Purpose

This is an overview of status checks and troubleshooting to perform if issues arise while operating a PayPlus device.

For instructions on troubleshooting a PayPlus Omni device, please see the article Parlevel - PayPlus Omni - Troubleshooting Guide.

Cables and Connections

In any troubleshooting scenario, it is beneficial to double-check the device connections and consider the possibility of faulty cabling. In certain cases, additional cables may be required to rule out the possibility of a faulty cable.

Please ensure the machine is powered down before checking connections. Connections should be as shown in the image below.

• High gain antenna – for cellular communication
• DEX Cable – for reporting DEX information
• MDB Cable – for power and vending machine communication

The LAN connection may be used instead of the antenna connection if ethernet is being used for communication.

Navigating to Status Screen

The device’s Status Screen will help narrow down the type of issue a device is experiencing.

1. To navigate to the Status Screen, tap the corners of the screen in this order: top left, top right, top left, top right 
    
2. The Status Screen will now appear. The following information will now be listed on the screen:
    
   • Version: the software version on the device
   • GSM: cellular provider and signal strength
   • Machine ID: system generated ID
   • Machine Name: name assigned in AV Live
   • Modem: status of the cellular connection. REG means it is working
   • Payment Initialized: status of payment configuration
   • MDB Communicating: status of communication over the MDB line to machine
   • MDB Available: indicates if the VMC has enabled the reader
     
     

DEX Issues

Pay Plus and PayPlus Omni devices will report machine inventory to the Parlevel VMS by pulling DEX information from the machine and uploading it. This is pulled periodically by the device and can be pulled manually during a service.

DEXing relies on the machine being DEX compatible and its machine board being up-to-date, as well as the device itself being up-to-date. In the case of a DEX issue, the device will still function, but is unable to report inventory counts from the machine.

DEX Fail

1. Double-check that all cables are plugged in correctly and secure. If the issue persists, power off the machine for 3 minutes
    
2. Navigate to the Status Screen by taping the corners of the screen in this order: top left, top right, top left, top right 
    
3. Now that the Status Screen is visible, manually DEX the device by tapping the top right corner of the screen. Confirm that the screen says "Pulling" when this occurs, followed by a message stating "Uploading."
    
   • If the device fails after the Pull message:
     1. Confirm that the machine is both up-to-date and DEX compatible by contacting your vending machine manufacturer (or by comparing the DEX information of another working machine at your location).
     2. Confirm that the device is up-to-date with by contacting Parlevel Support or 365Support.
         
   • If the device fails after the Upload message:
     1. Check signal strength is adequate and consider troubleshooting your antenna placement or alternatives to improve signal strength
         
   • If the device is not failing, but the signal is not being received:
     1. Confirm that the DEX has not arrived under the VMS Implementation page or on a current machine in the VMS
         
4. If DEX issues are still present, please reach out to Parlevel Support at 866-846-8807, or 365Support at (888) 365-6282 or support@365smartshop.com. Please provide your device ID and machine model.

Transactions

Cashless transactions are handled by the device and communicated to the machine. There are a few common points of failure during transactions. To process transactions successfully, the reader requires adequate signal strength, a valid card, and enough credit to allow any possible selection on the machine. If your machine has slots priced higher than $5, please inform the support team to confirm your device's default settings are adjusted to use a higher hold amount.

Please have multiple cards available to test when reaching out to support regarding card transaction issues.

Cash Only Mode Due to Signal Issues

If there is a signal or modem issue, this will prevent the device from reaching AV Live and processing transactions.

Signal issues usually present themselves as intermittent issues, or a device going into "Cash Only" mode due to being offline. If the device has low signal, it may intermittently fail transactions or intermittently fail to upload DEX information.

1. Navigate to the Status Screen by taping the corners of the screen in this order: top left, top right, top left, top right 
    
2. Once the Status Screen is visible, check the signal strength of the cellular connection. This is listed under GSM. 
   • Good Signal: -50 to -65
   • Acceptable Signal: -65 to -75
   • Low Signal (may cause issues): -75 to -85
   • Problematic Signal (will cause intermittent issues): -130 to -85
   • No signal at all: Offline -200 

Cash Only Mode Due to MDB Issues

If the device’s network connection is ok and has a "Cash Only" message, you may notice a "NO" in either MDB Communication or MDB Available. MDB related "Cash Only" issues can be caused by any malfunction on the MDB line. This can include issues with the bill validator, coin mechanism, door switch, or the vending control board.

