Terminal Errors Troubleshoot

1. Error: No Route to Terminal

If you’re encountering the ‘No Route to Terminal” error, follow these troubleshooting steps to resolve the issue.

1. Check Terminal Status: Login to your BlockChyp account and verify whether the terminal is online or offline.
   1. If Offline: This indicates an issue with the internet connection. Establish a stable internet connection.
   2. If Online:
2. Restart the Terminal: Unplug the terminal for 5 to 10 seconds, then plug it back in and check if the issue persists.
3. Reset the Terminal: Turn the terminal upside down and press the reset button. Once reset, log back into your dashboard and verify if the terminal is online.
4. Restart the Router: Restart your router and check if it resolves the problem. You can also try switching to a different Ethernet port to ensure there is no connection issue.
5. Check the Terminal’s Internet Connection: To verify the terminal is receiving an IP address:
   1. Hold the magnifying glass button on the terminal keypad for 3 seconds until it beeps, then press it twice quickly.
   2. Navigate to Setup > System Config > Network > Next > Wired > Next >Ethernet> DHCP.
   3. The terminal will display either an IP address or show "Failed to enable DHCP, disconnected." If disconnected, try switching Ethernet ports to see if the connection improves.

By following these steps, you should be able to resolve the "No Route to Terminal" error. If the issue persists, please contact RepairDesk Support for further assistance.

2. Error: Terminal not found

Ensure that the terminal name in your BlockChyp account exactly matches the terminal name configured in RepairDesk. If there is any discrepancy between the two, the system will display the "Terminal Not Found" error.

To resolve this, verify and update the terminal names so they are identical in both systems.

If the issue persists, please contact RepairDesk Support for further assistance.

3. Error: SERV not allowed

This error occurs when the customer’s bank has a limitation that prevents refunds from being processed.

The customer should contact their bank to request the removal of the restriction. Once lifted, the refund will be processed, and the customer will typically receive it within 3 to 5 working days, depending on their bank's processing time.

If the issue persists, please contact RepairDesk Support for further assistance.

Virtual Terminal Issues

IFrame Error

If you are unable to process a transaction using the Virtual Terminal option in RepairDesk, follow these troubleshooting steps:

1. Try Using Incognito Mode: Open an incognito window, log in to your account, and attempt to process the transaction using the Virtual Terminal.
2. Reconfigure the Virtual Terminal: If the issue persists, reconfigure the Virtual Terminal by following these steps:
   1. Log in to your BlockChyp account.
   2. From the Dashboard, select "API Credentials" and then click on "Tokenization Keys."
   3. Generate a new API key and copy it.
   4. In your RepairDesk account, click on the nine dots at the top right of the screen and select the "Integrations" tab.
   5. Find the "RepairDesk Payments" tab and click "Connected" beneath it.
   6. Select the "Advanced Configuration" tab.
   7. Scroll down to the field beneath "Enable Virtual Terminal", paste the copied key, and save the changes.
   8. Try to process the transaction again.
3. If the Problem Continues: Your IP address might be blocked. If so, please contact RepairDesk Support for further assistance. In the meantime, you can use the Email Invoice option to charge the customer.

Service Alert / Service Required Error

If you encounter this error message, it means the terminal is worn out and needs to be replaced.

• Within One Year of Purchase: Contact RepairDesk Support for assistance with replacing the terminal.
• After One Year: You may be eligible for a promo code to receive a discounted terminal price. Contact RepairDesk Support to check eligibility.

FAQs

While the customer's card information is sent to the BlockChyp server, there are occasional instances where the captured payment information does not return to RepairDesk POS. In this case the transaction the invoice is still marked as ‘Unpaid’ in RepairDesk.
For resolution, you should wait for 6-12 hours for the transaction to be recorded. Our automated system identifies the payments and attempts to associate it with the corresponding invoice. You can identify these transactions by checking the payment notes on the invoice, which will indicate that the payment was automatically logged by the system.

Q. What happens if the payment is still not recorded after the mentioned wait time?

In this case, you will need to manually record a transaction using the “Offline Credit Card” payment method. For reference, you can include the last 4 digits of the card number.

Q. How to refund ‘Tip’?

To refund a tip, follow these steps,

1. Go to the top bar and select the "Repairs" dropdown menu.
2. Choose "Manage Invoices" and locate the desired invoice.
3. Open the invoice, scroll down, and find the Revert button next to the tip amount.
4. Click the Revert button and use the Refund option that appears to process the tip refund.

If the issue persists, please contact RepairDesk Support for further assistance.

Q. What if Refund is processed by RepairDesk but not received by the Customer?

This can occur if the RepairDesk User selects the wrong payment method instead of RepairDesk Pay. Refunds for card transactions can only be processed using the same payment method initially used to charge the customer (RepairDesk Pay).

To resolve this, ensure that the same payment method is selected for the refund as was used for the initial charge. Only Refunds processed using RepairDesk Pay will reflect correctly.

If the issue persists, please contact RepairDesk Support for further assistance.

Q. What if an Invoice paid using RD Pay is marked as ‘Overpaid’?

To resolve this issue, follow these steps to verify the transaction

1. Log in to your BlockChyp portal.
2. Locate the transaction in question (If the transaction is from previous days, check the batch history under the Merchant Tools drop down option).
3. Verify whether the transaction amount is correct or if an overcharge occurred.
   1. If the issue appears on both BlockChyp and RepairDesk - Refund the extra amount charged using RepairDesk Pay to resolve the issue.
   2. If the issue is only on RepairDesk Invoice - A glitch may have caused the customer to see a double charge or overcharge on their invoice. Update the invoice by deleting the extra transaction or adjusting the overcharged amount through the "Manage Invoices" option.

Q. How to connect wireless terminal with Wifi?

To connect your wireless terminal with Wifi, follow these steps,

1. Navigate to your terminal’s keypad.
2. Locate the three-line button.
3. Press the three-line button for 3 to 5 seconds until you hear a beep, Press the button twice quickly.
4. Select "Setup" and click "Next."
5. Select "System Config" and click "Next."
6. Select "Network" and click "Next."
7. Select "Enable HTTPS" and click "Next."
8. Select "WLAN" and click "Next."
9. Select "DHCP."
10. Choose your store’s WiFi from the list of available options.
11. Enter your credentials to connect to your store’s WiFi.