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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

...

Understanding Terminal Pairing: A Comprehensive Guide

Before you start troubleshooting, make sure you're familiar with the concept of pairing. This guide is designed to help you with that. We assume you're running at least server version 20230801.

Navigate to the Right Section

Terminal with version 20230801 and higher

Pairing

...

Steps

Deployment Scenario

Terminal

state

State

Actions to

takeDeployment

Take

Notes

Terminal operates in Set on terminal server’s host/ip via advanced administration. Terminal should show

Scenario A

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

Previously paired, VPN configured

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

displayed

.

On server in

In CAS

new pairing request will appear on terminal list page.

  • Approve the pairing request.

  • 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.

    , approve new pairing request.

    Scenario A

    Never paired, No VPN

    Create terminal on server

    .

  • Generate VPN configuration for terminal.

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

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

  • Approve the pairing request.

  • 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

    ...

    , generate VPN config. Set host/IP.

    As above.

    Scenario B

    Never paired

    Create terminal on server, set host/IP.

    As above.

    Scenario B

    Previously paired

    Set host/IP.

    As above.

    Unpairing Steps

    Deployment Scenario

    Terminal State

    Actions to Take

    Scenario A

    Paired and connected

    Unpair via terminal list action menu.

    Scenario 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

    State

    Actions to

    takeDeployment

    Take

    Notes

    Terminal operates in

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

  • Terminal contacts server and displays following Error: Terminal unpaired

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

    • Terminal should after a while start showing

    Scenario A

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

    Previously paired, VPN configured

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

    displayed

    .

    On server in

    In CAS

    new pairing request will appear on terminal list page.

  • Approve the pairing request.

  • 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.

    , approve new pairing request.

    Scenario A

    Never paired, No VPN

    Create terminal on server

    .

  • Generate VPN configuration for terminal.

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

  • Terminal contacts server and displays following Error: Terminal unpaired

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

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

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

  • Approve the pairing request.

  • 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.

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

  • Terminal contacts server and displays following Error: Terminal unpaired

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

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

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

  • Approve the pairing request.

    • Terminal will pair and connect to master service

    , generate VPN config. Set host/IP.

    As above.

    Scenario B

    Never paired

    Create terminal on server, set host/IP.

    As above.

    Scenario 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

    Scenario 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.

    Scenario A

    Never paired, No VPN

    Create terminal on server, generate VPN config. Set host/IP.

    As above.

    Scenario B

    Never paired

    Create terminal on server, set host/IP.

    As above.

    Scenario B

    Previously paired

    Set host/IP.

    As above.

    ...

    There you go! Clear, simple, and ready to guide anyone through the labyrinth that can be terminal pairing.