Move/5000 – Communication error
This error occurs when the payment terminal is unable to establish a connection with the payment network. Learn how to troubleshoot communication errors.
Your device may be a different color, instructions are still applicable.
Communication error
- Determine your connection method: Wi-fi, Bluetooth, or 4G.
- Icons are located in the upper left of the device.
- Confirm status of Ethernet connection on the status bar:
- Green – Connected
- White – Not connected
- Red – Connected but IP not configured. (Request support from your local IT and/or internet service provider regarding your internet connection or IP configuration.
- Restart/reboot the terminal
- Press the pound button [#] and the yellow [Correction] key at the same time for 5 seconds.
- Terminal will power off.
- Hold down the green [Enter] key for 5 seconds to power on the terminal.
- Validate your network settings.
- If connection is successfully established – Resume task.
- If connection isn't established – Proceed to the next step.
If your icon is white or red – continue with the following steps:
- Confirm that the terminal is connected to the right wireless connection.
- Press the gray [Desktop/Function] key to access the Admin Menu.
- Select Admin Mode, enter the admin password and press the green [Enter] key.
- Select Tetra Admin.
- Press [3] for Configure Wi-fi.
- Press [2] for My Networks.
- Validate your network settings.
- If connection is successfully established – Resume task.
- If connection isn't established – Proceed to the next step.
- Confirm date and time is correct. To set date and time:
- Press the gray [Desktop/Function] key to access the Admin Menu.
- Select Admin Mode, enter the admin password and press the green [Enter] key.
- Select Tetra Admin.
- Press [2] for Set Date and Time.
- Press [1] to configure date and [2] to configure time if needed.
- Confirm connection has been established by processing a test transaction.
If your issue is still unresolved, contact the help desk.
- Confirm Bluetooth indicator status
- Green – Connected
- White – Not connected
- Red – Connected but IP not configured. (Request support from your local IT and/or internet service provider regarding your internet connection or IP configuration.
- Restart the terminal
- Press the pound button [#] and the yellow [Correction] key at the same time for 5 seconds.
- Terminal will power off.
- Hold down the green [Enter] key for 5 seconds to power on the terminal.
- Validate your network settings.
- If connection is successfully established – Resume task.
- If connection isn't established – Proceed to the next step.
- Confirm connection
- If your icon is white or red – Follow the Base not found steps.
- Review 4G connection and indicator on the screen:
- 5 bars – Very strong signal
- 4 bars – Strong signal
- 3 bars – Good signal: Can process transactions
- 2 bars – Transactions may take longer to complete
- 1 bar – Weak signal: May not be able to process transactions
- 0 bars – No signal: Cannot process transactions
- Restart the terminal
- Press the pound button [#] and the yellow [Correction] key at the same time for 5 seconds.
- Terminal will power off.
- Hold down the green [Enter] key for 5 seconds to power on the terminal.
- Validate your network settings.
- If connection is successfully established – Resume task.
- If connection isn't established – Proceed to the next step.
- Confirm date and time is correct. To set date and time:
- Press the gray [Desktop/Function] key to access the Admin Menu.
- Select Admin Mode, enter the admin password and press the green [Enter] key.
- Select Tetra Admin.
- Press [2] for Set Date and Time.
- Press [1] to configure date and [2] to configure time if needed.
- Confirm connection has been established by processing a test transaction.
- If connection isn't established – Proceed to the next step.
- Try taking the terminal to different locations within location to see if the signal strengthens.
- If your issue is still unresolved, replace the terminal using the proper replacement process.
