Communication Errors
If the HiLite shows a communication error message (appearing as COMM. ERROR) it means that the HiLite 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:
First, try turning the HiLite off and on again:
- Make sure that the smart phone, computer, or tablet you’re using with the HiLite has Bluetooth turned on
- Turn off the HiLite by pressing and holding (power button) for a couple of seconds and pressing OK
- Turn the HiLite back on by pressing and holding (power button) for a couple of seconds
- Wait for the HiLite 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 is connected to the POS app.
- Try to initiate a transaction again
Second, try disconnecting the Bluetooth connection and reconnect
- Make sure that the smart phone, computer, or tablet you’re using with the HiLite has Bluetooth turned on
- 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
- Reconnect the HiLite according to the directions of your device
- Wait for the HiLite 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 is connected to the POS app.
- Try to initiate a transaction again
Third, try removing the HiLite from Bluetooth devices and pairing them again
- Make sure that the smart phone, computer, or tablet you’re using with the HiLite has Bluetooth turned on
- 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
- Make sure that the HiLite is turned on
- 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
- Wait until you see the Bluetooth icon () on the HiLite screen (see #2 in section 1.2). This may take a few seconds. When that icon appears the HiLite is connected.
- Try to initiate a transaction again
If the problem persists, please contact support