Docs Illinois State

Known Errors - PAX S500 Terminal

Select the error on the tab below for additional details and resolution steps.


Check LAN Cable Error

The terminals may give a "Check LAN Cable" error when the Ethernet cable is unpowered or unplugged. The error seems to only occur once when the network connection is immediately lost, and the error may occur again when attempting to process a card.

Possible Resolutions

The most common self-help resolutions are:

  • Ensure the terminal is connected to the correct Sophos RED if your location has multiple Sophos REDs
  • Verify both ends of the Ethernet cable connecting the terminal and the Sophos RED box are plugged in
  • Verify the Sophos RED is plugged in to power and the "Power" light is green on the front of the RED

If the above resolutions do not fix the issue, contact Payment Card Support using the Report a Problem page. Other possible solutions will be investigated by Payment Card Support:

  • The terminal is not authorized for use on the Sophos RED
  • Replace the Ethernet cable connecting the terminal and the Sophos RED
  • The Sophos RED cannot connect to the credit card network
  • Rarely, the credit card network may be down or under maintenance

Example Error

DHCPing / DHCP Failure Error

The terminals may report "DHCPing. . ." when trying to get an IP address from the credit card network, most commonly when powering on the terminal, plugging in the Ethernet cable, or running a transaction. DHCPing is a normal function on the terminal.

If the DHCPing takes too long to complete, then the terminal will report a "DHCP Failure" error. 

Possible Resolutions

The most common self-help resolutions are:

  • Ensure the terminal is connected to the correct Sophos RED if your location has multiple Sophos REDs
  • Verify both ends of the Ethernet cable connecting the terminal and the Sophos RED box are plugged in
  • Verify the Sophos RED is plugged in to power and the "Power" light is green on the front of the RED

If the above resolutions do not fix the issue, contact Payment Card Support using the Report a Problem page. Other possible solutions will be investigated by Payment Card Support:

  • The terminal is not authorized for use on the Sophos RED
  • Replace the Ethernet cable connecting the terminal and the Sophos RED
  • The Sophos RED cannot connect to the credit card network
  • Rarely, the credit card network may be down or under maintenance

Example Error

Health Report Connect Error

The terminals may report "HEALTH REPORT Connecting. . ." during the boot process, and this message is normal.

If the terminal encounters an error during boot, the error will be displayed on this screen. The most common issue is a “HEALTH REPORT Connect” error. The "HEALTH REPORT Connect error" most commonly follows a "DHCP Failure" error when the terminal is first powered on. earlier during boot and subsequently fails the health check later in the boot cycle. 

Possible Resolutions

The most common self-help resolutions are:

  • Ensure the terminal is connected to the correct Sophos RED if your location has multiple Sophos REDs
  • Verify both ends of the Ethernet cable connecting the terminal and the Sophos RED box are plugged in
  • Verify the Sophos RED is plugged in to power and the "Power" light is green on the front of the RED

If the above resolutions do not fix the issue, contact Payment Card Support using the Report a Problem page. Other possible solutions will be investigated by Payment Card Support:

  • The terminal is not authorized for use on the Sophos RED
  • Replace the Ethernet cable connecting the terminal and the Sophos RED
  • The Sophos RED cannot connect to the credit card network
  • Rarely, the credit card network may be down or under maintenance

Example Error