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

This article contains a list of recommended steps to pair a terminal.
The recommended steps differ based on the terminal's current state and the version installed on it.

This guide assumes you have server version at least 20230801.

Jump here to the right section that applies to your case:

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

Terminal has never 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

Terminal has never 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

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

Terminal has never 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

Terminal has never 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

Terminal has never 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

Terminal has never 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.

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