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This guide is designed to help you determine which steps to take, and when.

Requires server version 20230801 or newer.

Before you start troubleshooting, make sure you're familiar with the concept of pairing:

Quick jump

My Terminal firmware version is:

Terminal with version 20230801 and newer

Pairing Steps (before approving the pairing request in CAS)

...

Deployment Scenario

...

Terminal State

...

Actions to Take

...

Topology A

...

  • Previously paired, and

  • VPN configured.

...

  1. Set Server IP on the BATM,

  2. confirm the pairing code,

  3. approve the pairing request in CAS.

...

Topology A

...

  • Never paired, and

  • No VPN.

  • e.g. new Terminals

...

  1. Create Terminal in CAS,

  2. generate the VPN config,

  3. set Server IP on the BATM.

...

Topology B

...

  • Never paired

...

  1. Create Terminal in CAS,

  2. set Server IP on the BATM.

...

Topology B

...

  • Previously paired

...

  1. Set Server IP on the BATM

Unpairing Steps

Deployment Scenario

Terminal State

Actions to Take

Topology A

Paired and connected

Unpair via Terminal list action menu.

Topology B

Paired and connected

As above.

Terminal with a version newer than 20190130 but older than 20230801

Pairing Steps

Upgrade the Terminal to version 20230801 first. The good news is that the gate service should handle this automatically.

Deployment Scenario

Terminal State

Actions to Take

Notes

Topology A

Previously paired, VPN configured

Set the Terminal server's host/IP via advanced admin. Look for error screen with pairing code.

In CAS, approve new pairing request.

Topology A

Never paired, No VPN

Create Terminal in CAS, generate VPN config. Set host/IP.

As above.

Topology B

Never paired

Create Terminal in CAS, set host/IP.

As above.

Topology B

Previously paired

Set host/IP.

As above.

Terminal with version 20190130 or older

Pairing Steps

You're working with a pretty old machine here. Upgrade the Terminal twice. Again, the gate service should handle this.

Deployment Scenario

Terminal State

Actions to Take

Notes

Topology A

Previously paired, VPN configured

Set the Terminal server's host/IP via advanced admin. Look for error screen with pairing code.

In CAS, approve new pairing request.

Topology A

Never paired, No VPN

Create Terminal in CAS, generate VPN config. Set host/IP.

As above.

Topology B

Never paired

Create Terminal in CAS, set host/IP.

As above.

Topology B

Previously paired

Set host/IP.

As above.

Troubleshooting

Topology A

BATM displays “VPN connection error”: means that you probably didn’t generate a VPN configuration.

Topology B

...

Info

Make sure you understand what pairing before continuing troubleshooting by reading this article.

This article contains list of recommended steps to pair a terminal.
Recommended steps differ based on different state the terminal is in and a different version it has installed on it.

This guide assumes you have sever version at least 20230801.

Jump here to right section that applies to your case:

Table of Contents

My terminal has version 20230801 and higher

Pairing steps

Deployment Scenario

Terminal state

Actions to take

Notes

Terminal operates in Deployment Scenario A

Terminal was paired in past to this server and has VPN configuration already generated.

  1. Set on terminal server’s host/ip via advanced administration. Terminal should show error screen with pairing code displayed.

  2. On server in CAS new pairing request will appear on terminal list page.

  3. Approve the pairing request.

  4. Terminal will pair and connect to master service via VPN channel.

If terminal displays “VPN connection error” it means that you probably didn’t generate VPN configuration.

Terminal operates in Deployment Scenario A

Terminalhasnever been paired to this server and doesn’t have VPN configuration generated yet.

This case applies for example to new terminals that has been purchased.

  1. Create terminal on server.

  2. Generate VPN configuration for terminal.

  3. Set on terminal server’s host/ip via advanced administration. Terminal should show error screen with pairing code displayed.

  4. On server in CAS new pairing request will appear on terminal list page.

  5. Approve the pairing request.

  6. Terminal will pair and connect to master service via VPN channel.

If terminal displays “VPN connection error” it means that you probably didn’t generate VPN configuration.

Terminal operates in Deployment Scenario B

Terminalhasnever been paired to this server.

This case applies for example to new terminals that has been purchased.

  1. Create terminal on server.

  2. Set on terminal server’s host/ip via advanced administration. Terminal should show error screen with pairing code displayed.

  3. On server in CAS new pairing request will appear on terminal list page.

  4. Approve the pairing request.

  5. Terminal will pair and connect to master service.

Terminal operates in Deployment Scenario B

Terminal was paired in past to this server.

  1. Set on terminal server’s host/ip via advanced administration. Terminal should show error screen with pairing code displayed.

  2. On server in CAS new pairing request will appear on terminal list page.

  3. Approve the pairing request.

  4. Terminal will pair and connect to master service.

Unpairing steps

Note

Unparing should not be used unless necessary.
Currently the only two reasons for unpair are when terminal is stolen and when server is changed.

Deployment Scenario

Terminal state

Actions to take

Terminal operates in Deployment Scenario A

Terminal is paired and connected to VPN and master service

  1. Unpair terminal via action menu in list of terminals.

  2. Terminal will unpair and show error screen with pairing code displayed.

Terminal operates in Deployment Scenario B

Terminal is paired and connected to master service

  1. Unpair terminal via action menu in list of terminals.

  2. Terminal will unpair and show error screen with pairing code displayed.

My terminal has a newer version than 20190130 but has older version then 20230801

Pairing steps

Machine will needs to undergo terminal upgrade to version 20230801 before it can be paired. Good news is that gate service should take care of it automatically.

Deployment Scenario

Terminal state

Actions to take

Notes

Terminal operates in Deployment Scenario A

Terminal was paired in past to this server and has VPN configuration already generated.

  1. Set on terminal server’s host/ip via advanced administration.

  2. Terminal contacts server and displays following Error: Terminal unpaired

  3. After a while gate service automatically upgrades terminal to a newer version. This step will be performed automatically.

  4. Terminal should after a while start showing error screen with pairing code displayed.

  5. On server in CAS new pairing request will appear on terminal list page.

  6. Approve the pairing request.

  7. Terminal will pair and connect to master service via VPN channel.

If terminal displays “VPN connection error” it means that you probably didn’t generate VPN configuration.

Terminal operates in Deployment Scenario A

Terminalhasnever been paired to this server and doesn’t have VPN configuration generated yet.

This case applies for example to new terminals that has been purchased.

  1. Create terminal on server.

  2. Generate VPN configuration for terminal.

  3. Set on terminal server’s host/ip via advanced administration.

  4. Terminal contacts server and displays following Error: Terminal unpaired

  5. After a while gate service automatically upgrades terminal to a newer version. This step will be performed automatically.

  6. Terminal should after a while start showing error screen with pairing code displayed.

  7. On server in CAS new pairing request will appear on terminal list page.

  8. Approve the pairing request.

  9. Terminal will pair and connect to master service via VPN channel.

If terminal displays “VPN connection error” it means that you probably didn’t generate VPN configuration.

Terminal operates in Deployment Scenario B

Terminalhasnever been paired to this server.

This case applies for example to new terminals that has been purchased.

  1. Create terminal on server.

  2. Set on terminal server’s host/ip via advanced administration.

  3. Terminal contacts server and displays following Error: Terminal unpaired

  4. After a while gate service automatically upgrades terminal to a newer version. This step will be performed automatically.

  5. Terminal should after a while start showing error screen with pairing code displayed.

  6. On server in CAS new pairing request will appear on terminal list page.

  7. Approve the pairing request.

  8. Terminal will pair and connect to master service.

Terminal operates in Deployment Scenario B

Terminal was paired in past to this server.

  1. Set on terminal server’s host/ip via advanced administration.

  2. Terminal contacts server and displays following Error: Terminal unpaired

  3. After a while gate service automatically upgrades terminal to a newer version. This step will be performed automatically.

  4. Terminal should after a while start showing error screen with pairing code displayed.

  5. On server in CAS new pairing request will appear on terminal list page.

  6. Approve the pairing request.

  7. Terminal will pair and connect to master service.

My terminal is version 20190130 and older

Pairing steps

Terminal with this version is an archaic piece of machine.
Machine needs to undergo two subsequent terminal upgrades. Good news is that gate service should take care of it automatically.

Deployment Scenario

Terminal state

Actions to take

Notes

Terminal operates in Deployment Scenario A

Terminal was paired in past to this server and has VPN configuration already generated.

  1. Set on terminal server’s host/ip via advanced administration.

  2. Terminal contacts server and displays following Error: Terminal unpaired

  3. After a while gate service automatically upgrades terminal to a newer version. This step will be performed twice automatically.

  4. Terminal should after a while start showing error screen with pairing code displayed.

  5. On server in CAS new pairing request will appear on terminal list page.

  6. Approve the pairing request.

  7. Terminal will pair and connect to master service via VPN channel.

If terminal displays “VPN connection error” it means that you probably didn’t generate VPN configuration.

Terminal operates in Deployment Scenario A

Terminalhasnever been paired to this server and doesn’t have VPN configuration generated yet.

This case applies for example to new terminals that has been purchased.

  1. Create terminal on server.

  2. Generate VPN configuration for terminal.

  3. Set on terminal server’s host/ip via advanced administration.

  4. Terminal contacts server and displays following Error: Terminal unpaired

  5. After a while gate service automatically upgrades terminal to a newer version. This step will be performed twice automatically.

  6. Terminal should after a while start showing error screen with pairing code displayed.

  7. On server in CAS new pairing request will appear on terminal list page.

  8. Approve the pairing request.

  9. Terminal will pair and connect to master service via VPN channel.

If terminal displays “VPN connection error” it means that you probably didn’t generate VPN configuration.

Terminal operates in Deployment Scenario B

Terminalhasnever been paired to this server.

This case applies for example to new terminals that has been purchased.

  1. Create terminal on server.

  2. Set on terminal server’s host/ip via advanced administration.

  3. Terminal contacts server and displays following Error: Terminal unpaired

  4. After a while gate service automatically upgrades terminal to a newer version. This step will be performed twice automatically.

  5. Terminal should after a while start showing error screen with pairing code displayed.

  6. On server in CAS new pairing request will appear on terminal list page.

  7. Approve the pairing request.

  8. Terminal will pair and connect to master service.

Terminal operates in Deployment Scenario B

Terminal was paired in past to this server.

  1. Set on terminal server’s host/ip via advanced administration.

  2. Terminal contacts server and displays following Error: Terminal unpaired

  3. After a while gate service automatically upgrades terminal to a newer version. This step will be performed twice automatically.

  4. Terminal should after a while start showing error screen with pairing code displayed.

  5. On server in CAS new pairing request will appear on terminal list page.

  6. Approve the pairing request.

  7. Terminal will pair and connect to master service.