected to a mobile hotspot or using data provided by another Wi-Fi or Sim card (if available) in the pin terminal.
         1. If using a Sim Card (from Klearly) check if the devices have roaming activated

Pax: update or install Klearly & other apps

This chapter is a short explanation of how to download apps on Pax terminal via PAX Portal.

1. Login to the PAX environment.

2. Go to ‘Terminal Management’.

   

3. Add the Serial Number in the search bar.
4. Click on the terminal in question and then on the ‘Push Task’ tab.

5. Click on ‘+ PUSH APP’.

   

6. Select the app you want to install on the terminal and then click ‘OK’ (make sure you select the correct version of the app).

   

7. You will be taken to a new screen and then click on ‘Activate’ at the bottom right of the screen. 
8. Now go back to the ‘Push Task’ tab, scroll down and open the ‘Operation’ History by clicking on the green arrow to the right of Operation History. Here you can see if the download of the app was "Success" or "Failed".

1. Success: The app has been successfully updated to the latest version. 
2. Failed: Install the latest ‘Firmware’ on the device.
   1. Go to ‘Push Task’ and now go to the ‘Firmware’ tab.
   2. Click on the ‘+ Firmware’ button.
   3. Select the latest firmware version.  

3. Go back to the ‘Firmware’ tab on the ‘Push Task’ page, scroll down and open ‘Operation History’ to see if the download was a success.
   1. Success: Firmware is now on the latest version.
   2. Failed: Try an older version of the Firmware until the download is successful.
4. Now you can try to update the app again.

Sunmi: Merchant connot find Klearly app in Sunmi Store or Google Play store (APK Link)

If downloading the app doesn't work via the Google Play store or Sunmi store, this can also be done with an APK link. 

Fill in this link at a browser (chrome) on the Sunmi and download the Klearly app via the apk link. http://download-lite.klearly.eu. 
Via this link, the Klearly app will be updated to the latest version.