Troubleshooting LOU Retail POS

Quick Initial Troubleshooting Steps

There are a few things you can do before reaching out to the LOU Team. Make sure to document your steps in case you need to contact us.

• Close and reopen LOU Retail POS and see if that corrects the issue.
  • Don’t minimize the app. Make sure you are closing the app entirely and reopening.
• Confirm your internet is working and your device is connected.
• Go to your TSYS Merchant Portal and check to see if transactions are showing as expected.
  • Transactions Missing or Duplicated: There may be a problem with LOU Retail POS’s ability to communicate with the merchant processor. The issue may be due to Account Setup or an issue with LOU Retail POS itself. Document the issue, including every step you took that resulted in the issue and all your troubleshooting, and reach out to the LOU Team.
• Log into LOU Web and review your Invoices.
  • Double check all POS transactions have an associated POS Invoice.
  • POS Invoices Missing or Duplicated: There may be a problem with LOU Retail POS’s ability to communicate with LOU Web. This may be due to network issues, hardware issues, or Account Setup. Document the issue, including every step you took that resulted in the issue and all your troubleshooting, and reach out to the LOU Team.

Not Connected to the Internet

LOU Retail POS requires an internet connection. When you are not connected to the internet, an offline message will appear and still allow you to perform some actions in the app.

• Hardwired Connections
  • Check the wires are firmly connected on both ends
  • Try accessing a website on another device connected to the same network
    • If that doesn’t work, the internet may be down and you should follow your ISP’s steps to restart the Internet/Network.
  • If the internet is working, but not on LOU Retail POS, try restarting the modem/router (but not PAX or LOU Retail POS app).
• WiFi Connections
  • Verify the PAX machine is connected to the correct network.
  • Try accessing a website on another device connected to the same network.
    • If that doesn’t work, the Internet may be down and you should follow your ISP’s steps to restart the Internet/Network.
  • If the network is connected and you’re able to access the internet on another device, try restarting the modem/router (but not PAX or LOU Retail POS app).

Transactions On LOU Retail POS Will Not Sync to LOU Web

You can try manually syncing Transactions by going to the hamburger menu and selecting Sync / Sync Queued Transactions to LOU Web. This process may take a few minutes.

• If manually syncing doesn’t work, follow the troubleshooting steps above:
• Confirm internet connection
• Review Transactions in Merchant Account Portal
• Review Invoices in LOU
• Contact LOU Support for additional assistance.

Debit vs Credit

When you want to take a Debit payment instead of a Credit payment, make sure you select the Debit button when processing payment.

Q20 (Customer-facing screen on PAX e-Series devices) Errors

• Invalid Merchant Info/Reimburse_Attr, must be 1 byte: This error is on the merchant account level. It is caused by the terminal not being registered with debit on the account level. The Evosus Financial Services (EFS) team works with the merchant processor to ensure this is set up on every account, but sometimes there may be an issue. If you run into this error, please contact the EFS Team for assistance.
• 1000100 – Comm Error: Double check that you are only connected to the internet one way – either through a wired connection or through WiFi. If you are connected to both, remove one. See if that resolves the issue. If not, contact the LOU Team for additional assistance.
• Host Username Not Set: The Terminal Key was not set before processing the first transaction. Get your Merchant Portal username and password and then reach out to the LOU Team for help setting the Terminal Key.
• Locked Contact CSR: This usually occurs when there have been multiple failed attempts to communicate with the merchant account. This might be due to a password issue or a transaction issue. Log into your Merchant Portal and confirm you can get in. Then contact the LOU Team for assistance getting it unlocked.
• No such issuer and Error Processing Card Payment: This is usually because the chip on the card is damaged and the data cannot be correctly read by the device. If the problem persists on multiple cards and/or Customers, contact the LOU Team.
• Tap to Pay Not Working: This may be due to a problem with the chip on the card itself. If the problem persists on multiple cards and/or Customers, contact the LOU Team.

LOU Retail POS on Windows Printer

The Star Printer is required for LOU Retail POS to work correctly with a cash drawer on Windows devices. The cash drawer will not open when another printer is selected and in use. For information on setting up the printer, check out this helpful article.

Once the hardware is set up and you’ve downloaded the LOU Retail POS app, make sure you select the printer in the LOU Retail POS.

1. Go to the hamburger menu
2. Select Settings
3. Click Select Printer
4. Select a printer from the dropdown
5. Toggle Receipt Printer for the Star Micronics printer or Document Printer for another printer
6. Click Select
7. Click the back arrow

The printer selection will appear to the left of the Select Printer button.

Document Printer Troubleshooting

See your printer manufacturer’s support page for more information. Some quick, general troubleshooting steps to try include:

1. Confirm the printer is powered on, has paper, and is online or connected to your device.
2. Try printing to the printer from outside LOU Retail POS
3. Check your printer manufacturer’s site for printer driver updates.
4. Go to Windows Device Manager and disable, then re-enable, the printer driver. 

Star Micronics Printer Troubleshooting

Follow steps above, skipping step 2. If you’re still unable to print, contact the LOU Team.

Common PAX and Q20 Error Messages

You can find common error messages and their meanings here. For additional information, please reach out to the LOU Team or check out your Merchant Portal's help resources.