A stable internet connection is required to ensure that your Adyen payment terminal can communicate with the Eats365 POS system without any issues. In some cases, the terminal may lose its connection to the internet and is unable to reconnect, or may not be able to connect to the internet at all.

This article discusses the basic troubleshooting steps that you can take to identify the cause of this issue, and how you can connect the POS to the network.

Indicators

• An error message, such as  "not connected," "network not connected," or "disconnected".
• The payment terminal displays a red exclamation mark.

Troubleshooting

To troubleshoot the issue, follow the steps below:

Payment terminal connected via Wi-Fi network

1. Check if the network ID (also known as network name or “SSID”) is missing.
   Note: This only applies if you are using a WPA2-Enterprise Wi-Fi network and the terminal's Wi-Fi settings are configured through a Wi-Fi profile.
   1. On the payment terminal, open the “Admin” menu.
   2. Navigate to the Network settings. Then, select Wi-Fi.
   3. Next to your network, tap the info or settings icon to view the network details.
   4. Verify whether you’re still connected to your designated Wi-Fi network.
      • If the SSID is missing, it may indicate that the profile didn’t synchronize on the terminal or is configured incorrectly. Contact Eats365 ServiceDesk for assistance with this issue.
2. Check if the Wi-Fi router is connected.
   1. Check if a different device can connect to the same Wi-Fi network where your payment terminal is connected. 
      • If the alternate device can’t connect to the network, ask your IT department to resolve this issue first.
      • If the alternate device can connect to the network, but the payment terminal is still not connecting, proceed to the next step.
3. Restart the Wi-Fi network on the payment terminal.
   1. On the payment terminal, open the “Admin” menu.
   2. Navigate to the Network settings. Then, select Wi-Fi.
   3. Make sure Wi-Fi is enabled, and select the Wi-Fi network that you want to connect.
   4. Enter the Wi-Fi password.
   5. If this doesn’t resolve the issue, proceed to the next step.
4. Restart the payment terminal. To do this, you may do either of the following:
   1. Turn off the terminal, then turn it on again.
   2. For tethered terminals or terminals without a battery, open the “Admin” menu and select Reboot, or unplug and reconnect the power cord.
5. Reset your Wi-Fi settings
   1. On the terminal, open the “Admin” menu.
   2. Navigate to the Network settings. Then, select Wi-Fi.
   3. Next to your network, tap the info or settings icon to view the network details.
   4. Remove the network from the payment terminal.
   5. Wait for the terminal to reboot.
   6. Open the “Admin” menu on your terminal again.
   7. Navigate to the Network settings. Then, select Wi-Fi.
   8. Turn on Wi-Fi. The terminal will scan the available networks.
   9. Select the Wi-Fi network that you want to connect to, then enter the Wi-Fi password.

Payment terminal connected using Ethernet cable

1. Check if the router can connect to a different device.
   1. Connect the alternate device to the router and check if a connection can be established. 
   2. If the alternate device can’t connect to the network, ask your IT department to resolve this issue first.
2. Restart the payment terminal. To do this, you may do the following:
   1. Open the “Admin” menu and select Reboot. You may also unplug and reconnect the power cord.
3. Replace the Ethernet cable.
   1. If a different device is able to connect to the network, replace the Ethernet cable that is connected to the terminal.
4. Check if a firewall is active on your router.
   1. Enable dynamic IP addresses on the local network. If this isn’t possible, use a DHCP server to assign static IP addresses to ensure each address is unique and prevent unexpected issues.

Payment terminal connected to a cellular data

1. Move the payment terminal to an area with a stable connection. 
   1. Check the current signal strength:
      1. On the payment terminal, open the “Admin” menu.
      2. Navigate to Network settings. Then, tap Cellular/gprs.
      3. Open Cellular settings. Then, select Signal. The signal strength percentage will be displayed.
   2. Move around with the payment terminal and check if the signal percentage increases.
   3. If the signal strength doesn’t increase, proceed to the next step.
2. Check if the SIM card is inserted correctly.
   Important: You must only remove a SIM card from a live terminal if there’s any issue. Removing the SIM card from a live terminal automatically deactivates the SIM card.
   1. Remove the back cover of the payment terminal.
   2. Verify that the SIM card is positioned in the middle slot and properly inserted.
   3. Remove the SIM card if you notice any issues.
   4. Insert the SIM card again.
   5. If you removed the SIM card from a live terminal, reactivate the SIM card.
3. Restart the payment terminal. To do this, you may do the following:
   1. Turn off the terminal, then turn it on again.
   2. For tethered terminals or terminals without a battery, open the “Admin” menu and select Reboot, or unplug and reconnect the power cord.

Issue not resolved

If the issue persists after trying these steps, please contact the Eats365 ServiceDesk for assistance.