1. Double-check that all cables are plugged in correctly and secure. If the issue persists, power off the machine for 3 minutes
    
2. Navigate to the Status Screen by taping the corners of the screen in the following order: top left, top right, top left, top right 
    
3. Once the Status Screen is visible, check MDB Communication and MDB Available
    
   • If MDB communication is failing:
     1. Consider testing new cables and, in some cases, a new device
     2. Confirm if the machine is able to support a cashless device
        • Confirm cashless compatibility with the vending manufacturer
           
   • If MDB Available is failing:
     1. Check if the machine can make cash transactions
        • Check function of coin mech and door switch, for machine errors, and that the coin tubes are filled.
        • Consider troubleshooting your machine with the manufacturer
     2. Confirm any cashless settings on the machine are correctly enabled
         
   • If both MDB Communication and MDB Available are failing:
     1. If both fields display "NO", it is worth considering double-checking and/or swapping the current cables for known working cables.
         

If the device still is entering cash only mode after completing these steps, please reach out to Parlevel Support at 866-846-8807, or 365Support at (888) 365-6282 or support@365smartshop.com. Please provide your device ID and machine model.

Other Payment Issues

If the device is experiencing transaction issues not related to "Cash Only" mode, and cellular communication is strong, continue with the following steps. 

1. Confirm card is being read properly
   1. Ensure card is being held steadily on reader during tap attempts
   2. Ensure swipe reader is clean
   3. Ensure insert slot is unobstructed
       
2. Test another card and method (swipe, tap, or insert)
   1. Record the behavior of the issue and any given message and contact Parlevel Support or 365Support
   2. Consider reviewing the highest priced item on the machine and comparing it to the hold amount

Antenna and Connectivity Problems

Signal strength and quality relies on the position and condition of the antenna and the service area quality for the device’s provider in that area. The two providers used are ATT and Verizon.

• Confirm that the antenna has the best possible location for connectivity. In most cases, this will be on the top of the machine. See the article Parlevel - How to Install a Parlevel Pay Plus Vending Reader for information on installing the antenna. 
  
  
• If connectivity issues persist, consider requesting a carrier swap for the device, if the alternative provider is known to be better suited for the area.
  
  • Please note that this will incur a fee: please ask 365support for more information regarding a carrier device swap.

For original PayPlus devices, ethernet may be available as an alternate connectivity method. If you’re able to provide an ethernet connection to an open network, you may connect and reboot to have the device communicate via the local network. Please see the article Vending Wifi/Ethernet Network Requirements for further information.

Inactive Device

QR Code Displayed 

If the screen is displaying a QR code, this indicates that the device is inactivated.

1. Check Sage to confirm the device has been purchased and activated. Please see Parlevel - Navigating Sage
   • If they bought it from us:
     • Verify if there is an active subscription. If there is, continue on to the next step.
     • If the subscription was deactivated, send the operator a link to the activation form. If an activation is required, create a side ticket to AV Onboarding.
       
       
   • If they bought the device from another company or 3rd party reseller:
     • Make sure they are in AVLive.
       • if they are not, have a Sales rep reach out to them for setup. Be sure not to create a side ticket to Onboarding for standard activation as we do not want to activate this for the wrong customer.
       • Once Sales has been informed, a activation form link can be sent to the customer.
         
         
2. If the device is showing as inactive on SAGE, the device will need to be reactivated.
   • An inactive device will turn on, take a bit to load, go into the 365 Screen and then shut off. This is due to the device being able to connect to AV Live and attached to a machine that is "Inactive". It then processes that the machine is inactive and shuts down.
     • If this device is deactivated and being reactivated by the original Operator/Customer, send them a link to the activation form.
     • If this device is being reactivated by a different Operator (other than the original), confirm they are in AVLive and setup. Reach out to a Sales Rep if necessary for setup. After confirming this send them both the deactivation form and activation form
       
       

Device Turns on Briefly Then Powers Down

Issue: device will turn on, take a bit to load, go into the 365 Screen and then shut off.

Solution: device is connected to AVLive, but is inactive 

1. To resolve this issue, you will need to go check Monday for a deactivation form and activation form.
   1. If it's the same operator, they just need the activation form.
   2. However, if this was transferred to a different operator, make sure they are with AV Live
      1. and if not that a Sales rep reaches out to them to get them setup. We do not want to create a side ticket to Onboarding for them to activate this for the wrong customer.