RUN COMM SERVER TROUBLESHOOT TO TEST CONNECTIVITY: If the merchant cannot connect to the server to process transactions, the issue is almost always a local network problem where the site's cable modem/router is not recognizing the VeriFone terminal device on the network. This issue can be easily verified by running the Troubleshoot utility from within the Comm Server application. Comm Server can be accessed from the VeriFone root menu where the date and time is displayed. If you're not sure how to get to the root menu, press the STAR (*) key and observe the list of applications and select Comm Server. Sometimes, Comm Server is hidden from view and is in "latent mode", most likely configured this way by the merchant services processor. If Comm Server is in latent mode you can launch it by pressing 0 (zero) on the keypad. If 0 does not work, try all the other keys on the keypad (1-9). Once you access Comm Server, select the 3rd purple button from the left with the wrench and hammer icon.
Then select Troubleshoot and watch the screen carefully to verify whether initial OK responses are quickly returned or connection errors are quickly displayed. If OK responses are initially returned (disregard SSL failure error), then the router recognizes a good clean connection with the terminal and this means transactions should process normally through the gift/loyalty application. If you see the message "NOT CONNECTED TO THE NETWORK" then please review the list below of the most common types of connection errors and how to troubleshoot.
The responses from Troubleshoot helps determine the type of error being experienced by the VeriFone terminal if you receive anything other then OK flashing multiple times until the last ping (SSL Failure Error which is normal). Our research indicates the following type of failure errors and what they normally (but not always) mean:
Gateway Ping - Failure indicates a network cabling issue, or an incorrect Gateway IP address
DNS Ping - Failure indicates a network cabling issue, or an incorrect Gateway IP address
DNS Lookup - Failure indicates the device cannot communicate outside of the internal network
Host Ping - Failure indicates the device cannot communicate outside of the internal network
TCP Connect - Failure indicates the device cannot communicate outside of the internal network via HTTP
SSL Connect – Failure is normal at the end of the troubleshoot cycle. Disregard this error.
Choose the appropriate fix strategy from the list below:
Examine the bottom of your VeriFone Vx520 terminal and verify the Ethernet cable is properly plugged into the correct port which is the ETH labeled port in the middle. If the cable is not in the ETH port its in the wrong slot. Move it to the correct slot and listen for the connection click. Also, check the other side of the cable and verify the Ethernet cable is properly plugged into an available port on the cable modem/router.
VeriFone terminals are shipped to locations with a DHCP (plug & play) Internet connection by default. This means if your site uses static IP the terminal is not going to connect and requires the static IP address values to be input directly into Comm Server. Review VeriFone Static IP Internet Connectivity for detailed steps on updating the terminal with the proper static IP values. If your terminal is DHCP (plug and play) ignore this step and review below for recommended fixes.
The majority of VeriFone Internet connectivity issues can be cured by simply rebooting the terminal, waiting 10 seconds for the screen to stop moving after bootup, then retrying the transaction or running CommServer>3rd Purple Button>Troubleshoot to observe display of OK responses. This step should always be tried first.
In many cases, the ISP cable modem/router needs a reboot to refresh the device Internet connections. First, unplug the terminal (powering down). Once the terminal is powered down, reboot the router/ISP cable modem where the terminal's Ethernet cable is connected to on the other side. While the router/cable modem is rebooting power back on the VeriFone terminal. Wait for the screen to stop moving for a few seconds. Then re-run CommServer>3rd Purple Button>Troubleshoot or retry the transaction. This step should always be tried if a standard terminal reboot does not resolve the communications error. You may even try rebooting the entire POS system during off-hours.
This fix is a more comprehensive version of Fix #4 above that takes more time but may be necessary for troublesome connection errors. Please perform all steps in the exact order.
From the router's management app you can try renewing the DHCP lease. If you don't have access to this app or not sure where this function lives you can reset the lease on the terminal by flipping back and forth between DHCP and Static IP connection types. If you have a DHCP Internet connection (most common) connectivity issues on the VeriFone terminal may be resolved by changing the terminal's connection type to Static from DHCP saving changes, and then flipping back to DHCP. This step will force the device to automatically renew the DHCP lease. Perform the following steps:
Approximately 5% of VeriFone connectivity issues can be resolved by checking the cabling. Sometimes staff or vendors move wires around and the Ethernet cable gets unplugged from the proper port or connected to the wrong port. Verify an Ethernet (Cat5) cable and NOT a telephone line is properly connected from the merchant's router to the terminal's 10BaseT port (Vx570 models) or underneath the terminal in the ETH port (for Vx520s) that illuminates when connected indicating an Internet signal is present. Power down the terminal before making any cabling changes such as disconnecting and securing the Cat5 cable. Verify a crispy connection sound is made. Then power back on the terminal. Wait 30 seconds after the screen stops moving and re-run CommServer>3rd Purple Button>Troubleshoot or retry a transaction. The cable itself may have been damaged, cut or compromised. Recommend replacement of Cat5 Ethernet cable, powercycle terminal and re-run Troubleshoot.
