Move/5000: Communication errors

Communication error occurs when the payment terminal is unable to establish a connection with the payment network. Learn how to troubleshoot mobile data/4G-communication, Bluetooth^® and Wi-Fi errors on your device.

Quickly navigate to the section relevant to your connection method:

Review connection method – 0:21
Cellular/4G - 0:34
Bluetooth – 1:44
Wi-Fi – 3:46

Communication errors

Review mobile data indicator
- a) Review the network bars indicator on the screen.
  - 5 bars: The terminal is receiving a very strong signal from the 4G wireless network and can process transactions.
  - 4 bars: The terminal is receiving a strong signal from the 4G wireless network and can process transactions.
  - 3 bars: The terminal is receiving a good signal from the 4G wireless network and can process transactions.
  - 2 bars: The terminal is receiving a signal from the 4G wireless network and can process transactions but may take longer to complete them.
  - 1 bar: The terminal is receiving a weak signal from the 4G wireless network and may not be able to process transactions.
  - 0 bar: The terminal is not receiving any signal from the 4G wireless network and CANNOT process transactions.
- b) If the 4G network bar is displaying low bars, proceed to perform step 2 and 3.
Restart the terminal
- Press the yellow [Correction] key and # key together for 5 seconds. (Refer to “How to reboot terminal” instructions for the Move/5000.)
- The screen will show ,“Reset in Progress”, and the terminal will reboot.
- Ensure the terminal is on the charger or docked on the base.
- After the reboot, the terminal will launch to the default screen:
  - Standalone: will display the Sale, Force Sale, Return, Void transaction icons.
Perform key exchange
- a) Run a test sale to confirm if the terminal will connect. If this issue is still unresolved, contact Chase Support.

Confirm the base is connected to both the power supply and an Ethernet cable that is connected to a network access point.

a. If the V-Base is already associated with the device, ensure the ETH and BT indicators are displaying a green colour which represents a successful connection.

b. If the Ethernet indicator is displaying a white light, proceed to step 3 shown in the table below.
Note: When having troubles associating the base, please refer to the “Base not found” troubleshooting instructions.

Ethernet Connection Status (by colour)	Description	Recommended Troubleshooting Steps
Green	Connected	Run key exchange and test sale to confirm the terminal is connected
Orange	Connection in progress	Wait for the colour indicator to either display a green light (Successful connection) or a white light (Unable to connect)
White	Not connected	Check Ethernet connection: Confirm Ethernet cables are securely connected to both the ETH port on terminal Magic Box and the Ethernet port on the router Move the Ethernet cable to an alternate Ethernet port on the router or modem, if available If you have multiple terminals, try swapping terminals that aren't working to Ethernet cables of terminals that are working to determine if something is wrong with the specific cable or connection from the router or modem Try to restart the modem and determine if the terminal will connect (refer to step 2 below) Confirm internet connection is working. Access any site using a different device connected to the same network

Once the connection has been established, proceed to perform a key exchange and then run a test sale to confirm if the terminal will connect.
If the issue is still unresolved, contact Chase Support.

Review wireless connection
- a) Review Wi-Fi colour indicator on the screen.
  - White – Not Connected
  - Orange – Wi-Fi signal detected an access point and is awaiting IP address
  - Green – Connected
- b) If the indicator is white, proceed to step 2 to configure your preferred Wi-Fi network.
Configure preferred Wi-Fi network
- On the Home Screen, swipe left to land on the next screen.
- Select Coms icon.
- If the Wi-Fi is disabled, select [1] Wi-Fi to enable Wi-Fi --> select [2] Wi-Fi Easy Conn to view available networks.
- If Wi-Fi is enabled, select [2] Wi-Fi Easy Conn to view available networks.
- Choose the correct Wi-Fi network, enter the password and confirm.
- Press the red key to return to Home Screen.
- Perform a key exchange (Refer to “How to perform a key exchange” instructions.)
- If the key exchange is successful, perform a transaction, if not, proceed to step 3.
Confirm internet connection is working
- Access a site using another device connected on the same network. If the connection is successful, proceed to step 4.
Restart the terminal
- Press the yellow [Correction] key and # key together for 5 seconds. (Refer to “How to reboot terminal” instructions for the Move/5000.)
- The screen will show, “Reset in Progress”, and the terminal will begin to reboot.
  Note: Ensure the terminal is plugged into the charger or docked on a base when rebooting the terminal.
- After reboot, the terminal will launch to the default screen.
- Perform a key exchange and run a test sale to confirm if the terminal will connect.
- If the issue is still unresolved, contact Chase Support.