Versions Compared

Old Version 2

changes.mady.by.user Handpoint Support

Saved on

compared with

New Version 3

changes.mady.by.user Lara Nugent

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

Communication Errors

If the HiLite your card reader shows a communication error message (appearing as COMM. ERROR) it means that the HiLite card reader detected a communication failure between itself and the device that it was paired/connected to. If this error was displayed while a SALE or REFUND transaction was in progress, it’s vital to contact support to verify from the transaction logs that the transaction went through. Not doing so will make you liable for any costs incurred due to double charges. Here is what you can do to try to troubleshoot it:

FirstFirstly, try turning the HiLite card reader off and on again:

  1. Make sure that the smart phone, computer, or tablet you’re using with the HiLite card reader has Bluetooth turned onon 
  2. Turn off the HiLite card reader by pressing and holding the Image Added (power buttonPower Button) for a couple of seconds and pressing Image Added (OK button)
  3. Turn the HiLite card reader back on by pressing and holding Image Added (power Power button) for a couple of seconds
  4. Wait for the HiLite card reader to connect or follow the connection instruction from your POS app. When you see the Bluetooth icon () on the HiLite screen (see #2 in section 1.2) the HiLite icon on the card reader screen then it is connected to the POS app. 
  5. Try to initiate a transaction again

SecondSecondly, try disconnecting the Bluetooth connection and reconnect

  1. Make sure that the smart phone, computer, or tablet you’re using with the HiLite card reader has Bluetooth turned onon 
  2. Look for the Bluetooth name (#3 in section 1.2 or BT menu item in section 3.4) in your smart phone, computer, or tablet’s Bluetooth list and disconnect according to the directions of your device
  3. Reconnect the HiLite card reader according to the directions of your device
  4. Wait for the HiLite card reader to connect or follow the connection instruction from your POS app. This may take a few seconds. When you see the Bluetooth icon () on the HiLite screen (see #2 in section 1.2) the HiLite card reader screen then it is connected to the POS app.
  5. Try to initiate a transaction again

ThirdThirdly, try removing the HiLite card reader from Bluetooth devices and pairing them again

  1. Make sure that the smart phone, computer, or tablet you’re using with the HiLite card reader has Bluetooth turned on
  2. Look for the Bluetooth name (#3 in section 1.2 or BT menu item in section 3.4) in your smart phone, computer, or tablet’s Bluetooth list and remove device/forget device according to the directions of your device
  3. Make sure that the HiLite card reader is turned on
  4. Look for the Bluetooth name (#3 in section 1.2 or BT menu item in section 3.4) in your smart phone, computer, or tablet’s Bluetooth list and pair according to the directions of your device
  5. Wait until you see the Bluetooth icon () on the HiLite screen (see #2 in section 1.2)card reader screen. This may take a few seconds. When that icon appears the HiLite card reader is connected.
  6. Try to initiate a transaction again

If the problem persists, please contact your payment provider's support team.