GrabScanGo Pay Terminal Troubleshooting

No Internet Connection

  • If Ethernet:
    • Go to Apps → Settings → Ethernet, and check whether an IP address is displayed under “IP Address”
    • If no IP address is displayed:
      • Check the Ethernet connector on the terminal to ensure that the green light is on & the yellow light is flashing
      • If green light is not on, or the yellow light is not flashing, check the Ethernet cable and/or whether the wall outlet is active
        • You can use a laptop to check Ethernet cable & wall outlet
    • If IP address is displayed, contact the location’s IT support to make sure that their firewall is allowing access to the following URLs & ports:
      • https://api.averigo.com; Port 443
      • https://payments.averigo.com; Port 443
      • https://analytics.averigo.com; Port 443
      • https://eloview.com; Port 443
  • If WiFi:
    • Go to Apps → Settings → WLAN, and check whether the terminal is “Connected” to a WiFi access point
    • If it is connected to a WiFi access point, contact the location’s IT support to make sure that their firewall is allowing access to the following URLs & ports:
      • https://api.averigo.com; Port 443
      • https://payments.averigo.com; Port 443
      • https://analytics.averigo.com; Port 443
      • https://eloview.com; Port 443
  • If the Internet connection goes down after the terminal has been properly set up during installation, check whether the location is having an outage due to a service outage from their Internet service provider, or an internal outage within the location

No Nearby Markets Available

  • Make sure you allow access to both Bluetooth & Location Services when the GrabScanGo terminal app is first installed on the terminal
  • If access to both Bluetooth & Location Services is enabled, check whether the GrabScanGo Bluetooth beacon is plugged in & functioning properly – Launch the GrabScanGo mobile app on a smartphone & check whether the market is displayed on the Home screen
  • If the GrabScanGo Bluetooth beacon is plugged in, but not functioning properly (check whether market is not being displayed on the Home screen of the GrabScanGo mobile app):
    • Replace the wall charger
    • Check whether the correct UUID & Major:Minor values (NOTE: On rare occasions, a power surge or outage may reset the beacon values) are programmed into the beacon – contact support@grabscango.com for help

Barcode Scanner Not Working

  • If the barcode scanner stops working, reboot the terminal by unplugging & plugging back the power cable (the location staff can also do this, if needed)
  • If the scanner still does not work, check whether it has become unseated because of loose fastening screws or another reason, or is damaged
  • If the scanner still does not work, report terminal issue HERE

Card Reader Not Working

  • If the card reader stops working, check whether the card reader’s LED light is green or orange/red.
  • If the card reader’s LED light is green, reboot the terminal by unplugging & plugging back the power cable (the location staff can also do this, if needed) and check whether card reader then works. If it still does not work, report terminal issue HERE
  • If the card reader’s LED light is red, unplug the power cable to the terminal, and reinstall the card reader. If the LED light remains red after the terminal is powered back on, report terminal issue HERE.

Screen Is Dark

  • Check whether the power cable has been unplugged
  • If the power cable is properly connected, report terminal issue HERE