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Terminal Troubleshooting Guide

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Paul
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Whenever you are experiencing an issue with your terminal, try out some of the following steps for different situations:

 

Here you can find Adyen's article on network configuration: https://docs.adyen.com/point-of-sale/network-and-connectivity/network-configuration

 

Terminal does not turn on:

  1. Make sure that you connected all necessary items that were delivered with the terminal.
  2. Make sure that the power cord is plugged in, and charge the terminal for at least 30 minutes.
  3. Hold the Confirm button for at least 3 seconds.
  4. If the terminal still does not start, please contact our Support Team.

Terminal does turn on, but experiencing a different issue:

Terminal shows "Network not connected":

  1. Check if your Wi-Fi Router is connected correctly. e.g. by connecting your mobile phone to see if you can use the Wi-Fi through that device.
  2. On the terminal, open the Admin Menu by clicking '9' + 'Green Button' and entering the Admin PIN (Check with Apaleo)
  3. Go to Network > Wi-Fi.
  4. Make sure Wi-Fi is enabled, and select your desired Wi-Fi network.
  5. Enter your own Wi-Fi password that is linked to the router.
  6. If still no network connection is visible, restart the terminal. 

 

Terminal does not react when sending payment requests through Apaleo:

  1. Make sure the Wi-Fi sign and the cloud sign on the screen are visible. It shows you that the terminal is connected to Apaleo Payment.
  2. Try to board the terminal once more. On the terminal, open the Admin Menu by clicking '9' + 'Green Button' and entering the Admin PIN
  3. Go to Config.
  4. Click Remove & Confirm.
  5. The terminal will now restart and it will ask you to board it again. Follow the steps on the screen.
  6. If the terminal still does not react, contact our Support Team.

 

 

Terminal does not react when sending payment requests through an App (e.g. Kiosk):

First ensure that the correct terminal is configured in the app (you can find the terminal serial number in the Apaleo property payment settings). After validating this, follow the steps above for "Terminal does not react when sending payment requests through Apaleo:".

 

 

Terminal shows a white screen with the error message "Terminal is not configured":

  1. Try the troubleshooting points above 
  2. If all those points are unsuccessful and the white screen remains, disconnect the Wi-Fi from the terminal
  3. The terminal should now proceed with its boarding and you will now see the Apaleo sign and the cloud symbol at the top
  4. If you the white screen remains, contact our Support Team

 

 

Terminal is assigned to a different Merchant on the terminal than in the POS merchant:

The terminal is assigned to the right POS merchant on the portal (Adyen).
However, it has not picked up the configuration changes yet (assignment from a different merchant to the correct one). This is why it shows that it's still assigned to its old merchant account.
 
Please go to your settings menu on the terminal >> Configuration >> Reset/Remove
 
This will allow the terminal to delete its old configuration and pull the most recent one from our platform.
Once done, you'll be able to board the terminal to your new merchant account.

 

 

Terminal shows an error message indicating system tamper:

To protect against malicious attempts to alter the terminal's hardware or software, the terminal has a tamper alert. When this is triggered, the display shows TAMPER or TAMPERED.

  • The terminal is put out of service and needs to be replaced.
  • Please open a support ticket with Apaleo if you encounter this scenario and send us a picture of the terminal, so we can verify that the terminal is in TAMPER mode. 

The tamper alert can be triggered by cleaning. Please follow these guidelines to avoid triggering the tamper alert when cleaning. 

 

 

Troubleshoot for UX 300 Terminals:

Scenario: "When guest enter the credit card, the terminals asks for the PIN, however the keypad does not respond when the PIN is punched in"

This indicates the ARS have been triggered. Anti-Removal Switches are security features that prevent the terminal from being operated after someone tampered or removed it, etc. They could also be triggered if the terminal or the machine in which they are located have been moved or by external circumstances. 
When this happens, contactless payment can usually still occur, but the PIN cannot be entered.


Remove the ARS triggers as described below in the instructions:

First of all, you need to make sure that all of the buttons marked in the below image are fully pressed at all times:


 

Then please follow these steps:

 

1. On the back of the UX300 card reader, press the service switch.



2. On the (UX100) PIN pad, press OK to confirm you want to reset the ARS.
3. When the display asks for the Switch 1 password, enter the ARS password you received from Adyen and press OK.
4. When the display asks for the Switch 2 password, enter the ARS password and press OK.

 

 

 

 

Switch 1

 

 

 

 

UX300:

 

266831

166832

2668311

2668312

4275386

266831

166832

2615948

4275386

2615948

11111

1111111

2222222

 

UX400:

 

4275386

 

 

 

 

 

 

 

Switch 2

 

 

 

 

 

 

 

UX300:

 

266831

166832

2668311

2668312

4275386

266831

166832

2615948

4275386

2615948

11111

1111111

2222222

 

UX400:

 

2615948

 


After this you should see the “Adyen wherever people pay” text in the screen

**all PINs can change depending on the UX terminal series.

 

 

Last Resource:

In case non of the above described scenarios are matching your issue, please contact our Support Team and provide the following:

  • Information on how and when the issue occurred for the first time
  • What is the issue precisely or what is not functioning/ working properly
  • What action did you already take to resolve the issue 
  • A video/ picture of the terminal including serial number of the terminal in question

 

The more Insight we have initially about the situation, the better and more efficiently we can support you with resolving the issue. 

 

 

 

 

 

 

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