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Troubleshooting "Not Connected" Error
Troubleshooting "Not Connected" Error
Tiffany Jones avatar
Written by Tiffany Jones
Updated over a month ago

Your terminal shows a "not connected," "network not connected," or "disconnected" message.

How does the terminal connect to the internet?

If Wifi:

First solution: Check the SSID

This solution 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. Go to Network > Wi-Fi and select the i info icon next to your network to view the Network details.

  3. Verify that the SSID field contains a value.

    1. If the SSID is missing, this can indicate that the profile didn't synchronize on the terminal, or that the profile is configured incorrectly. Contact us for help with this issue.

Second solution: Check if your Wi-Fi router is connected correctly

  • Connect a different device, such as your phone or laptop, to the Wi-Fi network you are trying to connect to your terminal.

    • If the Wi-Fi router doesn't work properly with a different device, ask your IT department to resolve this issue first.

    • If the router is active but the terminal is not connecting to the Wi-Fi, proceed to the next solution.

Third solution: Restart the Wi-Fi status on the terminal

  1. On the terminal, open the Admin menu.

  2. Go to Network > Wi-Fi.

  3. Make sure Wi-Fi is enabled, and select your desired Wi-Fi network.

  4. Enter your own Wi-Fi password that is linked to the router.

If this does not solve the problem, proceed to the next solution.

Fourth solution: Restart the terminal

To restart the terminal, either:

  • Turn off the terminal, then turn it on again.

  • On tethered terminals (without battery), open the Admin menu and select Reboot, or disconnect and reconnect the power cord.

Fifth solution: Reset your Wi-Fi settings

  1. On the terminal, open the Admin menu.

  2. Go to Network > Wi-Fi and select the i info icon next to your network to view the Network details.

  3. Remove the network from the terminal.

  4. Wait for the terminal to reboot.

  5. Open the Admin menu on your terminal again.

  6. Go to Network > Wi-Fi.

  7. Enable Wi-Fi. The terminal will scan the available networks.

  8. Select the desired network, and enter your own Wi-Fi password.

Contact our Support team

If the above solutions do not solve the problem, submit a Support request to [email protected]

If 3G or 4G:

First solution: Increase signal area

First, check the current signal strength:

  1. On the terminal, open the Admin menu.

  2. Go to Network > Cellular/gprs > Cellular settings > Signal. The strength is shown in %.

  3. Walk around with the terminal and monitor the signal percentage to see if it increases:

    • Walk around the area you are in.

    • Walk outside to see if the signal strength increases.

    • Make sure that you are not in an area that could block the signal such as a cellar or a bunker.

If the terminal strength does not increase, proceed to the next solution.

If you want 3G or 4G but the terminal keeps connecting to Wi-Fi, then you have both options enabled and the Wi-Fi signal is stronger. To use 3G or 4G, disable Wi-Fi. You can also ask our Support Team to prioritize 3G/4G over Wi-Fi by requesting this in an email.

Second solution: Check if the SIM card is inserted correctly

You should only remove a SIM card from a live terminal if you see that there is a problem. Removing the SIM card automatically deactivates the SIM card.

  1. Remove the back cover from the terminal.

  2. Check if the SIM card is in the middle slot or inserted incorrectly.

  3. If there is a noticeable issue, take the SIM card out.

  4. Insert the SIM card again.

Third solution: Reboot the terminal

To reboot the terminal, either:

  • Turn off the terminal, then turn it on again.

  • On tethered terminals (without battery), open the Admin menu and select Reboot, or disconnect and reconnect the power cord.

Contact our Support team

If the above solutions do not solve the problem, submit a Support request to [email protected]

If Ethernet:

Only connect a regular Ethernet cable to an ETH port. Using any other type of cable or another port (for example, the RS232 port) might severely damage the device.

First solution: Check if the router is able to connect to a different device

Try to connect your phone or laptop to the internet to check if your router is active. If the other device does not connect either, then ask your IT department to resolve your router's connection problem.

Second solution: Restart the terminal

To restart the terminal, open the Admin menu and select Reboot, or disconnect and reconnect the power cord.

Third solution: Replace the Ethernet cable

If the router is connecting properly to a different device, try replacing the Ethernet cable that is connected to the terminal.

