When escalating device issues, the more information the better. Below are the needed pieces for our teams to view, research and resolve issue quickly. Lack of this information may result in back-and-forth communication to obtain the needed information. Not all of these systems are owned or maintained by BridgePay, so the outcome may not be able to be resolve on our side and an escalation to a third party may be needed. If the issue live in the PayGuardian code, we will prioritize and resolve issues on our side depending on the priority of the issue. Priority of the issue is determine by the severity of the defect/issue.

PayGuardian Cloud PAX

The following information is needed in order to properly and effectively research/debug an issue.

• Device S/N:

  • Found on the back of your device or in PAXSTORE.

• Device Firmware:

  • Found in PAXSTORE: Terminal Management >> Click Device >> App & Firmware Tab >> Installed Firmware section

• BroadPOS Manager Version:

  • Found in PAXSTORE: Terminal Management >> Click Device >> App & Firmware Tab >> Installed Apps section

• BroadPOS BridgePay Version:

  • Found in PAXSTORE: Terminal Management >> Click Device >> App & Firmware Tab >> Installed Apps section

• PayGuardian Cloud Version:

  • Found in PAXSTORE: Terminal Management >> Click Device >> App & Firmware Tab >> Installed Apps section

• Injected Keys:

  • Found in PAXSTORE. Steps found here: https://bridgepaynetwork.atlassian.net/wiki/spaces/DC/pages/215187674/PAX+Android+Devices+Troubleshooting+Support#Key-Injection-Verification

• Merchant Account Code:

  • Found in the MyBridgePay portal in the Account Management tab

• PAX Logs: LogCat or Detail logs

  • Will include the communication between the PayGuardian Application and BroadPOS BridgePay

  • Found in PAXSTORE. Steps found here: https://bridgepaynetwork.atlassian.net/wiki/spaces/DC/pages/215187674/PAX+Android+Devices+Troubleshooting+Support#How-to-Collect-Logs-in-the-PAXSTORE

• Upload BroadPOS Log from the Device:

  • Steps found here: https://bridgepaynetwork.atlassian.net/wiki/spaces/DC/pages/215187674/PAX+Android+Devices+Troubleshooting+Support#BroadPOS-Log-Collection

• Date/Time of the transaction with issue:

• Additional Transaction Info:

  • Amount, Invoice#, EMV, Tap, Swipe, etc

• Detailed Explanation of the Issue Being Experienced:

• (Optional) Video of the issue occurring:

PayGuardian Cloud Tetra

The following information is needed in order to properly and effectively research/debug an issue.

• 0000 Menu Version:

  • From the blue welcome screen, press the “0” 4 times. Data is displayed.

• 0000 Menu Tetra SDK:

  • From the blue welcome screen, press the “0” 4 times. Data is displayed.

• Injected Keys:

  • Found in the device. Steps found here: https://bridgepaynetwork.atlassian.net/wiki/spaces/DC/pages/243236929/Ingenico+Device+Troubleshooting#Injected-Keys

• Merchant Account Code:

  • Found in the MyBridgePay portal in the Account Management tab

• Date/Time of the transaction with issue:

• Additional Transaction Info:

  • Amount, Invoice#, EMV, Tap, Swipe, etc

• Detailed Explanation of the Issue Being Experienced:

• (Optional) Video of the issue occurring:

PayGuardian Desktop

The following information is needed in order to properly and effectively research/debug an issue.

• 0000 Menu Version:

  • From the blue welcome screen, press the “0” 4 times. Data is displayed.

• 0000 Menu Tetra SDK:

  • From the blue welcome screen, press the “0” 4 times. Data is displayed.

• Injected Keys:

  • Found in the device. Steps found here: https://bridgepaynetwork.atlassian.net/wiki/spaces/DC/pages/243236929/Ingenico+Device+Troubleshooting#Injected-Keys

• Merchant Account Code:

  • Found in the MyBridgePay portal in the Account Management tab

• Date/Time of the transaction with issue:

• Additional Transaction Info:

  • Amount, Invoice#, EMV, Tap, Swipe, etc

• Detailed Explanation of the Issue Being Experienced:

• (Optional) Video of the issue occurring: