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Quick Links

Basic Troubleshooting

Hardware Troubleshooting

  • Powercycle the terminal

  • Make sure that the ethernet cable is securely connected both to the LAN port on the bottom of the terminal and to the port on the router

    • Just to make sure, unplug and re-plug at both ends

    • Make sure merchant is using ethernet cord and not a phone cord

  • Try another ethernet cable. If merch doesn't have another cable, try using one from another device

  • Try moving the ethernet cable to another port on the router

  • Reset the router (Power it down , wait 30 seconds, power it back up)

  • Make sure the lights on the router are green on all ports with connections

  • Check that the merchant is using a modem/router and not a network switch

    • A network switch doesn't assign an IP address, so DHCP will not work, a static ip address must be used.

    • Get specific model numbers to verify type of modem/router/switch

Software/Additional Troubleshooting

  • Check to see if other devices connected to the router are working properly

  • Check the internet connection on a computer

  • Run a Ping Test on the terminal

  • Ask if the merchant is using a static or dynamic (DCHP) address

  • Check if the correct comm type is set

  • Make sure the firewall has not been changed to block the transaction port on the Processor Host server

Advanced Troubleshooting Steps

To switch from DHCP to Static IP

  1. Press Menu

  2. Press 6 for Communication

  3. Key-in the password (today's date- MMDDYYY) and then press Enter

  4. Press 7 for LAN Parameters

  5. Press 1 for LAN Type

  6. Press 2 for Static (or 1 to switch back to DHCP)

  7. Enter in the appropriate static addresses (IP Address, Subnet Mask, Gateway IP, DNS IP, Ping address)

Once the terminal is updated. update BroadPOS with the merchants static IP addresses/settings.

Note: If you still get Connect Error after switching to static IP or after completing a download on static IP, make sure the DNS server is configured in BroadPOS and in the terminal.

To run a ping test

  1. Press Menu

  2. Press 6 for Communication

  3. Key-in the password (today's date- MMDDYYY) and then press Enter

  4. Press 7 for LAN Parameters

  5. Press 6 for Ping

  6. By default www.google.com will be listed, press Enter to run the test

    • If the terminal connects to Google.com, the word “Success” will appear

    • If the terminal fails to connect to the Google server, the words “Ping Failed” will appear

If the Ping test fails:

  • Troubleshoot above

If the Ping test succeeds:

  1. The terminal, cable, router and ISP are working properly

  2. It’s an indication that there is a connectivity issue at the processing host

  3. Try running a test transaction

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