1. Press the STAR * key
2. Press “F2” for CommServer
3. Press “Reprint” under the Wrench and the Hammer
4. Press “F4” for REPAIR
5. Prompted “Repairing Connection Operation May Take Up To 1 Minute Please Wait…”
6. If Prompted, “Connection Repair Failed, …” check for loose cables, check for connected cables to the correct port on the terminal and the router, and check for enabled Internet connection and router lights.
7. If Prompted, “Connection Repair Successful, Press Any Key…” and press CLEAR
In very rare cases, the merchant's router may be ISP or port blocking our host IP address or port number. Escalate this type of issue to Technical Support. In some other rare cases, IP connectivity suddenly stops working around the same time every day forcing the user to repeatedly unplug and reboot the terminal to get it working again. In these situations, it’s possible that the DHCP has a time-out setting. The merchant should consult with their IT or network network administrator and ask them to check the time out settings. The lease time can be configured by accessing the router configuration utility. You can generally access it from http:192.168.1.1 (URL can vary due to configuration). Once logged in, search for a screen option that covers enabling of DHCP and the settings for DHCP. Search for a value called “Client Lease Time”. The value here is determined by the manufacturer. On NetGear routers, for example, this value is displayed in minutes and a value of 0 means one day. Set this value to the highest value possible and observe whether the error rate decreases on a daily basis. If adjusting these settings are not possible, we recommend weekly terminal power downs followed by router reboots on a weekly basis to refresh Internet connection and observe if error rate decreases.
If you're at this step then you really have an obscure error! Sometimes, the local network suddenly and inexplicably, stops recognizing the VeriFone device by displaying a DNS Lookup error when you run CommServer>3rd Purple Button>Troubleshoot. You would see results as follows under this context:
Gateway Ping: OK
DNS Ping: OK
Verifone.com: No response
Host ping Verifone.com: No response
DNS Lookup: Failure
SSL Failure (which is normal, ignore this failure)
When this happens, and all other troubleshooting steps have failed, we recommend contacting your ISP and explaining the situation. Tell your ISP your network is suddenly returning a DNS Lookup error on your VeriFone device and reboots of both the device and the cable modem/router have failed to resolve the error. Your ISP may blame the device but push back if they do (the issue is rarely the device). Ask if they can make any adjustments on their end to help you resolve the error. If your ISP provides no help, escalate your issue back to Technical Support to schedule a remote dial in to review your DNS settings.
From the root menu screen, select Comm Server and select the 1st purple button (all the way to the left). This action returns a display of device ethernet address settings. Note the IP Address value. Check the IP address of the VeriFone device against the DHCP client list to ensure no other device is using that IP. Weird things can happen when the VeriFone terminal thinks its got a valid IP but its expired and another device is using the IP. If this is the case, it could absolutely return a clean Troubleshoot with no errors but fail when processing an actual transaction.
For operators running a DHCP Internet connection, we suggest assigning a static IP address specifically to the VeriFone terminal that is outside of the DHCP lease pool. Please consult with a technician familiar with your network for this step and assign values. Follow the steps in VeriFone Static IP Internet Connectivity
If none of the above steps resolve connectivity issues can sometimes be caused by hardware (terminal) failure. The modem/Ethernet port at the back of the terminal may suddenly malfunction due to normal wear and tear or get fried from sudden power outage or heavy storm. One way to check whether hardware failure is the culprit is move the terminal to a different network such as a back office or even take it home and see if it plugs in and processes normally. If not, contact Technical Support to request terminal replacement. NOTE: If your terminal flashes TAMPER or BAD RTC CHIP or some other scary message on bootup that doesn't look normal, the device is toast. Contact Technical Support to arrange replacing your device.
Wait there is one last option! You can try to bypass the land line Internet connection and connect the device straight to Wi-Fi. Buy or plug your VeriFone terminal into a Wi-Fi Range Extender directly instead of direct connection to the cable modem. Then power on the terminal device and retry a Troubleshoot test or process a test transaction.
