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This page covers system-level issues: terminal registration, configuration, and log collection. For SDK-level integration issues (serial setup, threading, callbacks, memory), see Integration Guide. When encountering errors or unexpected behavior, provide the following to Nayax support:
  1. Device ID (Reader Serial Number)
  2. EMV Core FW version in use
  3. EMV Core configuration file
  4. EMV Core log files
  5. Transaction data (if applicable): date/time, amount, transaction ID, error received
  6. Reader configuration (retrievable with the Saturn Management Utility)

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Log Files

The EMV Core saves information in log files for debugging purposes. Log files can be obtained by:
  1. Nayax Core: Use the Request Gtrace action.
  2. TMS: Send the UPLOAD_LOGS command.
  3. Locally via UNO-8 Manager:
    • Select the File System tab.
    • Navigate to the E:\LOG folder.
    • Right-click the *.log files and select Save As… to save to your PC.

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Troubleshooting Sequence

When encountering an issue, work through these steps in order:
  1. Check SDK version: Uninstall old versions and install the latest.
  2. Check and update configuration:
    • EMV Core configuration
    • Reader configuration
  3. Verify correct registration:
    • OTI TMS
    • Nayax Core
    • Note: Test terminals and live terminals require different registration.
  4. Try a transaction with a valid test card.
  5. Ensure communication is not blocked by a firewall or similar mechanism.

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Common Problems

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Error Code Overview

Error codes fall into two categories depending on their source:
  • Positive error codes (e.g., 99): From the PSP system.
  • Negative error codes (e.g., -997): From the OTI system.
Note: Negative error codes such as -995 declined by reader can also indicate an online decline from the PSP.

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Terminal Registration Issues

Symptom 1:
  • Status = Not ready (visible in the test application “Get Status” button)
  • Error: "Failed getting terminal operator …code: -997"
Possible cause: Terminal is not registered properly in TMS. Suggested steps:
  • Confirm your terminal ID appears in TMS under the correct operator; consult Nayax support if needed.
  • Check the EMV Core configuration file for:
    • TMS_SVC_URL=tms.otiglobal.com (for management from TMS)
    • TMS_SVC_URL=tms-c.otiglobal.com (for management from Nayax Core)
Symptom 2:
  • Transaction ends with error: 
    Method TransactionComplete arrived with parameters: Declined '1' Invalid Device' {...}
Suggested steps:
  • Check the kiosk configuration file. Most common settings: 
    PAYMENT_SVC_URL=payment-nayax-p.otiglobal.com
  • Verify the terminal ID is properly registered at Nayax backend; consult the Nayax support team.