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Troubleshooting Credit Card Terminal

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

 

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

 

 

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, contact our Support Team.

Terminal is turned on, but I am experiencing a different issue:

Terminal shows "Network not connected":

  1. Check if your Wifi Router is connected correctly. e.g. by connecting your mobile phone to see if you can use the Wifi 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 Wifi 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 (find the PIN after logging in to Adyen: Point of Sales > Terminals > Select Terminal Device > Passcodes > Decrypted > Admin Menu)
  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 WIFI 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 see this issue. 

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

 

UX Series troubleshoot: 

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 sounds like 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. But they could be triggered if the terminal or the machine where they are is moved or something else.

When this happens, contactless payment can usually still occur, but the PIN cannot be entered.

In such a case:

You need to remove the ARS triggers. Below are the instructions on how to go about it.

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 Resetthe 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 same ARS password and press OK.

Known Password for 'switch 1’: 266831,  or: 2668311, 2668312, 4275386, 266831, 166832, 2615948
Password for 'switch 2': 266831,  or: 2668311, 2668312, 4275386, 266831, 166832, 2615948

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

  • Enter password for 'switch 1’.
    • UX300: 266831 or 166832, 2668311, 2668312, 4275386, 266831, 166832, 2615948, 4275386, 2615948, 11111, 1111111, 2222222
    • UX400: 4275386
  • Enter password for 'switch 2'
    • UX300: 266831 or 166832, 2668311, 2668312, 4275386, 266831, 166832, 2615948, 4275386, 2615948, 11111, 1111111, 2222222
    • UX400: 2615948

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

 

 

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