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Move/5000 – Communication error

This error occurs when the payment terminal is unable to establish a connection with the payment network. Learn how to troubleshoot communication errors.

Your device may be a different color, instructions are still applicable; Videos are coming soon.

 

Communication error

  1. Determine your connection method: Wi-fi, Bluetooth, or 4G.
    • Icons are located in the upper left of the device.

 

  1. Confirm status of Ethernet connection on the status bar:
    • Green – Connected
    • White – Not connected
    • Red – Connected but IP not configured. (Request support from your local IT and/or internet service provider regarding your internet connection or IP configuration.
  2. Restart/reboot the terminal
    • Press the pound button [#] and the yellow [Correction] key at the same time for 5 seconds.
    • Terminal will power off.
    • Hold down the green [Enter] key for 5 seconds to power on the terminal.
    • Validate your network settings.
      • If connection is successfully established – Resume task.
      • If connection isn't established – Proceed to the next step.

If your icon is white or red – continue with the following steps:

  1. Confirm that the terminal is connected to the right wireless connection.
    • Press the gray [Desktop/Function] key to access the Admin Menu.
    • Select Admin Mode, enter the admin password and press the green [Enter] key.
    • Select Tetra Admin.
    • Press [3] for Configure Wi-fi.
    • Press [2] for My Networks.
    • Validate your network settings.
      • If connection is successfully established – Resume task.
      • If connection isn't established – Proceed to the next step.
  2. Confirm date and time is correct. To set date and time:
    • Press the gray [Desktop/Function] key to access the Admin Menu.
    • Select Admin Mode, enter the admin password and press the green [Enter] key.
    • Select Tetra Admin.
    • Press [2] for Set Date and Time.
    • Press [1] to configure date and [2] to configure time if needed.
    • Confirm connection has been established by processing a test transaction.

If your issue is still unresolved, contact the help desk.

  1. Confirm Bluetooth indicator status
    • Green – Connected
    • White – Not connected
    • Red – Connected but IP not configured. (Request support from your local IT and/or internet service provider regarding your internet connection or IP configuration.
  2. Restart the terminal
    • Press the pound button [#] and the yellow [Correction] key at the same time for 5 seconds.
    • Terminal will power off.
    • Hold down the green [Enter] key for 5 seconds to power on the terminal.
    • Validate your network settings.
      • If connection is successfully established – Resume task.
      • If connection isn't established – Proceed to the next step.
  3. Confirm connection

  1. Review 4G connection and indicator on the screen:
    • 5 bars – Very strong signal
    • 4 bars – Strong signal
    • 3 bars – Good signal: Can process transactions
    • 2 bars – Transactions may take longer to complete
    • 1 bar – Weak signal: May not be able to process transactions
    • 0 bars – No signal: Cannot process transactions
  2. Restart the terminal
    • Press the pound button [#] and the yellow [Correction] key at the same time for 5 seconds.
    • Terminal will power off.
    • Hold down the green [Enter] key for 5 seconds to power on the terminal.
    • Validate your network settings.
      • If connection is successfully established – Resume task.
      • If connection isn't established – Proceed to the next step.
  3. Confirm date and time is correct. To set date and time:
    • Press the gray [Desktop/Function] key to access the Admin Menu.
    • Select Admin Mode, enter the admin password and press the green [Enter] key.
    • Select Tetra Admin.
    • Press [2] for Set Date and Time.
    • Press [1] to configure date and [2] to configure time if needed.
    • Confirm connection has been established by processing a test transaction.
      • If connection isn't established – Proceed to the next step.
  4. Try taking the terminal to different locations within location to see if the signal strengthens.
  5. If your issue is still unresolved, replace the terminal using the proper replacement process.

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Void a transaction