RUN COMM SERVER TROUBLESHOOT TO TEST CONNECTIVITY: If the merchant cannot connect to the server to process transactions, the issue is almost always a local network problem where the site's cable modem/router is not recognizing the VeriFone terminal device on the network. This issue can be easily verified by running the Troubleshoot utility from within the Comm Server application. Comm Server can be accessed from the VeriFone root menu where the date and time is displayed. If you're not sure how to get to the root menu, press the STAR (*) key and observe the list of applications and select Comm Server. Sometimes, Comm Server is hidden from view and is in "latent mode", most likely configured this way by the merchant services processor. If Comm Server is in latent mode you can launch it by pressing 0 (zero) on the keypad. If 0 does not work, try all the other keys on the keypad (1-9). Once you access Comm Server, select the 3rd purple button from the left with the wrench and hammer icon.
Then select Troubleshoot and watch the screen carefully to verify whether initial OK responses are quickly returned or connection errors are quickly displayed. If OK responses are initially returned (disregard SSL failure error), then the router recognizes a good clean connection with the terminal and this means transactions should process normally through the gift/loyalty application. If you see the message "NOT CONNECTED TO THE NETWORK" then please review the list below of the most common types of connection errors and how to troubleshoot.
The responses from Troubleshoot helps determine the type of error being experienced by the VeriFone terminal if you receive anything other then OK flashing multiple times until the last ping (SSL Failure Error which is normal). Our research indicates the following type of failure errors and what they normally (but not always) mean:
Gateway Ping - Failure indicates a network cabling issue, or an incorrect Gateway IP address
DNS Ping - Failure indicates a network cabling issue, or an incorrect Gateway IP address
DNS Lookup - Failure indicates the device cannot communicate outside of the internal network
Host Ping - Failure indicates the device cannot communicate outside of the internal network
TCP Connect - Failure indicates the device cannot communicate outside of the internal network via HTTP
SSL Connect – Failure is normal at the end of the troubleshoot cycle. Disregard this error.
Choose the appropriate fix strategy from the list below:
Examine the bottom of your VeriFone Vx520 terminal and verify the Ethernet cable is properly plugged into the correct port which is the ETH labeled port in the middle. If the cable is not in the ETH port its in the wrong slot. Move it to the correct slot and listen for the connection click. Also, check the other side of the cable and verify the Ethernet cable is properly plugged into an available port on the cable modem/router.
VeriFone terminals are shipped to locations with a DHCP (plug & play) Internet connection by default. This means if your site uses static IP the terminal is not going to connect and requires the static IP address values to be input directly into Comm Server. Review VeriFone Static IP Internet Connectivity for detailed steps on updating the terminal with the proper static IP values. If your terminal is DHCP (plug and play) ignore this step and review below for recommended fixes.
The majority of VeriFone Internet connectivity issues can be cured by simply rebooting the terminal, waiting 10 seconds for the screen to stop moving after bootup, then retrying the transaction or running CommServer>3rd Purple Button>Troubleshoot to observe display of OK responses. This step should always be tried first.
In many cases, the ISP cable modem/router needs a reboot to refresh the device Internet connections. First, unplug the terminal (powering down). Once the terminal is powered down, reboot the router/ISP cable modem where the terminal's Ethernet cable is connected to on the other side. While the router/cable modem is rebooting power back on the VeriFone terminal. Wait for the screen to stop moving for a few seconds. Then re-run CommServer>3rd Purple Button>Troubleshoot or retry the transaction. This step should always be tried if a standard terminal reboot does not resolve the communications error. You may even try rebooting the entire POS system during off-hours.
This fix is a more comprehensive version of Fix #4 above that takes more time but may be necessary for troublesome connection errors. Please perform all steps in the exact order.
From the router's management app you can try renewing the DHCP lease. If you don't have access to this app or not sure where this function lives you can reset the lease on the terminal by flipping back and forth between DHCP and Static IP connection types. If you have a DHCP Internet connection (most common) connectivity issues on the VeriFone terminal may be resolved by changing the terminal's connection type to Static from DHCP saving changes, and then flipping back to DHCP. This step will force the device to automatically renew the DHCP lease. Perform the following steps:
Approximately 5% of VeriFone connectivity issues can be resolved by checking the cabling. Sometimes staff or vendors move wires around and the Ethernet cable gets unplugged from the proper port or connected to the wrong port. Verify an Ethernet (Cat5) cable and NOT a telephone line is properly connected from the merchant's router to the terminal's 10BaseT port (Vx570 models) or underneath the terminal in the ETH port (for Vx520s) that illuminates when connected indicating an Internet signal is present. Power down the terminal before making any cabling changes such as disconnecting and securing the Cat5 cable. Verify a crispy connection sound is made. Then power back on the terminal. Wait 30 seconds after the screen stops moving and re-run CommServer>3rd Purple Button>Troubleshoot or retry a transaction. The cable itself may have been damaged, cut or compromised. Recommend replacement of Cat5 Ethernet cable, powercycle terminal and re-run Troubleshoot.