Fourth solution: Check if there is a firewall active on your router

Use dynamic IP addresses on the local network. If not, use a DHCP server to define static IP addresses to ensure unique IP addresses and avoid unexpected issues.

Contact our Support team

If the above solutions do not solve the problem, submit a Support request to [email protected]

If Bluetooth:

V400m terminal paired with a Bluetooth base station

Solution: Double-check the setup steps

  • Make sure that you set up the Bluetooth connection correctly.

    • Set up the base station and the Bluetooth connection:

      Instead of using a Wi-Fi connection, you can connect an Ethernet cable to the base station and connect your V400m to the base station through Bluetooth. The terminal then uses the Ethernet connection regardless of whether it is docked in the base station, or undocked.

      The base station obtains its software from the terminal. When boarding the terminal, the initial software on the terminal is replaced with the software version that is required for your store. To prevent issues with a base station becoming stuck, you need to board the terminal before you dock it into the base station for the first time. For that reason, you need to temporarily connect the terminal to Wi-Fi and board the terminal before you set up the Bluetooth connection.

      When you are ready to set up the Bluetooth connection, you first pair the terminal to the Bluetooth base station. Then you change the default credentials of the base station. After completing these steps, you have established a safe Bluetooth connection.

      Step 1: Pair the terminal to the base station

      Before you begin, the terminal must be boarded.

      1. On the terminal, open the Admin menu, select Network > Wi-Fi, and turn off the Wi-Fi toggle switch.

      2. Connect the base station to a power supply. The top white LED starts to blink.

      3. Wait until the white LED stops blinking and turns on; this indicates the base station has finished starting up.

      4. Connect an Ethernet cable from your network to the Ethernet (LAN) port on the base station. That is the port marked with this symbol:
        ​

        Do not use a port with a different symbol.

      5. Dock the terminal into the base station.

      6. On the base station, press the pairing button on the front to make it discoverable. The blue LED starts to blink slowly.

      7. On the terminal, open the Admin menu, select Network > Bluetooth, and turn on the Bluetooth toggle switch.
        If Bluetooth is on already, turn it off and then on again.

      8. Select the plus button to pair a device (or on earlier releases, select Pair device > Scan).
        The terminal scans for available devices.

      9. Select the base station that you want to connect to, making sure that the serial number shown matches the serial number on the base station. For example, V400m B-FF 123-456-789.
        The terminal shows the progress: "Pairing", "Paired", "Connecting", and finally "Connected".
        There should now be a Bluetooth icon at the top of the terminal display, and on the base station the blue LED should be on continuously.

      10. Verify that IP addresses have been assigned to the terminal and the base station:

        • To check the terminal's IP address, open the Info menu. This should show Bluetooth followed by an IP address.

        • To check the base station's IP address, open the Admin menu and select Network > Bluetooth > Info. This should show an IP address.

        It can take some time before IP addresses are assigned through DHCP.

      11. For an integration with local communications, update the POS system with the terminal's Bluetooth IP address. You may need to restart the POS system, and this may cause the terminal to restart.
        If you need help with this step, contact your IT department.

      If you have more than one terminal or base station, ensure you know which terminal is paired with which base station. After a terminal is paired with a base station, it should remain paired with it.

      Step 2: Change the default credentials of the base station

      Each Bluetooth base station comes with a default username and password. Before you start processing live transactions, you must change the username and password of the base station.

      To find these credentials: Log in to your Customer Area, go to *In-person payments, select the V400m terminal, and check the Connectivity settings.

      To change the username and password of the base station:

      1. On the docked terminal, open the Admin menu.

      2. Select Network > Bluetooth > Scan/Discovery.

      3. Select the base station from the list of devices. If you have several base stations, use the serial number to select the correct base station.

      4. Select Info.

      5. Make sure that Cable is set to up.

      6. Note the IP address of the base station.

      7. On a computer that is connected to the local network or VLAN, in your browser, go to https://[IP address of your base station].
        You are redirected to the Verifone portal.

      8. Log in with the default username and password for the base station.

      9. Go to Administration.

      10. Enter a new username and password for the base station, then select Save.

      11. Safely store the new username and password in your system.

  • If you still encounter issues, check for possible solutions on the Bluetooth base station documentation below.

    Location of the Bluetooth base station

    To prevent blocking or disrupting the Bluetooth signal:

    • Do not place the Bluetooth base station inside a drawer in the service counter.

