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Paper Out & Hardware Alerts

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This page provides solutions for physical terminal issues including printer errors and connectivity problems. Physical terminal states can affect transaction success.

Printer error / paper out

This error occurs when the response returns result="3" with resultDetails="PRINTER ERROR" or "PAPER OUT". This happens when the terminal runs out of thermal paper or the printer head is open.

Solution

  1. Replace the paper roll and ensure the tray is clicked shut
  2. Once resolved, use the getnet://payment/v1/last-transaction deeplink to provide the customer with their voucher
  3. Note that the transaction is usually approved even if the printer fails - do not re-run the payment until you verify the transaction status via reports

Communication error

This error occurs when the response returns result="3". This happens when the terminal loses its network connection during the authorization process.

Solution

  1. Check the status bar on the Android terminal for signal strength
  2. Verify the network connection is restored
  3. If the connection is stable but errors persist, verify the APN settings (for 4G) or proxy configurations (for Wi-Fi)

Card read failure (NFC/chip)

This error occurs when the terminal prompts to “Use Magnetic Stripe” or returns a read error. This is typically caused by a damaged card chip or dirty NFC sensor.

Solution

  1. Clean the chip reader with a dry cleaning card
  2. If NFC fails, ensure the customer is holding the card/phone near the top of the screen (on N910 Pro/A920 models)
  3. If multiple cards fail, the terminal hardware may require service

Next steps