Troubles?
Everything you need to know to use our products effectively
Welcome to the Vektori Troubleshooting Guide
Here you can find solution the most bumps and hiccups on the road.
1. Cashier terminal / device problem
Press the Vektori mode state icon to see the cause of the problem. The green shows everything is fine. Red indicates a problem. See the following options.
Press the icon, that the arrow is pointing to see Status screen.
Green color (checkmark) indicates that the connection to the cloud service is OK. Also displays the address of the Vektori Cloud service. The red color indicates that Vektori POS app does not have a connection to its own cloud service. Usually this is because the cash register's network connection is not OK. Another rarer option is that the cloud service is down. Check out the cloud service here: https://status.vektori.fi/.
1.1. Connection issues
There are several methods to check the network connection of a terminal. The application notifies you of that on the Status -screen.
If the card payments work, a temporary connection failure is OK. The sales are recorded into Vektori POS application.
NOTE! If the problem persists for several hours, proceed with troubleshooting.
1.1.1. Wi-Fi issues
In this case, you may want to check if Wi-Fi is turned on. For example, if Wi-Fi comes from a separate device, such as a router / modem, the functionality of this device should be checked. When Wi-Fi is on, the icon looks like that, but when it's off, this icon is not there.
It is also advisable to find out if there are any problems with your network service provider's connection and, if possible, switch to a working one.
1.1.2. Mobile connection issues
If you have mobile connection check that the sim-card is properly in place and its working. Also check if the operator's connection is available.
1.1.3. Suggestions for solving the problem
Test the functionality of the cash register connection with another program. For example, launch a web browser and try accessing a new site.
For example, it might help to turn on airplane mode and then switch it off. When you reconnect, that is, turn off airplane mode, make sure to switch bluetooth back on.
Restart the device. This usually renews network connections on the device and can help with the problem.
Reinstall the Vektori POS application. Reinstalling the app is usually the last thing before contacting support. If there are no transactions left at the checkout, reinstallation is easy and safe to do. You will need a cloud username and password for this. How to reinstall the app is described in 4.1. Reinstall the cash register application.
1.2. When to contact support?
Vektori support cannot help with connection problems from outside the cash register. Contact the contact provider. If the cash register terminal has a working network connection, and restarting or reinstalling the cash register system is not helping, contact your Vektori dealer or support using the support request form.
2. Printer problem
This message appears, for example, when the printer is turned off or the bluetooth connection is turned off. Check that they are turned on and restart the application.
2.1. Bluetooth printer problem
Bluetooth is on (this is important to be on if you are using a printer with this connection), the mark is missing if bluetooth is off. Check the bluetooth connection and that the device is paired correctly.
NOTE! Do not use other bluetooth devices with the cash register device. Also note that other bluetooth devices nearby might cause connection problems.
2.2. Problem with printer connection
When Vektori app shows "Problem with printer connection" and also "A problem was encountered.." there is something wrong with the printer connection, and in normal situations this can be corrected by re-establishing said connection.
Go to Actions -> Settings-> Printer -tab and at the Selected Printer choose “None” -> Save, then go back to the Printer -tab and now select Selected Printer as, for example, "Bluetooth". Press the + button at the end, select the preferred settings and Save.
3. Payment Terminal problem
If the payment terminal isn´t working:
Check the network connection of the payment terminal.
Restarting the payment terminal.
Restart the cash register program.
3.1. Nets Payment terminal issues
Nets Payment terminal error message when a problem is encountered - for example, the payment terminal may be experiencing connection problems or the power may be off.
3.1.1. Network connection
Nets payment terminals operate via either a local area network or a Wi-Fi network. Check on the payment terminal that the network or Wi-Fi icon is green. If it is red or white the payment terminal is not online.
Check the functionality of your LAN / Wi-Fi network. If necessary, contact Nets Payment Terminal Support to get the payment terminal connected to the network.
3.1.2. ECR connection
The payment terminal does not connect with the Vektori POS application directly, but via Nets cloud service (connected@cloud). When the payment terminal is connected to the Nets service the ECR icon on the screen is green.
NOTE! If the icon is red or white, there is no connection to the service. This is usually because the device does not have a network connection or the device settings are incorrect. Contact Nets payment terminal support for instructions on connecting the payment terminal to Nets connected@cloud.
3.1.2. Change the settings of Nets terminal yourself
You can also check or change the settings of the Nets payment terminal yourself. You need a merchant card for that. Follow the instructions.
Connection settings: Drag the Merchant card, press 6 - 1 - 2, check the settings below:
Comm. type = Wifi (Move3500 and iSMP) / Ethernet (Desk3500, Lane3000).
NOTE! if a 4G sim card is used in the payment terminal, GPRS should be selected here
DHCP enabled = DHCP (can of course also have fixed IP addresses if the network is so configured).
Host IP Address = 91.102.24.142
Host Port = 9681
Checkout Settings Drag Merchant Card, press 6 - 1 - 3, check the settings below:
Checkout = Yes.
Comm typ = IP Ethernet.
