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If the ISV (or one of their merchant) reaches out saying that they are unable to process a transaction and they have built their own application on top of the Handpoint Android SDK, then the first step is to ask them to download the Handpoint Payments application on the terminal from the PAX Store and process a transaction (How to manually install the Handpoint app from the PAX Store / How to take a payment with the Handpoint Payments Application ). This simple step will allow you to narrow down if the issue is on the Handpoint side or the ISV side.
If the same issue happens with the Handpoint application then the next step would be to download the application logs from the PAX Store and forward them to Handpoint (How to download terminal logs from the PAX Store ), in this case there might be some important issue that will require Handpoint to investigate. Please ask for the date/time at which the issue was reproduced to be able to easily pinpoint which part of the logs should be reviewed.
If the transaction is processed successfully with the Handpoint application then the issue is narrowed down to
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a problem with the ISV application. In this case it is still possible to help the ISV
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troubleshoot by downloading the application logs from the PAX Store and forward them to the ISV and Handpoint (How to download terminal logs from the PAX Store ). In this case though the ISV really is the one who will need to diagnose the issue, possibly with help from Handpoint. Please ask for the date/time at which the issue was reproduced to be able to easily pinpoint which part of the logs should be reviewed