General Device Troubleshooting Steps

Overview

How to perform the following general device troubleshooting steps:

Instructions 

  1. Verify that the BlueFin app is showing on the screen. If you are in the apps screen (1st picture) where you see several apps, look for the BlueFin app and click on it. Your screen should be in the BlueFin app (2nd picture) or the transaction will not process properly. 
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  1. Verify the device is connected to the internet. Confirm you see an icon that looks like 2 arrows pointing in opposite directions.

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  1. Verify the Ethernet cable (probably a blue cord) is securely connected to both the back of the device and into the wall.
  2. Try powering off the device by pressing and holding the red X button for 5 seconds. Wait 10 seconds and then press and hold the red x button again to turn it back on.
  3. Does the device display indicate “TAMPERED”? 
    This means the device thinks it was broken into and is behaving as it should by notifying the custodian that it is tampered.  You will not be able to reset the terminal.  A replacement will need to be ordered. 
    NOTE:  Depending on the device, you might see these variations: "PED Device Tamper” or “Activating.”
  4. If the device screen shows "Protected by Bluefin", try running a test transaction. Go through the steps of running a $5.00 transaction and confirm that the credit card device is active. You can cancel/decline the transaction on the terminal without needing to swipe a credit card. In Invoice Cloud, you can click the "Return to the previous screen" link to back out of the transaction.
  5. If none of the above works, contact the IT Service Desk for further assistance.

Still Need Help?

Click here to report a Credit Card Terminal Issue.

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