    • Bluetooth works on the same 2.4 GHz frequency band as Wi-Fi. So place the Bluetooth base station at least 20 inches away from a Wi-Fi access point, phone, or radio.

    Is the Bluetooth base station powered up?

    Before you can connect or use the base station, it must have finished starting up. To make sure, check the white top LED on the base station:

    • When the white top LED is blinking slowly, the base station is busy starting up.

    • When the white top LED is on constantly, the base station has started up and is ready for the next step.

    The blue middle LED indicates the Bluetooth connection status, and the bottom LED is intended for maintenance personnel.

    Is the Ethernet cable connected to the correct port?

    An issue that can occur with setting up the base station is that the Ethernet RJ-45 cable is connected to the Serial port of the base station. That is the wrong port: the Ethernet cable must be connected to the Ethernet port.

    On the base station, the Ethernet port is marked with this icon:
    ​

    The next images show the Ethernet cable connected to the correct port.
    ​

    Is the Bluetooth base station discoverable?

    To enable the base station to be discovered by the terminal, press the button on the front of the base station.
    The blue middle LED will start to blink slowly. Now the terminal can discover the Bluetooth base station.

    During discovery and pairing, make sure the serial number shown on the terminal matches the serial number of the base station (printed on the back of the base station, SN xxx-xxx-xxx)

    No devices found/available

    When the terminal doesn't scan for Bluetooth-enabled devices and immediately shows No devices available, or scans and shows No devices found:

    1. On the base station, check whether the discovery mode (blinking blue LED) is active.

    2. On the terminal, open the Admin menu.

    3. Select Network > Wi-Fi and make sure Wi-Fi is turned off.

    4. Go back to Network, select Bluetooth, turn off Bluetooth, and then turn on Bluetooth again.

    If the error persists, restart the terminal.

    If the error persists after restarting the terminal, restart the base station.

    Connection error

    A Connection error indicates that the terminal has successfully paired with the base station (so Bluetooth works) but was unable to establish a network connection.

    Proceed as follows:

    1. Enable DHCP on the terminal: Open the Admin menu, go to Network > Bluetooth > IP settings, and select the DHCP checkbox (this box should now have a check mark √).

    2. On the base station, make sure the Ethernet cable is connected to the Ethernet port.

    3. Restart the base station.

    Terminal doesn't have a Bluetooth IP address

    When pairing the terminal with the base station, DHCP must be enabled on the terminal, otherwise the terminal cannot receive a Bluetooth IP address and cannot connect. DHCP is supposed to be turned on by default, but in some cases DHCP is turned off.

    If after pairing, the Device info shows the terminal doesn't have a Bluetooth IP address:

    1. Enable DHCP on the terminal:

      1. Open the Admin menu.

      2. Go to Network > Bluetooth > IP settings.

      3. Select the DHCP checkbox (this box should now have a check mark √).

    2. Perform a PSP connection test: in the Admin menu, select Network > Diagnostics > PSP connection.
      All test items should have a green check mark :white_check_mark: and the overall result should be "Success".

    By default, both the Bluetooth base station and the terminal have DHCP enabled and receive a dynamic IP address from your DHCP server. However, it is possible that your network setup requires a static IP address for the terminal and/or the base station. In that case, the most common scenario is to use a static IP address for the terminal and a dynamic IP address for the base station.

    Restart the base station

    If you need to restart the base station:

    1. Disconnect the power cable and the Ethernet cable from the base station.

    2. Wait 10 seconds.

    3. Reconnect the power cable and wait until the top white LED stops blinking and turns on.

    4. Reconnect the Ethernet cable to the base station, using the correct port.

e355 terminal paired with an Android or iOS mobile device

Solution: Reconnect your device to the terminal

  1. Turn on Bluetooth on your device (not the terminal).

  2. On your terminal, open the Admin menu.

  3. Select Network.

  4. Select either iOS or Android (depending on which type of device you are using).

  5. Select Paired devices.

  6. Select Pair new device.

  7. On your device, search for the terminal name and select it.
    When connected, both devices show a confirmation message.

  8. Select Ok on both devices.

If the above steps didn't solve the problem, restart the terminal.

Contact our Support team

If the above solutions do not solve the problem, submit a Support request to [email protected]

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