My POS is not functioning correctly, what do I do?

Check your Genius device is connected to your POS

If your Genius device does not respond when you try to run a transaction, check the following details are correct in your POS:

• Your Merchantware credentials, which include the following:
• Merchantware name
• Site ID
• Authentication key
• The IP address or hostname of your Genius device

Check your Genius device connects to our gateway

If your Genius device is not connecting to your POS, test the connection between our gateway and your Genius device to confirm that your Genius device can run transactions and receive downloads or updates. To run a gateway connection test on your Genius device, do the following:

1. 1. From the home screen, use the keypad to press 000.
   2. Use the keypad to type the passcode, and then tap OK. The default passcode is 9416557.
   3. Tap Options, and then tap Network.
   4. Tap Options, and then tap Connection Test.
   5. Check that all the tests have passed.

If the tests pass, there may be a problem with your POS. To troubleshoot your POS, contact your POS provider. If the tests fail, contact our Genius Support Team.

Check if you need to install the root certificate on your computer

If the web browser for your POS displays a connection error, for example “Your connection is not private”, you may need to install the root certificate on your computer. If your POS is set up to use a web browser and HTTPS, you cannot run transactions if you don’t install the root certificate on your computer.
For more information about installing the root certificate, see How do I install the root certificate?.

Tags: connection error, root certificate, genius, pos, test connection, troubleshooting