{"title":"Remote troubleshooting","category":"default","creationDate":1602158340,"content":"

It is possible to access a user's Android payment terminal remotely from the Customer Area. The remote session creates a duplicate of the terminal's screen in the Customer Area and lets you interact with the menus and the Android apps on the terminal. You can then troubleshoot issues or configure the terminal settings on behalf of the user.<\/p>\n

Someone who operates the terminal must be available to start the remote session on the terminal.<\/p>\n

Requirements<\/h2>\n

Before you begin, take into account the following requirements, limitations, and preparations.<\/p>\n\n\n\n\n\n\n\n\n\n
Requirement<\/th>\nDescription<\/th>\n<\/tr>\n<\/thead>\n
Integration type<\/strong><\/td>\nA Terminal API integration<\/a> with payment terminals or a Standalone <solution<\/a>.<\/td>\n<\/tr>\n
Customer Area roles<\/a><\/strong><\/td>\nTo start a remote session, make sure that you have the following role(s):
  • Merchant POS Terminal Management Admin<\/strong><\/ul><\/li>
    • Merchant POS Terminal Support<\/strong><\/ul><\/li><\/td>\n<\/tr>\n
Hardware<\/strong><\/td>\nAndroid payment terminals.
Verifone Android terminals, including M450 and P360, on software version 1.115 or later. All other terminal models must be on software version 1.105.2 or later.<\/td>\n<\/tr>\n
Limitations<\/strong><\/td>\nYou need a person operating the terminal to start a remote session on the terminal.<\/td>\n<\/tr>\n
Setup steps<\/strong><\/td>\nBefore you begin: