talech Terminal Troubleshooting

Follow these troubleshooting tips to resolve common issues with talech Terminal.

Troubleshooting FAQ

These guides cover talech Register and related POS equipment. Paytura is your merchant services partner; talech provides the register software and device support referenced in these articles.

Follow these troubleshooting tips to resolve common issues with talech Terminal. 

In this article

Issue: Payment Error [90]: Card Reader None Available

Resolution #1

Resolution #2

Issue: talech Terminal on Axium won’t power on

Resolution

Issue: Printer isn’t printing

Resolution #1

Resolution #2

Issue: talech Terminal on Axium is crashing or having intermittent issues

Resolution #1

Resolution #2

Issue: talech Terminal is connected to the internet but unable to receive app and security updates

Resolution

Issue: talech Terminal is connected to the internet but I am unable to process payments

Issue: Need to update or reinstall talech Terminal app for talech Terminal update issue

Resolution

Issue: Need to change the time zone

Resolution

Issue: SIM card isn't connecting

Resolution #1

Resolution #2

Issue: Terminal loses internet connection and shows 'Incorrect PIN' error message

Resolution

 

Issue: Payment Error [90]: Card Reader None Available

Resolution #1

  1. Restart the Axium device.
    1. Press and hold the power button for approx. 2 seconds until the on-screen menu displays.
    2. Select Restart from the menu.
    3. Wait for the device to fully restart. The talech Terminal app will launch automatically. 
  1. Restart the Axium Retail application by doing the following:
    1. Press the back button on the right-bottom of the screen to navigate back to the home screen.  
    2. Select the AXIUM Retail Core application. “Axium Retail Core” should display on the screen.
  1. Press the back button again on the right-bottom of the screen to go back to the home screen.
  2. Select the Terminal application and initiate a payment.

Resolution #2

If the device has been newly set up or has been turned off for a long period of time, updates may be required to ensure all the latest applications and security measures are in place.

  1. Complete an HEM call.
    1. Hold the Power button for 3 seconds.
    2. Select Services from the pop out menu.

 

terminal device showing side menu on screen with services highlighted.

 

    1. Select TEM Call.
    2. Select CALL SERVER.

 

terminal device with TEM call screen showing call server button highlighted.

 

    1. The device will run through a process to connect and install applications. A green check mark indicates a successful connection.
    2. Once you receive three checkmarks, select CLOSE.

 

terminal device with call to tem server screen showing successful connection

 

  1. Manually restart the Axium device twice.
    1. Hold the power button for approximately 2 seconds.
    2. Select Restart from the pop out menu
    3. Wait for the device to fully restart. 
    4. Repeat this process to restart the device a second time. If you don’t restart twice, the update won’t work.
  1. Ensure the Axium Retail Core application is running.
    1. Press the back button on the right-bottom of the screen to navigate back to the home screen. 
    2. Select the AXIUM Retail Core application. “Axium Retail Core” should display on the screen.
  1. Press the back button again on the right-bottom of the screen to go back to the home screen.
  2. Select the Terminal application and initiate a payment.
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Issue: talech Terminal on Axium won’t power on 

Resolution 

The device’s battery may be too low to turn on. 

  1. Make sure the device is plugged into power and is fully charged.  
  2. Once charged, press and hold the power button for about 1 second to turn it on.  
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Issue: Printer isn’t printing  

Resolution #1 

Paper may not be installed correctly or the cover isn’t fully closed. 

  • Check the printer paper installation to ensure the paper roll is inserted correctly.  
  • Check the paper cover to ensure the door is fully closed.  

Resolution #2 

Battery power may be insufficient to run the printer.  

  1. Make sure the device is plugged into power and is fully charged.  
  2. Once charged, try printing a receipt.  

 

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Issue: talech Terminal on Axium is crashing or having intermittent issues 

Resolution #1 

Restart the device.

  1. Press and hold the power button for approx. 2 seconds until the on-screen menu displays.  
  2. Select Reboot from the menu.  
  3. Wait for the device to fully restart. The talech Terminal app launches automatically.  

Resolution #2 

If the device isn’t responding or is frozen, force power off the device and power back on.  

  1. Press and hold the power button for 8 seconds to force power off the device.  
  2. Wait 30 seconds.  
  3. Press and hold the power button for approx. 1 seconds to power the device back on.  
  4. Wait for the device to fully power and auto launch the talech Terminal app.  

 

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Issue: talech Terminal is connected to the internet but unable to receive app and security updates

Resolution 

If your Terminal device is connected to the internet behind a firewall, it’s important that the device can connect with our Terminal Management System to receive critical app and security updates. Ensure your firewall is configured to allow your device connections to the following URL and ports. 
 

Product 
URL 
Port 
Axium HEM 
(35.245.65.177) 
TCP/7102 
UDP/7010 
TCP/7101 
TCP/7062 
TCP/7053 
TCP/1833

 

  1. Validate your connection with TEM CALL by following the Complete a HEM call steps above. 
    1. Validate your connection with HELPDESK. 
      1. Hold the Power button for 3 seconds.  
      2. Select Services from the pop out menu.  
      3. Select Helpdesk.  
      4. Select START SESSION.  
      5. If the connection is successful, the Terminal will display a message “Session is progress. Please wait…”  
      6. Hold the Power button for 3 seconds.  
      7. Select Restart from the pop out menu.  

