Basic Troubleshooting Guide

Basic Troubleshooting

• Prime Application - Force kill the app by double clicking the HOME button and sliding up on the app (this should be done if the application freezes or stalls out)
• iPhone (Prime EMV/Ingenico) - To reset an iPhone 8, press (do not hold) the Volume Up button and then press the Volume Down button. Then, hold down only the LOCK button for about 5-10 seconds, until you see the Apple logo
• Android (Prime Core/Prime Ultra) - Remove the battery from the back of the phone for 30 seconds, reseat and power the device back on.
• Printer - Reset the printer by pressing and holding the printer’s POWER button for 3 seconds 
• Prime EMV/Ingenico - See THIS article for troubleshooting reader disconnects

Report the following issues to your supervisor or an admin:

• You are unable to login 
• Device has pending transactions 
• Laser not firing
• Credit icon is grayed out
• Printer will not connect to handheld, is not printing or printing duplicate receipts (check out our Help Center link HERE for more information on how to troubleshoot your printer)
• Battery is draining unusually quickly (phone, sled, or printer)

When to report a bug

• The app freezes or becomes non-responsive 
• A transaction processes for more than 60 seconds 
• An unusual error message appears

(Please note: if the app crashes, a Bugsee report is automatically sent to us)

How to report a bug

A Bugsee report is a tool the JustPark Support and Engineering teams use to investigate the root cause of your issue. This 60 screen grab will capture user actions that led to the error. In addition, we are able to see device specs, operating system versions, and other back end data.

To send us a Bugsee:

• If you're using an EMV (iPhone) device, simultaneously press the HOME and LOCK buttons on the phone. (Do not hold these buttons down - that will reset the phone.) 

  

   

• If you're using a PAX (Android) device, simultaneously press the LOCK and Volume Down buttons on the phone.