Troubleshooting Terminals and Pop-ups

Updated 1 week ago by Lynn Jansheski

Wake the Terminal: Press and hold a finger on the screen (or a button if the terminal is not a touchscreen) for 5–10 seconds.
Check Power & Charging:
- Is the terminal fully charged?
- Is the charger or terminal fully connected to the power source? Are all plugs inserted completely?
- Are the cords free of frays or damage?
- Have you tried using a different power source?
Restart the Terminal: Navigate to Settings > Power > 3501 > Restart.
Force Power Down: * Hold down the power button on the side for 3 seconds OR unplug the device if it is a stationary terminal.
Turn Back On: * Hold the power button for 3 seconds OR plug the device back in if it is a stationary terminal.
Battery Reset: Turn off the terminal and remove the battery from the back for 5 minutes. Replace the battery and turn the terminal back on.

Software Update: If the software is not up to date, perform the following:
- Mobile Terminals: Settings > Device Info > Software Version > 3501 > Download (first), then Install now.
- Stationary Terminals: Settings > Software > 3501 > Download (first), then Install now.
Further Issues: If the error persists, complete the Force Power Down and Battery Reset instructions listed above.
Diagnostics Report: Send this report if your issue persists and contact our support team using the contact information below.
- Settings > Diagnostics > Diagnostics Report > Send Report (if code is needed: 3501)

Clinic Wi-Fi: Verify that the Wi-Fi is working correctly within the clinic.
Terminal Wi-Fi: Navigate to Settings > Network > 3501 and check that the device is connected to the correct Wi-Fi network.
Data Connection: Try turning off Wi-Fi to use the cellular data connection instead.

Check for Hidden Windows: The window may be behind other pages.

Navigate to the Notifications Area/System Tray (bottom-right corner of the screen).
Select the Caret (^) to view Overflow Apps.
Select the Vetsource symbol.

Restart the Application: If the window did not appear:

In the System Tray, select the Caret (^) and right-click the Vetsource symbol.
Select Restart.
Go to the Search field in your Taskbar, type "Vetsource," and select the Vetsource Payments App.
Once started, return to the System Tray > Caret (^) > Vetsource symbol.
A window should appear stating, "No payments to process at the moment."
Try running a transaction.

Check other workstations: The pop-up is designed to appear on the computer where you are most recently logged into AVImark.

Log out of AVImark on all previous computers you were on.
Re-log into AVImark on the computer you are currently using to process a payment.

Start the Application:

Navigate to the Search field in your Taskbar, type "Vetsource," and select the Vetsource Payments App.
Once started, navigate to the System Tray > Caret (^) > Vetsource symbol.
A window should appear stating, "No payments to process at the moment."
Try running a transaction.

Contact the Vetsource Merchant Support Team:

Notifications Area/System Tray: Located at the bottom-right of the screen; contains icons for running apps (clock, audio, network, etc.).
Overflow Menu: The arrow (^) in the System Tray that displays hidden application icons.