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Nexgo N3 & N5

Screen and Display

Terminal does not show any signal

1. Rule out battery failure by checking the functioning of the display when the  terminal is directly connected to the mains, without battery;  
2. Restart (“forced”): press the power button for 10 seconds to restart.

Blank screen (with possible  noise) 

Rule out battery failure by checking the functioning of the display when the  terminal is directly connected to the mains without battery. 

Blank screen / touch screen does not work / system menus  do not respond 

1. Restart (“forced”): press the power button for 10 seconds to restart;
2. If the terminal recovers after restarting, check if there are pending updates (see “Application Download”). After updating pending applications, restart the terminal. 

Connection

Wi-fi connection

From the “Settings” menu, choose “Wi-Fi” and log onto the network (wait  about 15 seconds before trying to login or transaction again). 

Problems with SIM card

1. Remove card and insert again;  
2. Remove the battery, keeping the cable connected;  
3. Wait about 15 seconds before trying to login or transaction again;  
4. Validate that Wi-Fi is off before attempting to configure the access point (APN)  (if not, try again after disconnecting Wi-Fi and restarting the terminal); 
 5. In the “Settings” menu, select “… More” and “Mobile Networks” to enter the  APN “internetm2m”;  
6. Wait about 15 seconds before trying to login or transaction again. 

Battery

Permanent low battery / very fast consumption

Check for pending updates (see “Application Download”). After updating pending applications, restart the terminal.

Battery does not charge

1. Rule out battery failure by checking the functioning of the display when the  terminal is directly connected to the mains without battery;  
2. Try other power supply accessories (e.g. change cables).  


Note: if possible, it is recommended to carry out a long charge with the terminal  switched off.

Printer

Failed to read chip/magnetic stripe/NFC/contactless

1. Check if there are objects/debris blocking the card insertion or swipe (chip or  stripe reading) and if they can be removed;  
2. Check for pending updates (select the “Update” application on the main screen  and choose the “Online Update” option). After updating pending applications,  restart the terminal.  


Note: if possible, it is recommended to test if the card works in another POS.

Printer does not print or paper is black

Check and change, if necessary, the orientation of the paper roll. 

Paper does not come out of the printer or printing is unclear

Check if there are any paper objects/debris blocking the print head or the  unrolling of the paper roll. If so, clean with a piece of cloth soaked in alcohol. 

PIN PED

Not working

Check if: 

  • The card reader has battery charge, or connect it to a PC, through a USB cable; 
  • The card reader is powered on. Press the blue button on the upper part of the reader; 
  • The card reader is well paired with the smartphone through the Bluetooth connection; 
  • The purchase process is started in the smartphone’s APP that activates the card reader; 
  • You have entered the correct amount in the smartphone’s APP and press “next”. 

If you are still not able to use the card reader, please unpair and pair it again.  

Doesn’t recognize the card

Please make sure that you have performed and checked all the steps described in the previous question. Also make sure that you insert the chip card in the reader’s card slot (on the lower part of the reader) or swipe the card’s magnetic stripe through the swipe slot (on the upper part of the reader). 

Cards not accepted

Please make sure that you have an agreement with your Bank to accept the card’s payment scheme(s) (e.g.: MB, VISA, Mastercard). 

System tampered

The reader has detected a security breach. It must be replaced.

Please contact the client support team (phone no.: +351 217 918 747). 

Updating apps

Updating the applications

1. Select “Update” on the main screen of SmartPOS and choose “Online Update”; 

2. Download the desired app; 

3. Perform pending updates, if any; 

4. After the process is completed, turn off and turn on the terminal again. 

When attempting the “Update”, if the screen does not progress and an infinite loop occurs, clear the application data

Clear the local application data (restore the app): 

  1. On the main screen of SmartPOS, select “Settings” > “Storage” > “Applications”; 
  2. Find and select the app “xtms”; 
  3. Press the “Clear data” button. 
Info

If the instructions above did not solve the issue, please contact us directly.

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