Whenever you are experiencing an issue with your terminal, try out some of the following steps for different situations:
Terminal does not turn on:
- Make sure that you connected all necessary items that were delivered with the terminal.
- Make sure that the power cord is plugged in, and charge the terminal for at least 30 minutes.
- Hold the Confirm button for at least 3 seconds.
- 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":
- 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.
- On the terminal, open the Admin Menu by clicking '9' + 'Green Button' and entering the Admin PIN (Default: (find the PIN after logging in to Adyen: Point of Sales > Terminals > Select Terminal Device > Passcodes > Decrypted > Admin Menu)
- Go to Network > Wi-Fi.
- Make sure Wi-Fi is enabled, and select your desired Wi-Fi network.
- Enter your own Wi-Fi password that is linked to the router.
- If still no network connection is visible, restart the terminal.
Terminal does not react when sending payment requests through apaleo:
- 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.
- 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)
- Go to Config.
- Click Remove & Confirm.
- The terminal will now restart and it will ask you to board it again. Follow the steps on the screen.
- If the terminal still does not react, contact our Support Team.
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)
- UX400: 4275386
- Enter password for 'switch 2'
- UX300: 266831 (or 166832)
- UX400: 2615948
**all PINs can change depending on the UX terminal series.