Cellular (SIM)connection troubleshooting steps

Handpoint can only provide limited troubleshooting steps when it come to cellular connection as each and every partner provides their merchants with different SIM providers. Here is some general guidance and best practices.

Here are a few numbers to keep in mind when it comes to data sent over SIM connections :

• A firmware download takes around 500 MB of data and is pushed 1-2 times per year

• A payment application download takes around 50 MB of data and is pushed 4-6 times a year

• A transaction spends 60 KB (0.06 MB) of data

1. If the merchant is not able to download updates from the PAX Store, cellular download might be disabled from their reseller account :

   1. Select the Reseller → Profile → Scroll down to Store Client Configuration → Enable Use Cellular Data to Download

Open

2. Make sure cellular is enabled on the payment terminal : Go to the Android settings (pwd pax9876@@) → More → Cellular Networks → click the check box near “Data roaming”
   
   

3. Make sure that 3G/4G is not selected as the preferred network in the device settings. You can check it by going to device settings (pwd: pax9876@@) Wireless —> Networks —> Mobile networks —> Preferred network type —> 4G preferred (These steps may vary a bit depending on the version of PAX used).
   
   

4. Make sure that the SIM APN settings are correctly set up on the terminal, if using the Handpoint sim cards (soracom), go to device settings (pwd: pax9876@@) Wireless —> Networks —> Mobile networks —> Advanced → APNs

   1. Enter the following APN settings

      1. Name - any name you choose.

      2. APN - soracom.io

      3. Username - sora

      4. Password - sora

   2. Restart the terminal, upon booting the terminal should now work via cellular.
      
      

5. Make sure that the SIM inserted in the terminal still has data available for transactions.
   
   

6. If the merchant has a not very reliable WiFi, perhaps the best option would be to forget the WiFi network to prevent the device from connecting to this network since the PAX considers Wifi as primary before the SIM card connection. Forgetting the merchant's known network, the device will only use the SIM card, ensuring a better internet connection.
   
   

7. Connect the terminal to a mobile hotspot (from a phone) to make sure that the terminal is able to get an internet connection even though cellular (SIM) connection does not work properly.