NOTE! if a 4G sim card is used in the payment terminal, GPRS should be selected here
IF the relevant setting cannot be found on the payment terminal, there are two possibilities,
either the device does not support GPRS(in this case do contact Nets) or the software in the device needs updating:
software version 10.10, which brings this 4G support between the terminal and the Cloud needs to be downloaded
updating the terminal: swipe merchant card - press 8 - press 1
the device starts downloading the new software version, depending on the connection speed, this takes a while
when the update is installed and the device restarts, that GPRS selection becomes possible as Comm. type.
ECR / TLS = Yes.
ECR IP address = 212.226.157.243
Port = 6001
3.1.3. Payment interruption or connection lost Nets terminals
If the connection to the payment terminal is lost during the payment
check the internet connection
and confirm that the ECR is showing as green in the payment terminal.
NOTE! If you press cancel button in the app or the payment terminal, the transaction is indeed canceled.
If the issue is not resolved by simply restarting the app and the payment terminal:
the application can be removed, reinstalled and reconnected to cloud.
3.1.4. Charging the card fee stand alone
You can make manual trasactions with the payment terminal, even if it is integrated into the Vektori. Please note, however, that Vektori Cashier and Vektori Cloud Service are unaware of manually made payment transactions. They only appear in Nets reporting. Also, the receipt cannot be printed unless the payment terminal itself has a receipt printer.
ISMP4: Press the F key + 1 + enter the sum + green key.
Move 3500 / Desk 3500: Press the menu key (black circle) + 1 + enter the amount + green button.
Lane 3000: Press the Menu key + 1 + enter the amount + green key.
3.1.5. Contact Nets Terminal support
Here you can find country based Nets Terminal support contact details:
3.2. Poplapay / Npay Payment terminal issues
Poplapay's corresponding error message about the payment terminal problem.
In addition, Poplapay recognizes if the payment terminal is used in two Vektori cashier applications. This can happen, for example, by leaving the tab open inside the cloud services that has the Vektori POS and at the same time using the application on a tablet - always one payment terminal for each Vektori POS.
The ID: 0000 would be replaced with a real one.
Go through the checklist below first.
Poplapay/ Npay logo is on the screen:
- The terminal is integrated and ready to use when the Poplapay/ Npay logo is on the screen and nothing happens when you press the numbers.
- If you can enter the amount manually for the terminal, the terminal is not integrated. Contact your seller or Vektori support. Include information identifying the terminal ID.The payment terminal has a working network connection:
- The 4G/5G or Wi-Fi icon appears on the screen.
- Restart the payment terminal first and then the device on which you are using the Vektori POS app again. This renews the connection between the payment terminal and the cash register.
4. Cashier application crashed or jammed
The unexplained crash of the Vektori POS application is a rare problem. The most common cause is a device memory problem. If the problem persists you will need to reinstall the checkout application. If the app is installed from the app store, it can be safely and securely removed and reinstalled. If the application has been downloaded to the device other than from the application store, the memory of the application must be cleared. Here are more detailed instructions for different platforms.
4.1. Reinstall the cash register application
The cash register application can be removed and reinstalled from the application store, or the memory of the cash register application can be cleared when you want to start using the cash register again from the beginning. During the reinstallation, the cashier application will be reconnected to the Vektori cloud service and you will need the following information:
address: companyname.vektori.fi,
username, ie e-mail address (same as Vektori cloud service's).
and password (Vektori cloud service).
NOTE! This is not recommended for situations where connection to the Vektori Cloud Service is not available, as reinstallation requires reconnecting the cash register application to the Vektori cloud service to retrieve products and settings. In the following chapters the removing and reinstalling the app is described in more detail.
4.1.1. Android: Google Play
1. Close the application.
2. Open the Play Store.
3. In the search bar, type “vektori kassa” or "vektori POS".
4. Tap the Vektori icon.
5. Next, click Delete.
6. In the window that opens, confirm the deletion, click Delete.
7. Finally, click Install.
You can also go to the right page in the Google Play Store directly from the icon if you browse these instructions on the same device where you have the Vektori POS application installed.
4.1.2. Apple IOS: App Store
1. Press and hold App.
2. Tap Delete App.
3. Tap Delete app, then tap Delete to confirm.
4. Reinstall Vektori POS from the App Store:
You can also go to the right page in the App Store directly from the icon if you browse these instructions on the same device where you have the Vektori POS application installed. Remember to delete the app according to the instructions above.
4.2. Clearing the application memory
4.2.1. Nets Castles1000, Viva Wallet PAX, Verifone CM5
In these Vektori terminals, the application has been downloaded to the device by the supplier of the terminal and should not be deleted. When re-enabling the Vektori POS app to start fresh, the memory is cleared from the device settings (if access is granted, in some cases you might need to contact your device vendor regarding instructions on how to proceed).
NOTE! To do this, you must have a password to access the settings. If necessary, obtain a password from your device vendor.
1. Swipe from the top or bottom of the screen to display the menu.
2. Select Settings (gear/cogwheel) and enter the user name and / or password.
3. Select Apps & notifications.
4. Select Vektori Kassa/POS.
5. Select the memory.
6. Click Clear Cache.
Go back and start the program.