Basic Troubleshooting
Common Resolutions
Here are some common resolutions for payment issues:
Reset the PED Device
Reboot the Kiosk
Check your card type is supported by the kiosk
Basic Questions
The majority of issues are resolved with a few basic questions:
Is the PED connected to the Kiosk and powered on?
Is the PED displaying the correct splash screen?
Is the Freeway Client and Freeway Server service running on the Kiosk?
Resetting the PED
Make sure the PED is turned on
Press the yellow cancel key and # key together for three seconds
The PED will reboot, please wait until it displays it’s notmal screen before continuing
Kiosk UI Errors
Error | Description | Recovery |
|---|---|---|
Payment Device - The card reader seems to be offline | ||
Card reader busy | The PED got stuck in a previous transaction: the client was waiting for a response from the server and it never got it. As a result of its waiting state, subsequent transactions cannot happen. |
Reboot the Kiosk |
Escalate and issue to FreedomPay
Contact FreedomPay with the following information StoreID, TerminalID, RequestID, MerchantReferenceCode, as well as any other information that would be relevant.
Production Support Issues:
Email: techsupport@freedompay.com
Phone: 888-495-2446
How FreedomPay logs can be obtained in the event that FreedomPay requests them?
Navigate to C:\ProgramData\FreedomPay\Freeway Commerce Connect\logs
Both Server and Client logs are located there. Retention is set to 30 days by default
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