Troubleshooting "Invalid Transaction" errors on a Poynt Terminal. Includes diagnostic steps, potential causes, and preventative maintenance for retail environments.
Movement can dislodge connectors and cables.
Low humidity increases the risk of ESD.
A broader problem may indicate a network or payment processor issue.
Invalid transactions can stem from various points in the transaction process. Common sources include corrupted data packets during NFC/EMV communication, voltage fluctuations affecting the terminal's processor, electrostatic discharge (ESD) during card insertion, signal attenuation in the communication lines, or firmware errors preventing proper transaction processing. EMV chip degradation is also a possibility, leading to signal degradation. Baud-rate mismatches between the terminal and payment processor are rare but could cause data corruption.
The Poynt Terminal displays an "Invalid Transaction" error, indicating a failure during the transaction process.
Ensure the Poynt Terminal is unplugged before any cleaning or cable adjustments are performed. Avoid using liquids directly on the device. Static discharge can damage sensitive electronic components. Do not attempt to open the Poynt Terminal's casing as this will trigger anti-tamper mechanisms and void any warranty. No Lockout/Tagout (LOTO) procedures are needed for this equipment.
Regularly clean the touchscreen with an antistatic microfiber cloth to prevent ESD events.,Ensure proper cable management to prevent strain on the power and network connections.,Implement a surge protector to protect the Poynt Terminal from voltage fluctuations.,Keep the Poynt Terminal away from direct sunlight and sources of heat to prevent overheating.,Periodically check for and install any available firmware updates from Poynt.,Educate staff on proper card handling and potential ESD hazards, especially during dry winter months.
Try performing a "soft reset" on the Poynt Terminal by holding the power button for 10 seconds. If the error is due to a temporary software glitch, this may resolve the issue. Examine EMV cards for damage (scratches, dents, etc.) using a magnifying glass and bright light.