Page Comparison

Communication Errors

If your HiLite card reader shows a communication error message (appearing as COMM. ERROR CHECK CONNECTION) it means that the 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, if you using any of Handpoint's Bluetooth-connected card readers:

First, try turning the card reader off and on again:

1. Make sure that the smart phone, computer, or tablet you’re using with the card reader has Bluetooth turned on 

2. Turn off the card reader by pressing and holding the

   Image Modified

    (Power Button) for a couple of seconds and pressing 

   Image Modified

    (OK button)

3. Turn the card reader back on by pressing and holding

   Image Modified

    (Power button) for a couple of seconds

4. Wait for the card reader to connect or follow the connection instruction from your POS app. When you see the Bluetooth icon on the card reader screen then it is connected to the POS app. 

5. Try to initiate a transaction again

Second, try disconnecting the Bluetooth connection and reconnect

1. Make sure that the

   smart phone

   smartphone, computer, or tablet you’re using with the card reader has Bluetooth turned

   on 

   on.

2. Look for the Bluetooth name in your

   smart phone, computer, or tablet’s

   device’s Bluetooth list and disconnect the card reader according to the directions of your device. You can identify the Card Reader by its Serial Number found at the back of the reader.

3. Reconnect the card reader according to the directions of your device.

4. Wait for the 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 card reader screen then it is connected to the POS app.

5. Try to initiate a transaction again.

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

1. Make sure that the smart phone, computer, or tablet you’re using with the card reader has Bluetooth turned on

2. Look for the Bluetooth name in your

   smart phone, computer, or tablet’s

   device’s Bluetooth list and

   remove device/forget device

   disconnect the card reader according to the directions of your device. You can identify the Card Reader by its Serial Number found at the back of the reader.

3. Make sure that the card reader is turned on

4. Look for the Bluetooth name in your

   smart phone, computer, or tablet’s

   device’s Bluetooth list and pair according to the directions of your device

5. Wait until you see the Bluetooth icon on the card reader screen. This may take a few seconds. When that icon appears the card reader is connected.

6. Try to initiate a transaction again

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