Simple Troubleshooting Acendy POS

This article provides simple troubleshooting steps for the Acendy Datakasse, addressing common issues and their solutions.

Payment Approved But No Order in the Till?

Rarely, a payment may be completed on the bank terminal or Vipps without an order being created in the till. Here's how to handle this:

Procedure on Bank Terminal (V400M)

If this happens on the bank terminal, investigate the transaction directly on the terminal. See guide below.

1: 8 → Green circle → History

2: Click on the relevant transaction, scroll until you find the statuses Final state and Capture.

3: If Final state has status Approved, and Capture has status Sent the transaction is complete and the customer will be charged.

4: In the same menu on the terminal, find Merchant reference and write this down as a note.

How to Register the Sale in the Till

Create a manual order with corresponding products or amounts and complete the purchase in cash. Then send the information to us via the contact form below.

What if the transaction is not completed?

If Final state has status Cancelled or Declined the transaction is cancelled and the customer must therefore complete the purchase again.

Procedure Vipps

If this happens with Vipps, the procedure is slightly different. The first thing to do is to check the customer's receipt in Vipps to see if the payment has been completed. The history can be found in the Vipps app Payments > History.

If the status is Approved the transaction is ok. Feel free to write down the reference behind Order in the history.

How to Register the Sale in the Till

Record the sale as cash, send the new order number and the order reference on the customer's receipt to kundeservice@acendy.no with the title “Order not created - Vipps”

Terminal Connection

In the top line of the till is a symbol that represents the connection status between the till and the terminal.

Green status: The terminal is connected and ready to use
Red status: Unknown, the terminal is visible but unable to connect
Gray status, Gone, the terminal is not visible to the till

Follow the guide below for gray or red status

To get into the terminal's main menu, do the following:

9 → Green circle → Enter PIN → Green circle (V400m)

1: Check that the terminal and ipad are online.

On the terminal

Main menu > Network > Wi-Fi.

2: Check the terminal's connection via PSP.

Main menu > Network > Diagnostics > PSP > Connection

3: Go to step 4 if the result of the PSP test does not change with "Success".

If successful, the terminal is connected to your network.

4: Restart of the equipment

Terminal

Main menu > Turn off.

Router

Power is disconnected for 10-15 sec.

Faq

Long Loading Time or Completely White Screen?

If the till takes a long time on tasks or displays a completely white screen, it may be a sign of network slowness. Another explanation may be that the app needs a restart.

Does the Ipad Keyboard Not Appear?

If you have a wireless scanner connected to the Ipad, this may override the Ipad's built-in keyboard. To bring up the keyboard, it may help to press the scanner button twice (important that you do not scan anything here, feel free to scan straight into the air).

Updates

It is very important to keep the equipment updated. We recommend checking for updates on the terminal, Ipad and till app at regular intervals. Also note that the till app requires the latest version of iOS to function optimally.

To Update the Terminal

9 → Green → Enter Pin → Green → Software update

Power

For the terminal to function optimally, it is important that the battery level does not fall below 10% power. Keep the terminal connected to power at all times.

Simple Troubleshooting Acendy POS