Troubleshooting with mPOS and HiLite card readers

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

   Open

   

    (Power Button) for a couple of seconds and pressing 

   Open

   

    (OK button)

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

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

2. Look for the Bluetooth name in your 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 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. Make sure that the card reader is turned on

4. Look for the Bluetooth name in your 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.

Flash Corruption Errors

If the HiLite card reader is behaving badly in some way, it is always a good idea to reset the flash to see if it fixes the issue. Resetting the flash erases the working memory of the card reader clearing out any corrupted flash. After the flash has been reset on a card reader it needs to fetch the terminal software and terminal configurations again.

Resetting the flash:

1. Press [Cancel button] and (back button)

2. Enter password: 746723 and press [OK button]

3. Scroll menu using [Down arrow] to Config and press [OK button]

4. Select “RESET FLASH“ and press [OK button]

5. Scroll down to “Save and Reset“ and press [OK button]

6. The card reader should now restart

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

Bluetooth Reset

The Bluetooth functionality on iOS devices is known to be particularly persistent, meaning that the terminal will remain paired with the previous phone or tablet even after the terminal has been powered on and off. To establish a connection with a new device, the terminal must first be unpaired from the previous phone or tablet. This can be done by accessing the Bluetooth settings on the initial device and manually unpairing the terminal.

Once the terminal has been unpaired from the first device, it can then be paired with a second device. if the issue persist, we recommend to perform a Bluetooth Reset:

1. Hold down the Cancel Button and then also press the Back Button (←)

2. Enter password: 746723 and press the OK Button

3. Scroll the menu using the Down Arrow Button (↓) to "Config" and press the OK Button

4. Select “BLUETOOTH RESET“ and press the OK Button

5. Return to the previous menu by pressing the Cancel Button

6. Scroll down to “Save and Reset“ and press the OK Button

7. The card reader should now restart