Applies to: Broadlume Payments

Does not cover: Cyncly Payments, Cyncly Pay, or Payments Flex

Level 1 Terminal Troubleshooting:

Red Flashing Light/Blank Screen:

Unplug the terminal and remove the battery to cut the power. After a few minutes, restore the battery and plug it back in.

If this doesn’t work, you can try ordering a new battery. If replacing the battery doesn’t work, you must check if the terminal is out of the 12-month warranty. If it is, the merchant will need to purchase a new terminal.

Printing: 

The QD4 terminals use thermal paper (meaning there is no ink in the terminal). If the receipt font is faint, then the paper is not making contact with the thermal element. Please make sure the receipt paper is in properly and that the printer cover is snapped closed completely. Insert the paper roll as pictured below. NOTE: All terminals use 2¼  x 50 thermal paper rolls. 

You can print a test receipt by going into Settings and selecting Self-Check and Printer. A test receipt will print. If the paper is not inserted correctly, you should see an error message on your screen.

If you have confirmed the correct paper is installed in the right direction and closed tightly into the holder, but the issue is not resolved, the thermal plate may not work correctly. Please contact Support.

When you need more paper, make sure you search for Dejavoo QD4 Paper Rolls.  Here is a link to order from Terminal Depot, but it can also be ordered from Amazon and many other vendors.

Passwords: 

The generic manager password on the QD4 terminal is 1234. This will be used to access different settings and utilities. An additional PIN can sometimes be requested when accessing the Market app. This PIN will be either 1111 or 1379. To exit this PIN screen, you can use the Android control O at the bottom center of the device, under the touch screen.

Terminal Stops working:

1. Check that the power cables are correctly working; if not, contact support to order replacement cables.
2. If the terminal has trouble booting, confirm that it is plugged directly into the power source. Ensure you do not plug the USB cord into the computer, which will not provide enough power to boot the device.
3. If power cables are working and the terminal is still not turning on, contact support and request a swap order.
4. If the terminal is on but is not taking payments, ensure the terminal is correctly connected to the internet. Confirm it is connected to Spin Proxy on the Aura APP.
5. If you can’t send payment information through the integration- Make sure that the terminal is not set to spin bypass; confirm that the terminal is on the SPIN POS Online screen:

How to connect a Terminal to Wifi/Ethernet:

This will be completed in the main menu of the terminal not in the Aura App.

Connecting to Wifi is as follows:

1. Go to the settings tab
2. Select WLAN
3. Make sure the Wi-fi is set to On
4. Find your desired network and select it
5. Input the password and hit connect

The steps to connect to Ethernet are as follows (specific to the QD4):

1. The QD4 terminal will come with two attached cables: a power cord and an ethernet port. It does not come with an ethernet cable, so you must purchase one separately.
2. Go to the settings tab.
3. Select WLAN
4. Set to Off
5. Connect one end of the cable to the ethernet port on the terminal and the other to the ethernet port on your router or modem.

It is important to note that just because the terminal is connected to the internet does not mean it is connected to the Dejavoo SPIN server. Once connected, you should select the Aura App and confirm that the terminal is showing as SPIN POS Online.

How to manually batch a terminal:

1. Go to the Aura App
2. Select the Star Icon (password is 1234)
3. Select Settle Daily Batch

 How to do a Partial/Full Download:

Partial/Full downloads are done when any changes are made to the terminal file by support, and the terminal needs to be updated with these changes:

1. Select the Aura App
2. Press the ≡
3. Input manager password: 1234
4. Press Utility
5. Press Software Download
6. Press Connect
7. Select Network
8. Select Partial or Full, depending on the update type
9. On the TPN screen, select the green arrow
10. Once the download starts, select Apply All Updates

General Software Update

Before updating the terminal software, open batches must be closed. This can be done manually on the Aura app by selecting settlements on the core menu and then "settle daily batch.” Once that is done, you may update the terminal software using the following steps.

1. On the main terminal screen--not in Aura--Select Market
2. On the market screen, locate DVPay
3. Select update next to DVPay
4. Once completed, re-open Market
5. Select Open next to DVPay

Connectivity Issues

WiFi Works, Ethernet Does Not (QD4):

1. Ensure the ethernet cords are plugged in correctly and securely.
2. One end should be plugged into an ethernet port in the wall/router/modem.
3. The other end should be plugged into the ethernet port attached to the terminal.
4. Confirm the port is glowing green; if not, there is an issue with the port itself, and the terminal will need to be replaced.
5. Try a different ethernet cord if you have one.

Self-Check: WiFi or Ethernet:

1. Navigate to the main home screen
2. Select Settings
3. Select Self-Check
4. Select Network
5. Select either a Wi-Fi network or an Ethernet Network
6. The check will result in either success or failure

How to Complete a Ping Test (WiFi):

1. Navigate to the main home screen
2. Select Settings
3. Select Self-Check
4. Select Network
5. Select WIFI Network
6. Select Test WIFI
7. Write down both IP Address and Public IP Address (if there is one)
8. Click back twice (left-arrow on the bottom of the terminal)
9. Select Advance
10. Select PingTool
11. Input IP Address
12. Select Ping

• If the Ping Result shows a few lines of data, the Ping Test was successful
• If the Ping Result shows the word timeout, the Ping Test was unsuccessful

Changing/Confirming the Time, Time Zone, and Date:

1. Navigate to the main home screen.
2. Select Settings
3. Select the ≡ on the top right
4. Scroll down and locate Date & Time
5. The date, time, and time zone should be automatic by default. Here, you can confirm that the right information is showing on the terminal.

Red Lights:

• Flashing- damage to the charging port
• Solid & plugged in- charging

Finding the Serial Number:

• On the QD line, this will be located under the receipt paper (you will need to remove the receipt paper to read) and begin with "WP."

Common Errors:

• The register is busy- the merchant is not on their POS online screen, so BL Pay cannot connect with the terminal.

• Terminal not connected to SPIN Proxy server - this error could be due to multiple reasons. The most common are:
  1. The transaction was sent to the wrong terminal, which isn’t connected (will only occur for merchants with multiple terminals associated with their account)
  2. The terminal is not connected to the SPIN Server. This can occur if there is a loss of connection, an unstable connection, or the terminal is not connected to the SPIN Server. The merchant should confirm their terminal is showing SPIN POS Online before reattempting.

• Queued Transaction: If a final transaction outcome is not received from Dejavoo, a transaction will report a queued status on your portal. This can occur if there is a timeout error or loss of connection during the transaction process. In such cases, the actual transaction status can be found on the terminal. You can confirm this status through the printed receipt and print (before the batch) and batch your daily report.

• Invalid Merchant- Potential VAR issue. Reach out to support.

• Transaction Canceled - The operation has timed out
  1. Try reattempting the transaction.