    Terminal will reboot and auto launch the Terminal application.  

     

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    Issue: talech Terminal is connected to the internet but I am unable to process payments 

    Resolution 

    If your Terminal device is connected to the internet behind a firewall, the device needs to be allowed to connect with Converge for payments. Ensure your firewall is configured to allow your device connection to the following URL and port. 

    Product 
    URL 
    Port 
    Converge 
    443 

     

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    Need to update or reinstall talech Terminal app for talech Terminal update issue   

    Resolution 

    Important! Do not turn off or navigate away from the update once you begin the TEM CALL process or the app reinstall won’t complete.

     

    Note: 
    • The device must have 30% or greater battery to complete app updates.
    • The entire update process can take up to 20 minutes depending on network speeds.
    • Only the first TEM CALL needs to be manually initiated, the second TEM CALL is automatic.
    • The first TEM CALL downloads the firmware, the second call downloads the remaining apps.
    • The second call is now displayed on the screen. You can verify if this call is being made by swiping down from the top of the screen to display the notification status. It will display “TEM CALL IN PROGRESS.”
    1. Validate your connection with TEM CALL by following the Complete a HEM call steps above.
    2. If the app does not update, follow these steps.  
      1. Press the home button (middle circle icon at bottom of device).  
      2. Find and select the Settings app.  
      3. An “Input password” prompt appears, contact support for the code.
      4. Tap Apps.  
      5. Find and select the talech Terminal app (app logo will be a blue background with a white T).
      6. Tap on UNINSTALL.
      7. A confirmation page will appear. Tap OK.
      8. Re-run the TEM call by following the Complete a HEM call steps above.  

     

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    Issue: Need to change the time zone

    Resolution

    1. Press the home button (middle circle icon at bottom of device).  
    2. Find and select the Settings.  
    3. An “Input password” prompt appears, contact support for the code.
    4. Scroll to the bottom and select System. 
    5. Select Date & Time. 
    6. Turn off Use Network-provided time zone. 
    7. Select Time zone and change it to your time zone. 
    8. Hold the Power button for 3 seconds. 
    9. Select Restart from the pop out menu to reboot the device.  
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    Issue: SIM card isn't connecting

    Using a SIM card is only an option if you ordered talech Terminal with our SIM card preinstalled (talech Terminal may operate with a SIM card powered by AT&T). You cannot use your own SIM card. The SIM cards will come activated (talech Terminal devices will always work via Wi-Fi).  

    Resolution #1

    1. From the Home screen, select Settings.  
    2. Select Network & Internet. If prompted for a password, contact support for the code.
    3. Select Mobile Network.  
    4. Verify that Mobile Data is toggled ON.  
    5. Select the Advanced dropdown.  
    6. Select Access Point Names. If prompted for a password, contact support for the code.
    7. Verify that ATT Direct is selected and 4G LTE is displayed in the upper-right corner with signal strength.  
    • If ATT Direct is not shown, proceed to the next step to add the APN.  
    • If ATT Direct is shown and the 4G LTE is displayed with signal strength, hold the Power button for 3 seconds and select Restart. talech Terminal should relaunch automatically and connect to the network via the SIM card. If talech Terminal does not automatically launch, select it from the Home screen after restart.  
    1. If ATT Direct is not shown, select the + sign in the top right. If prompted for a password, contact support for the code.
    2. In the Name field, type ATT Direct and select OK.  
    3. In the APN field, type USBCElavon.com.attz and select OK.  
    4. Swipe down in the menu and verify the following fields are set correctly:  
    • MCC should be set to 310.  
    • MNC should be set to 170.  
    1. Select the 3 dots in the upper right and select Save.  
    2. Hold the Power button for 3 seconds and select Restart.  

    talech Terminal should relaunch automatically. If talech Terminal does not automatically launch, select it from the Home screen after restart.  

    Resolution #2 

    1. From the Home screen, select Settings. 
    2. If prompted for a password, contact support for the code.
    3. Scroll to the bottom and select System.  
    4. Select Date & Time.  
    5. Turn off Use Network-provided time zone.  
    6. Select Time zone and change it to your timezone.   
    7. Hold the Power button for 3 seconds and select Restart.  

    talech Terminal should relaunch automatically. If talech Terminal does not automatically launch, select it from the Home screen after the restart. 

    Resolution #3 

    If the SIM card is still not functioning after attempting Resolution #1 above, call Support at 800-377-3962, select option 2, then option 2 again.  

     

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    Issue: Terminal loses internet connection and shows ‘Incorrect PIN’ error message 

    Resolution

    1. Reconnect to the internet. If possible, connect the device to the strongest connection you have available. The best option would be to have an internet network dedicated solely to your store’s devices. See the article talech Network Requirements and Recommendations for more info. 
    2. Re-attempt to log into the Terminal application. 

    If the PIN fails again, it is the incorrect PIN. You can reset your PIN via the Account Settings from talech.com. See the article Update Your Account Owner Information for instructions on how to access Account Settings.  

     

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    Need more help?

    • talech training & device support (24/7): 1-888-995-1998
    • Paytura merchant support (24/5): 1-855-4-PAYTURA or contact Paytura

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