1. Press the STAR * key
2. Press “F2” for CommServer
3. Press “Reprint” under the Wrench and the Hammer
4. Press “F4” for REPAIR
5. Prompted “Repairing Connection Operation May Take Up To 1 Minute Please Wait…”
6. If Prompted, “Connection Repair Failed, …” check for loose cables, check for connected cables to the correct port on the terminal and the router, and check for enabled Internet connection and router lights.
7. If Prompted, “Connection Repair Successful, Press Any Key…” and press CLEAR
In very rare cases, the merchant's router may be ISP or port blocking our host IP address or port number. Escalate this type of issue to Technical Support. In some other rare cases, IP connectivity suddenly stops working around the same time every day forcing the user to repeatedly unplug and reboot the terminal to get it working again. In these situations, it’s possible that the DHCP has a time-out setting. The merchant should consult with their IT or network network administrator and ask them to check the time out settings. The lease time can be configured by accessing the router configuration utility. You can generally access it from http:192.168.1.1 (URL can vary due to configuration). Once logged in, search for a screen option that covers enabling of DHCP and the settings for DHCP. Search for a value called “Client Lease Time”. The value here is determined by the manufacturer. On NetGear routers, for example, this value is displayed in minutes and a value of 0 means one day. Set this value to the highest value possible and observe whether the error rate decreases on a daily basis. If adjusting these settings are not possible, we recommend weekly terminal power downs followed by router reboots on a weekly basis to refresh Internet connection and observe if error rate decreases.
If you're at this step then you really have an obscure error! Sometimes, the local network suddenly and inexplicably, stops recognizing the VeriFone device by displaying a DNS Lookup error when you run CommServer>3rd Purple Button>Troubleshoot. You would see results as follows under this context:
Gateway Ping: OK
DNS Ping: OK
Verifone.com: No response
Host ping Verifone.com: No response
DNS Lookup: Failure
SSL Failure (which is normal, ignore this failure)
When this happens, and all other troubleshooting steps have failed, we recommend contacting your ISP and explaining the situation. Tell your ISP your network is suddenly returning a DNS Lookup error on your VeriFone device and reboots of both the device and the cable modem/router have failed to resolve the error. Your ISP may blame the device but push back if they do (the issue is rarely the device). Ask if they can make any adjustments on their end to help you resolve the error. If your ISP provides no help, escalate your issue back to Technical Support to schedule a remote dial in to review your DNS settings.
From the root menu screen, select Comm Server and select the 1st purple button (all the way to the left). This action returns a display of device ethernet address settings. Note the IP Address value. Check the IP address of the VeriFone device against the DHCP client list to ensure no other device is using that IP. Weird things can happen when the VeriFone terminal thinks its got a valid IP but its expired and another device is using the IP. If this is the case, it could absolutely return a clean Troubleshoot with no errors but fail when processing an actual transaction.
For operators running a DHCP Internet connection, we suggest assigning a static IP address specifically to the VeriFone terminal that is outside of the DHCP lease pool. Please consult with a technician familiar with your network for this step and assign values. Follow the steps in VeriFone Static IP Internet Connectivity
If none of the above steps resolve connectivity issues can sometimes be caused by hardware (terminal) failure. The modem/Ethernet port at the back of the terminal may suddenly malfunction due to normal wear and tear or get fried from sudden power outage or heavy storm. One way to check whether hardware failure is the culprit is move the terminal to a different network such as a back office or even take it home and see if it plugs in and processes normally. If not, contact Technical Support to request terminal replacement. NOTE: If your terminal flashes TAMPER or BAD RTC CHIP or some other scary message on bootup that doesn't look normal, the device is toast. Contact Technical Support to arrange replacing your device.
Wait there is one last option! You can try to bypass the land line Internet connection and connect the device straight to Wi-Fi. Buy or plug your VeriFone terminal into a Wi-Fi Range Extender directly instead of direct connection to the cable modem. Then power on the terminal device and retry a Troubleshoot test or process a test transaction.
